Service Manager - 2023 - Release Notes

Last modified on 2023/12/13 15:57

Current Version : 2023.4.108.0.05See the Previous Version

Contents
WarningReleaseNotes

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

  • 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.
  • 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.

Important announcements

PHP 8.1 supported

Service Manager: 2023.3+

Service Manager supports PHP 8.1.

Deprecation of the WebSocket notification server

Service Manager: 2023.3+

The use of the WebSocket notification server has been discontinued and is no longer provided.

If you use websockets, you must switch back to the standard Long polling configuration. Open url.png See Find out more

Version 2023.4 - Build 2023.4.108.0.04
(11/06/2023 SaaS - 11/13/2023 On-Premises)

New style guide in Service Manager

The visual appearance of Service Manager has been completely revamped and is now in line with the new style guide in EasyVista.

This revamp is part of a large-scale project whose objective is the overall standardization of the EasyVista product style guide, as well as the optimization of the interface and user experience.

New design

          2023_Q4 - New graphic interface - Screen 1.png

          2023_Q4 - New graphic interface - Screen 2.png

          2023_Q4 - New graphic interface - Screen 3.png

Developments and enhancements

Collision Detection wizard

Addition of two new columns, Title and Impact

          2023_Q4 - Wizard Collision detection - New columns.png

Improved management of start and end dates

   Not applicable when you run the wizard in a Configuration Item (CI) form.

  • If one of the dates in the Real Start / Real End fields, Scheduled Start / Scheduled End fields, or Requested Start / Requested End fields is specified in the change request, it will automatically be preloaded to the Start Date / End Date  fields in the wizard.
    • The date used will be indicated in the wizard. The date preloaded in the wizard is based on the following priority: real date, scheduled date, and lastly, requested date.
    • You can modify the preloaded dates.
    • You can also update the dates in the change request by selecting the Update dates in the request option.

          2023_Q4 - Wizard Collision detection - With existing dates.png

  • If no dates are specified in the change request, no dates will be preloaded to the wizard.
    • You can specify the Start Date / End Date fields in the wizard.
    • At the end of the simulation, the dates will automatically be saved in the Requested Start / Requested End fields in the change request.

          2023_Q4 - Wizard Collision detection - With no dates - Screen 1.png
       2023_Q4 - Wizard Collision detection - With no dates - Screen 2.png

Link to a Parent Incident wizard

A new option now enables you to copy the description of the parent incident to the current incident.

          2023_Q4 - Wizard Link a parent incident.png

Power BI reports: data access via SQL server

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

You can now use Power BI reports (provided by EasyVista) based on Service Manager data from the SQL Server database, using dedicated views.

This improvement concerns the three reports below (Note: The documentation will soon be updated on the wiki. Please do not hesitate to contact your EasyVista consultant to guide you.). It will be applied to the other reports in future versions.

  • Global Vision
  • SLA
  • Team Activity

CMDB Graph: Optimized display performance

The CMDB graph is now displayed using React technology and a system for loading data to the cache has been implemented.

This optimizes display performance when users browse through different levels of the chart and return to previously viewed levels.

Integrations

Expiry of the Service Manager  REST API access token

In the Service Manager (Access token) authentication method dedicated to the Service Manager REST API, you can now manage the expiry date of the REST API access token. You can select the expiry date from a list of predefined periods or using a calendar.

Note:

  • The expiry date will take effect at twelve midnight of the selected date or of the selected period.
  • If no expiry date is specified, the validity of the access token will be unlimited.
  • You can revoke an access token.
     

Access: Select Administration > Access Management > Access Tokens in the menu

           2023_Q4 - Access token with expiry date.png

           2023_Q4 - Access token with expiry date in list.png

Technical Support Agent: OAuth2 consent

A new authentication method called OAuth2 Consent has been added to the Technical Support Agent used with Office 365 and Microsoft Graph protocols. This introduces an additional level of security to the authentication as you can validate the configuration in Service Manager.

Implementation principle

  • Create an Azure AD application to be registered on the Microsoft Azure portal with the relevant permissions for using the Microsoft Graph Mail API.
  • In the configuration of the Technical Support Agent, paste the Application ID (client), Directory ID (tenant) and Client Secret that were generated for the Azure AD application.
  • Click the new button called OAUTH2 Consent.
  • Log in using your credentials and complete the configuration.
           2023_Q4 - TSA with OAuth2 consent.png

PowerAutomate: Improved EasyVista SM connector

The PowerAutomate EVSM connector now integrates all of the new endpoints available in the Service Manager REST API up to version 2023.1.

