Service Manager - 2023 - Release Notes

Last modified on 2023/01/24 11:24

Current Version : 2022.1.133.0.01          Previous Version

WarningReleaseNotes

Note: This is a version release document. Some of the screenshots may show a slight difference compared to the release version as we are constantly seeking to improve the design and usability up until the release date.

   You will find only releases with new features on this page. To find releases with only bug fixes, please consult the Change Log pages.

  The pages on the wiki detailing latest news will be updated soon. For more up-to-date information, please consult What's New in the Wiki page.

Version 2023.1 - Build 2022.1.133.0.01
(23/01/2023 SaaS - 30/01/2023 On-Premises)

Enhancements

Board display mode: Movable cards

You can now drag and drop cards to move them in views compatible with Board mode.

example In Group view, drag and drop an action to assign it to a new group.

          2022_Q4 - Board mode with drag and drop - Example.png
 

Characteristics

  • You can manage this functionality using a new property called Allow Drag&Drop (Board) available in edit mode in views.
  • The functionality is enabled by default for views built using the AM_ACTION table. It is disabled by default for views built using other tables.
     

 Implementation principle

  • Display the relevant view and select Board mode.
      Reminder:
    • Board mode is available when data is grouped by a criterion in a view, e.g. by recipient, status or priority.
    • Board mode is not available if the view is a list or a tree structure with grouping levels such as department or location.
  • If required, enable the drag and drop functionality for the view. To do so, edit the view and select the Allow Drag&Drop (Board) option.
        2022_Q4 - Board mode with drag and drop - Activate in view.png
  • Select one of the cards in the view and click and drag it to a new group.
     

Note

  • In views built using the AM_ACTION table, the Undefined value will appear by default if the view has not been modified since the latest version upgrade. Once you modify the view, this value will no longer appear.
        2022_Q4 - Board mode with drag and drop - Activate options in view.png  2022_Q4 - Board mode with drag and drop - Indeterminate option in view.png

Views: Default sort order

You can now select the column and the sort order to be used for displaying records by default for each view.

Characteristics

  • You can manage this functionality using a new property called Sort available in edit mode in views.
     

 Implementation principle

  • Display the relevant view in edit mode.
  • Select the field to be used for sorting records from the new Sort drop-down list.
        2022_Q4 - View - Default order - Sort list.png
  • Specify if records should be sorted in ascending or descending order.
        2022_Q4 - View - Default order - Sort type.png
     

     Note:

  • You can select any of the fields in the view as the default sort column except for Memo fields and Tree fields.
  • If you do not select any field, the current sort order will be applied, i.e. records will be sorted using the first column in the view, in ascending order for text and in descending order for dates.

Notifications: new functionalities

  • The 2022_Q4 - Subscription icon.png icon will now appear next to subscription notifications.
  • The subscription notifications displayed now include the subscriptions of the logged-in user as well as of all users who subscribed to the same form objects or form fields as the logged-in user.
        2022_Q4 - Notification with subscription icon.png
  • New functionalities enable you to hide notifications and to delete them individually or all in one go.

Hide a notification

  • Hover over the notification.
  • Click the Hide link.
    Note: The notification will not be deleted. Click View all notifications to display it again in the list of notifications.
        2022_Q4 - Notification with hide button.png

Delete a notification

  • Display notifications and click the View all notifications link at the bottom of the list.
  • Hover over the notification.
  • Click Delete.
        2022_Q4 - Notification with delete button.png

Delete all notifications

  • Select the Select All option.
  • Click Delete All.
        2022_Q4 - Notification with delete all button.png

Note: You can fine-tune your selection by unselecting the notifications you do not want to delete before clicking Delete.
    2022_Q4 - Notification with selection to delete.png

Questionnaire: Modification of answers prohibited

You can now prohibit users from modifying the answer to a question when the same questionnaire is run a second time.

Characteristics

  • You can manage this functionality using a new property called Single answer in the Manage the Questions of the Questionnaire wizard.
  • If you select this option for a field, this field will appear grayed-out (read-only) when the same questionnaire is run a second time.
     