Once it is validated by Microsoft, it will be made available on all Microsoft platforms.

Service Manager REST API: New methods

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

Manufacturers

  • Create a manufacturer

POST {protocol}://{evSM Host}/api/v1/{account}/manufacturers

  • Modify a manufacturer

PUT {protocol}://{evSM Host}/api/v1/{account}/manufacturers/{manufacturer_id}

Asset and CI catalogs (an asset includes equipment, license and contract)

  • Create an asset or a CI catalog entry

POST {protocol}://{evSM Host}/api/v1/{account}/catalog-assets

  • Modify an asset or a CI catalog entry

PUT {protocol}://{evSM Host}/api/v1/{account}/catalog-assets/{catalog_id}

Employee domains

  • View the domains of an employee

GET {protocol}://{evSM Host}/api/v1/{account}/employees/{employee_id}/domains

  • Create a domain for an employee

POST {protocol}://{evSM Host}/api/v1/employees/{employee_id}/domains/{domain_id}

  • Delete a domain for an employee

DELETE {protocol}://{evSM Host}/api/v1/{account}/employees/{employee_id}/domains/{domain_id}

Workflow questionnaire 

  • View the questionnaire associated with the workflow of an action

GET {protocol}://{evSM Host}/api/v1/{account}/requests/{rfc_number}/actions/{action_id}/questionnaire?actionTypeId={actionTypeId}

  • View the questionnaire associated with the workflow of an uncompleted action

GET {protocol}://{evSM Host}/api/v1/{account}/requests/{rfc_number}/actions/questionnaire?actionTypeId={actionTypeId}

          2023_Q4 - suite 2 - image9.png

View links impacted by a CI

New fields have been added to the JSON schema of the method.

  • Network Identifier: Network identifier
  • Asset Tag: Asset tag
  • Serial Number: Serial number
  • User Name: Name of the user (parent and child)

GET {protocol}://{evSM Host}/api/v1/{account}/configuration-items/{ci_id}/item-links/impacted

Service Manager REST API access tokens

   You must add the following instruction, token_endpoint_allowed = true to the rest-api.ini file.

  • Create an access token

POST {protocol}://{evSM Host}/api/v1/{account}/tokens

  • Delete an access token used to access a Service Manager REST API service with the Basic authentication method

DELETE {protocol}://{evSM Host}/api/v1/{account}/tokens/{token}

  • Delete an access token used to access a Service Manager REST API service with the Service Manager (Access token) authentication method

DELETE {protocol}://{evSM Host}/api/v1/{account}/tokens/self

Version 2023.3 - Build 2023.3.103.0.01
(07/10/2023 SaaS - 07/17/2023 On-Premises)

What's new

Case Management

Service Manager manages the way in which IT equipment and services are provided to users through the management of service requests. This concept has now been extended to all areas within the company thanks to a new module called Case Management that is applicable to all business use cases, e.g. HR, Facilities, Finance, Legal, Marketing, etc.

Characteristics

  • Case management is based on the Case Catalog and Case forms.
  • Tickets are created via a simplified quick call using a new conditional form presentation called Creation of a case.
    • This conditional form presentation enables users to enter only information relevant to cases (based on type) instead of the details required for IT service requests.
    • You can customize it in edit mode in Ticket forms.
  • Tickets are managed via workflows specific to cases. These are defined by customers based on their specific requirements. Case processing is simplified as compared with the processing of service requests. This ensures faster processing and resolution of cases.
  • You can search for cases in the search field found in the top banner or using full-text search.
  • Front Office users can view their own cases and those of their department by selecting General > My Data or General > My Department in the menu.

Case Catalog

The Case Catalog lists all types of cases handled by the IT Department other than IT service requests, i.e. HR, Facilities, Finance, Legal, Marketing, etc. 

  • You can access it by selecting References > Catalogs > Case Catalog in the menu.
  • Each catalog entry is associated with an appropriate workflow that starts with the quick call of a case.
  • Two standard catalog entries are provided: HR and Facilities.
  • Customers can add and organize their own catalog entries based on their requirements, just like in the other Service Manager catalogs.
  • The Back Office by Default option is used to create a new quick call directly with the selected catalog entry.

          2023_Q3 - Case management - Catalog detail.png

Case forms

You can access Case forms by selecting Service Operation > Case Management > All Cases in the menu. The new Quality of Service and Deadline Compliance menus enable you to view the scores that users have awarded to closed cases.

Note: You can define the format for numbering cases by selecting Administration > Parameters > Auto-Inc Fields in the menu.
 

  • Forms display information on recipients and can include file attachments. You can run wizards to perform actions on cases.

          2023_Q3 - Case management - Case form.png

  • The list of successive actions performed to process the case will appear in a timeline. When you click an action, a simplified conditional form presentation called Case Action Form will appear.
        2023_Q3 - Case management - Case form - Action.png

Quick calls for cases

The quick call uses the new conditional form presentation called Creation of a case to open a simplified data entry form. This conditional form presentation will appear once you select a category in the Case Catalog.

  • You can customize the form in edit mode in Ticket forms.
    2023_Q3 - Case management - Ticket conditional form presentation - Select form presentation.png
  • You can specify the application perimeter in the conditional form presentation.
    • You can select the Is a new ticket option to use the new conditional form presentation during the quick call.
    • The Case Management option is used to apply the new conditional form presentation to cases only.
      Note: You can also apply the same conditional form presentation to other types of tickets by selecting the relevant options.

          2023_Q3 - Case management - Ticket conditional form presentation - Edition mode.png

  • You create the quick call using the + Quick Call button found in the top banner.
    • The quick call will open with the Creation of a case conditional form presentation. The Case Catalog entry where the Back Office by Default option is selected will automatically be loaded.

          2023_Q3 - Case management - Ticket conditional form presentation - Execution mode.png

Search for cases

You can search for cases in two ways.

  • Using the search field in the top banner
    2023_Q3 - Case management - Search via top banner.png
    Results are grouped by type. When you click one of the references, the relevant Case form will appear with its details.
    2023_Q3 - Case management - Search via top banner - Result detail.png
  • Via full-text search using the new Case Management type
    2023_Q3 - Case management - Search via full-text search.png

Front Office access

  • Select General > My Data > My Cases
    2023_Q3 - Case management - Front Office access via my data.png
  • Select General > My Department > Manage Cases
    2023_Q3 - Case management - Front Office access via my department.png
  • Information in the form can only be accessed in read mode.
    2023_Q3 - Case management - Front Office - Case detail.png

Green IT

Green IT, or responsible digital technology, designates the solutions that enable companies to reduce the carbon impact of their information systems and energy consumption.

This version has been enhanced with new functionalities enabling companies to:

  • Run a simulation using a dedicated wizard to see potential savings or expenses in energy consumption when replacing an item of equipment with another.
  • View Green IT reports.
  • Compare service providers offering cloud services with those providing in-house services, such as in-house data centers, in order to see the differences in CO2 emissions.

Energy Consumption Simulation wizard

The Energy Consumption Simulation wizard has been improved and can now calculate potential savings and expenses in electricity consumption, CO2 emission and water consumption when you are required to replace one or more items of equipment with other models.

  • (1) Equipment to be replaced: You can select the equipment from the list of equipment before running the wizard. Alternatively, you can add them individually in the wizard by clicking Add icon.png.
  • (2) Replacement equipment models: You must specify the unit electricity consumption (W/H), the usage ratio of the replacement models and the location.

          2023_Q3 - Green IT - Energy consumption simulation wizard.png

Characteristics

  • You can access the wizard in the list of equipment by selecting Asset & Configuration > Equipment > Inventory in the menu.
  • The data used in the simulation is retrieved from the following sources:
    • For the equipment to be replaced: data specified in the Equipment form in the Green IT: Consumption section for calculating energy consumption and in the Green IT: Manufacturing section for calculating CO2 emission and water consumption.
    • For the replacement equipment models, data specified in the Equipment Catalog in the Green IT: Consumption section for calculating energy consumption and in the Green IT: Manufacturing section for calculating CO2 emission and water consumption.
    • Data specified in equipment locations for calculating CO2 emissions.
  • The simulation will include the total quantity of replacement models.
    • CO2 emissions will not be calculated if the relevant data is not specified in equipment locations.
    • The results will appear as shown below:
      • In green when the replacement equipment enables a reduction in electricity consumption and annual energy expenses, as well as lower CO2 emissions.
      • In red when the replacement equipment results in an increase in electricity consumption and annual energy expenses, as well as higher CO2 emissions.
        2023_Q3 - Green IT - Energy consumption simulation - Comparizon result.png

Green IT reports

You can now use the new Green IT reports available to monitor initiatives in terms of sustainability and Green IT.