 Implementation principle

  • Open the relevant questionnaire and run the Manage the Questions of the Questionnaire wizard.
  • Select the Single answer option for the fields that must not be modified when the same questionnaire is run again.
        2022_Q4 - Questionnaire - Single answer field.png
  • Run the questionnaire. You can enter answers in all of the fields as this is the first time the questionnaire is run.
        2022_Q4 - Questionnaire - Single answer field - First enter.png
  • Run the same questionnaire a second time. Only fields where the Single answer option was not selected can be modified.
        2022_Q4 - Questionnaire - Single answer field - Second enter.png

Memo fields: Images added by copying and pasting

A new WYSIWYG component can now be used in Memo fields. It enables you to add images simply by copying and pasting them.
    2022_Q4 - Memo field - Copy and paste image.png

     Note:

  • You can click within the field to display the toolbar. It will appear at the bottom of the field.
  • When you click the image, a context-specific toolbar will appear.
        2022_Q4 - Memo field - Copy and paste image - Image toolbar.png

Quick creation of tickets

A new button called + Create a ticket is now available next to the search bar. 

  • It enables you to create a new ticket quickly by opening the creation form.
  • The name of the logged-in user will automatically be loaded in the Recipient field.

          2022_Q4 - Quick ticket creation.png

Search for users by group in Self Help

You can now display a list of users belonging to a group in Self Help using a new report called List of technicians by group.

          2022_Q4 - Search a group value.png
         2022_Q4 - Search a group value - Result.png

Implementation principle

  • Go to Service Manager and import the new report called List of technicians by group.

  Report List of technicians by group

  • To retrieve the URL of the report, display the report. Click Tools icon.png in the top banner and select REST API URL.
  • Access the Self Help Desktop Studio and open your procedure.
  • Create a form for entering the name of the group to be found.
  • Add the Internal Query endpoint (alias: internalQuery) of the Service Manager project to search for the list of technicians belonging to this group.
  • Specify the following input parameters of the endpoint.
    • pInQueryGuid: ID of the query found in the report URL.
    • pInFilterGuid: ID of the filter found in the report URL.
    • pInViewGuid: ID of the view found in the report URL.
    • pInSearch: Enter the instruction below and replace <Language Code> with the relevant language code, i.e. EN or FR.
      Caution: The <Search Value> is case-sensitive.
"AM_GROUP.GROUP_<Code Language>='<Search Value>'"

example  

  • Search for technicians belonging to the EN Achats group: "AM_GROUP.GROUP_EN='Achats'"
  • Search for technicians belonging to the FR Achats group: "AM_GROUP.GROUP_FR='Achats'"
  • Search for several groups: "AM_GROUP.GROUP_EN='Achats' or AM_GROUP.GROUP_EN='Installations Spain'"

Accessibility

Setting of the focus in a dialog

When a dialog opens, focus moves automatically to an element contained in this dialog. 

Generally, focus is initially set on the first focusable element.

Persistence of error and warning messages

In Other Parameters, you can now use a new parameter called {ADMIN} Persistence of error/warning messages to indicate if error and warning messages should be shown or hidden on screen.

Reminder: The display of messages on screen complies with accessibility requirements.

By default, messages are hidden (value in Other Parameters = False).
    2022_Q4 - Other parameter Persistance of messages.png

Other enhancements

  • The size of the AM_COST_CENTER.COST_CENTER field has been increased from NVARCHAR(50) to NVARCHAR(100).
  • The Create Log option is now unselected by default when an integration model is created.

          2022_Q4 - Create log integration.png

New Power BI reports

Reminder: To use Power BI reports, a Report server must be installed. To find out more, please contact your EasyVista consultant.

XLA Management

This new Power BI report is available in the XLA (eXperience Level Agreement) category.

  • It enables to analyze data retrieved from satisfaction surveys in the Self Service Portal template.
          2022_Q4 - Power BI XLA Management 1.png
  • It offers a trend line of user satisfaction by service.
          2022_Q4 - Power BI XLA Management 2.png

Incident dashboard

This new Power BI report offers a multilingual dashboard displaying over 20 indicators grouped in five pages, i.e. Backlog, SLA/FCR, Support, User, Technician.

       2022_Q4 - Power BI Incident Dashboard 1.png
      2022_Q4 - Power BI Incident Dashboard 2.png

New integrations

New integration with Jenkins

This integration enables you to start or stop a Jenkins job via Microsoft Power Automate when modifying the management method of a configuration item (CI) in the Service Catalog (Is a service option selected or unselected in the CI form).