You can access them by selecting Asset & Configuration > Reports > EasyVista > Equipment > Green IT in the menu.

          2023_Q3 - Green IT - Reportings.png

Comparison of cloud service providers vs in-house service providers

You can now compare service providers offering cloud services with those providing in-house services, such as in-house data centers, in order to see the differences in CO2 emissions.

  • Two new fields called Cloud Supplier (CLOUD_SERVICE_PROVIDER) and In-House Supplier (INHOUSE_SERVICE_PROVIDER) have been added:
    • To the list of suppliers
    • To the Supplier form in the Green IT section
    • To the parent query called Suppliers

          2023_Q3 - Green IT - Suppliers cloud vs in-house - List.png
2023_Q3 - Green IT - Suppliers cloud vs in-house - Detail.png

  • You can now use a new Ratio trend to calculate the ratio between cloud and in-house service providers, with =Cloud Suppliers as the dividend and =In-House Suppliers as the divisor.
    2023_Q3 - Green IT - Suppliers cloud vs in-house - Trend.png

Developments and enhancements

Sending emails from a ticket: file attachments

The wizards below are used to send an email from a ticket. Now, they also enable you to select one of the file attachments in the ticket.

  • Assign
  • Create Task
  • Send Email to Requestor
  • Notify Support Person
  • Reminder for Support Person
  • Place on Hold / Continue
  • Transfer
     
  • A new button called Add an attachment from the ticket will appear if the ticket contains file attachments.
    2023_Q3 - Add email from ticket with documents - Join a ticket document button.png
  • Browse icon.png is used to select one of the files attached to the ticket.
    2023_Q3 - Add email from ticket with documents - Send email select file.png
  • The files attached to the email will appear. Files uploaded from the local workstation are indicated by the Upload icon.png icon.
    2023_Q3 - Add email from ticket with documents - Send email file joined.png

CMDB Graph: Optimized display performance

Enhancements have been added to improve the display performance of CMDB graphs, namely those related to the way in which the data to be displayed is retrieved.

Integrations

Management of Service Manager REST API access rights to _E external tables

You can now use a new functionality to manage Service Manager REST API access rights to external tables, i.e. those with the E_ prefix.

  • The screen displays the list of Service Manager REST API methods as well as the list of external tables available on the platform.
    2023_Q3 - Integration API REST External tables - View external tables.png
  • You can use a new button called Manage external tables to view and manage the list of external tables available on the platform. You can define access rights individually for each of the methods, i.e. GET, POST, PATCH, PUT, and DELETE.2023_Q3 - Integration API REST External tables - External table list.png
    • Add new resource is used to add a new external table. Note: A message will appear when all external tables have been added.
      2023_Q3 - Integration API REST External tables - Add New external table.png  2023_Q3 - Integration API REST External tables - Add New external table - Full.png
    • 2023_Q3 - Integration API REST External tables - Delete access rights icon.png is used to delete all access rights to an external table.

Developments to the Bearer Token authentication method

A new parameter called Access token endpoint method will appear when you create a service using the Bearer Token authentication method.

  • By default, the HTTP POST request method is applied.
  • The new parameter also enables you to select the GET method to read an external data source via a REST API.

          2023_Q3 - Integration API REST - Bearer token authentication.png

Deprecation of the WebSocket notification server

  From version 2023.3 onwards, the use of the WebSocket notification server has been discontinued and is no longer provided.

Caution: If you use websockets, you must switch back to the standard Long polling configuration.

How to check the notification system used

1. Select Administration > Platform Activity > Platform Version in the menu.

2. In the Platform Version screen, check the type of notification system used in the Notifications section.

  • If the value is Long polling, you are not required to perform any action.
    2023_Q3 - Notification server - Longpolling.png
  • If this is not the case, you must make the required modifications in the relevant PHP file.
    2023_Q3 - Notification server - WebSocket.png

Version 2023.2 - Build 2023.2.111.0
(04/17/2023 SaaS - 04/24/2023 On-Premises)

What's new

XLA (Experience Level Agreement )

The XLA (Experience Level Agreement) functionality introduced in the previous Service Manager version has been enhanced with the addition of a new service level dedicated to managing XLAs.

This new version enables you to:

  • See an overview of how IT services are provided, consumed and perceived by users through a comparison of SLAs and XLAs.
  • Measure user experience by ensuring that your perception of the quality of IT services corresponds to what customers are obtaining and their perception of it.
  • Access XLA reports in Service Manager.

New XLA service level

A new menu item called Experience Level Agreements (XLA) has been added to the Service Design > Service Levels menu. It is dedicated exclusively to XLAs.

Note: You can access the other agreements defined in the Agreement Types reference table, such as SLA, OLA or UC, in the Service Levels menu item.

          2023_Q2 - XLA - Service Design menu.png

XLAs management

  • A new entry has been added to the Agreement Types reference table. You can access this entry by selecting References > Other References > Agreement Types in the menu. It is used for managing XLAs.
    Note:
    • Rules have been defined to prevent users from deleting the four main types of agreements, i.e. SLA, OLA, UC and XLA.  Any other type of agreement added by users can be deleted.
    • You cannot delete any type of agreement as long as it is in use in the application. If you try to do so, a blocking error message will appear.

          2023_Q2 - XLA - Reference table.png

  • A new Service Design > Service Levels > Experience Level Agreements (XLA) menu item enables you to create XLA forms.
          2023_Q2 - XLA - XLA agreement form.png

XLA reports

You can access XLA reports in the dedicated Reports tab in XLA forms.

Implementation principle
1. Go to the XLA form.

2. Go to the More list and select the Reports tab.

Note: Once reports are attached to the XLA form, the tab will be moved to the Related Elements list.

3. Click +.

All XLA reports that the user profile is authorized to access will appear.

4. Click one of the reports in the list. It will automatically be associated with the XLA form.

          2023_Q2 - XLA - XLA service level form - Reports tab.png

Green IT

Green IT, or responsible digital technology, designates the solutions that enable companies to reduce the carbon impact of their information systems and energy consumption.

This functionality was already present in previous Service Manager versions. With the enhancements made in this new version, the aim is to help companies:

  • Integrate sustainability reports and measures on their Service Manager platform in line with their Green IT and sustainability initiatives.
  • Cut carbon emissions by 30% by reducing the number of user devices and by increasing the adoption of Cloud services.
     

The new functionalities enable you to:

  • Measure the impact of equipment manufacturing.
  • Simulate energy savings and costs when replacing certain equipment.
  • Monitor suppliers and manufacturers using the Power Usage Effectiveness (PUE) indicator.

Measure the impact of equipment manufacturing

New fields specific to Green IT have been added in Equipment and Location forms.

  • Location form:
    • A new section called Green IT has been added.
    • It includes a new field called Carbon intensity electricity (Kg) (CARBON_INTENSITY_KG). This is used to specify the amount of CO2 emission (in kg) for each kWh of energy by country, based on the type of energy source, e.g. geothermal, solar, wind, biomass, natural gas, oil, nuclear, etc.
            2023_Q2 - Green IT - Location form.png
  • Equipment Catalog form :
    • A new section called Green IT has been added.
    • It displays two existing fields, Estimated Usage Percentage (ESTIMATED_PERCENTAGE_USE) and Estimated Electricity Consumption (Watts/Hour) (ESTIMATED_POWER_CONSUMPTION_WH).
    • It also includes two new fields, Estimated CO2 during production (Kg) (ESTIMATED_CO2_CONSUMPTION_KG) and Estimated Water during production (L) (ESTIMATED_WATER_CONSUMPTION_L).
            2023_Q2 - Green IT - Equipment catalog form.png
  • Create Equipment wizard in the Equipment form:
    • Two new fields have been added, Estimated CO2 during production (Kg) (ESTIMATED_CO2_CONSUMPTION_KG) and Estimated Water during production (L) (ESTIMATED_WATER_CONSUMPTION_L).
            2023_Q2 - Green IT - New equipment wizard.png
  • Equipment form:
    • The data type of the Electricity Consumption (Watts/Hour) (POWER_CONSUMPTION_WH) field has been modified from INT to FLOAT for greater precision and reliability in calculations.
    • The Consumption section has been renamed Green IT: Consumption.
      • It displays two existing fields, Estimated Usage Percentage (ESTIMATED_PERCENTAGE_USE) and Estimated Electricity Consumption (Watts/Hour) (ESTIMATED_POWER_CONSUMPTION_WH).
      • It also includes a new field called Estimated CO2 during use (Kg) (ESTIMATED_CO2_CONSUMPTION_USE_KG) that displays the results of the CARBON_INTENSITY_KG * POWER_CONSUMPTION_WH calculation, provided that both fields contain values.
    • A new section called Green IT: Manufacturing has been added.
      • It includes the new fields also found in the Create Equipment wizard, *Estimated CO2 during production (Kg) (ESTIMATED_CO2_CONSUMPTION_KG) and *Estimated Water during production (L) (ESTIMATED_WATER_CONSUMPTION_L).
    • The Recycling section has been renamed Green IT: Recycling.
            2023_Q2 - Green IT - Equipment form.png