Use case: Start a development platform or an Amazon platform when the Is a service option is selected in the CI form.

Implementation principle:

  • Create the MS Power Automate flow to be triggered when the management method of a CI in the Service Catalog is modified in Service Manager.
  • Add the fields specific to the Jenkins integration to the Create a new Configuration Item wizard. These new fields, JENKINS_FIELD_1 to JENKINS_FIELD_6, found in the AM_ASSET table, are available fields.
  • Add the field called Start Jenkins Flow to the CI form. This is the new START_JENKINS_FLOW field in the AM_ASSET table.
  • Select the Start Jenkins Flow checkbox in the CI form to enable the Jenkins flow. (1)
  • Select the Is a service option in the CI form to monitor the CI in the Service Catalog. (2)
    or
    Unselect the Is a service option in the CI form if you do not want to monitor the CI in the Service Catalog.
  • The Jenkins flow will automatically start or stop.

      2022_Q4 - Jenkins integration - CI form.png

New integration with TeamViewer

This integration enables you to run a TeamViewer remote control session using a deep link found in an Equipment form or an Incident form linked to an equipment.

Implementation principle:

  • Add the field called TeamViewer Identifier to the Equipment form. This is the new TEAMV_IDENTIFIER field in the AM_ASSET table.
  • Configure the deep link for this new field, both in the Equipment form and in the Incident form.
  • Hover over the TeamViewer Identifier field to start the remote control session on the equipment.

       2022_Q4 - TeamViewer integration.png

  • You can then access the machine using the TeamViewer console displayed in a new Web browser tab.
        2022_Q4 - TeamViewer - Launch remote control.png

New integration with WhatsApp

This integration enables you to send a WhatsApp message to the recipient of a change request via Microsoft Power Automate after accepting or rejecting the change request.

Implementation principle:

  • Create the MS Power Automate flow to be triggered when a change request is accepted or rejected in Service Manager.
  • In Service Manager, accept or reject the change request.
  • A WhatsApp message will automatically be sent to the recipient of the change request.

       2022_Q4 - WhatsApp integration.png

Service Manager REST API

New module for managing access tokens

Previously, Service Manager could only support the basic authentication method. From this version onwards, the Service Manager REST API also supports the Bearer authentication method. Authentication is performed using access tokens to access private data.

Access tokens are managed in a new module.

Implementation principle:

  • Assign access rights to the new module for the relevant user profiles. Select Administration > Access Management > User Profiles in the menu and tick the new menu item called Administration > Access Management > Access Tokens.
        2022_Q4 - Token management - Profile.png
  • Go to the new menu item called Access Tokens.
        2022_Q4 - Token management.png
  • Click + New.
  • Enter the name of the new access token and select the user authorized to use the token. Click Generate.
        2022_Q4 - Token management - Add a token.png
  • The value of the access token will automatically be copied to the clipboard. Caution: You should paste it in your text editor to store it temporarily as it will no longer be available once you close the dialog box.
        2022_Q4 - Token management - Token added.png

New Bearer authentication method

The Service Manager REST API can now support the Bearer authentication method. The authentication method must be None. You must first create an access token in the new token management module.

Implementation principle:

  • Create a new service
    • Authentication Method = None
          2022_Q4 - OAuth2 new authentification - Service.png
  • Create a new connection to the service
    • Authentication Method = None
    • Select the service you just created
    • Key = Authorization
    • Value: Bearer + the value of the access token you created earlier in the token management module
          2022_Q4 - OAuth2 new authentification - Connection.png

New methods

New methods have been added to the Service Manager REST API.

  • Create a supplier

POST {protocol}://{evsmHost}/api/v1/{account}/suppliers

example  

{
   "ADDRESS_1": "1501 Page Mill Rd - REST CREATE",
   "E_MAIL": "testapi@create.com",
   "SUPPLIER": "API create"
}
  • Modify a supplier

PUT {protocol}://{evsmHost}/api/v1/{account}/suppliers/{supplier_id}

example  

{
   "ADDRESS_1": "1501 Page Mill Rd - REST CREATE"
}
  • View a list of suppliers

GET {protocol}://{evsmHost}/api/v1/{account}/suppliers

  • View a supplier

GET {protocol}://{evsmHost}/api/v1/{account}/suppliers/{supplier_id}

Tags:
Powered by XWiki © EasyVista 2022