Monitor suppliers using the Power Usage Effectiveness (PUE) indicator

The new dedicated field, (POWER_USAGE_EFFECTIVENESS), has been added to monitor suppliers using the Power Usage Effectiveness.

  • Supplier form: The PUE field appears in the new Green IT section.
          2023_Q2 - Green IT - Supplier form.png
  • The PUE field has been added in List view for suppliers.
          2023_Q2 - Green IT - Supplier list.png
  • Equipment Catalog form: The PUE field has been added to the Potential Suppliers tab.
          2023_Q2 - Green IT - Equipment catalog form - Potential supplier tab.png
  • To facilitate the selection of green suppliers, the PUE field appears in all supplier lists in the catalogs (e.g. Equipment Catalog, CI Catalog, etc.).
          2023_Q2 - Green IT - Supplier selection.png

Monitor manufacturers using the Power Usage Effectiveness (PUE) indicator

The new dedicated field, (POWER_USAGE_EFFECTIVENESS), has been added to monitor manufacturers using the Power Usage Effectiveness.

  • Manufacturers reference table: The PUE field has been added to the New Manufacturer/Publisher wizard.
          2023_Q2 - Green IT - Manufacturer new wizard.png
  • The PUE field has been added in List view for manufacturers.
          2023_Q2 - Green IT - Manufacturer list.png
  • To facilitate the selection of green manufacturers, the PUE field appears in all manufacturer lists in the catalogs (e.g. Equipment Catalog, CI Catalog, etc.).
          2023_Q2 - Green IT - Manufacturer selection.png

Developments and enhancements

Designer mode improvements: Import/Export workflows containing REST steps

The import/export of workflows containing REST steps has been reviewed to integrate and solve certain post-import issues related to synchronization and connection.

  • The export uses a new filter called REST. This filter automatically displays all of the required REST objects for exporting workflows with REST steps, i.e. services, connections, resources.
  • Note: The REST objects must be exported simultaneously for the initial export of the workflow. Then only the modified REST objects should be selected with the workflow.
     

Implementation principle
1. Create REST objects used by the workflow, i.e. service, connection and resource.

          2023_Q2 - Import export WF with REST actions - Create service.png
      2023_Q2 - Import export WF with REST actions - Create connection.png
      2023_Q2 - Import export WF with REST actions - Create resource.png

2. Export the REST Workflow package via the Administration > Import / Export > Export menu.

  • Select the new filter, REST.
  • Select the workflow and the REST objects that it uses, i.e. service, connection and resource.
          2023_Q2 - Import export WF with REST actions - Export.png

3. Import the REST Workflow package via the Administration > Import / Export > Import menu.

  • Select the REST package that was generated earlier.
          2023_Q2 - Import export WF with REST actions - Import - Select file.png
  • Note: The password is not overwritten during the import.
          2023_Q2 - Import export WF with REST actions - Import - Result.png

New design in satisfaction surveys

The presentation of satisfaction surveys has been enhanced with a new functionality that allows you to apply a color gradient to the satisfaction rating scale.

          2023_Q2 - Survey - Notation with colours.png

Implementation principle

1. Open a questionnaire by selecting References > Other References > Questionnaires in the menu and run the Manage Questions wizard.

2. Display the Satisfaction survey question.

          2023_Q2 - Survey - Manage the questions wizard.png

3. Define the color gradient using the two new fields, Gradient start color and Gradient end color, that have been added to the question editor.

          2023_Q2 - Survey - Notation with colours - Configuration.png

Default mail template for certain wizards

Mail templates are templates of emails that can be used when sending an email from a ticket, action or certain wizards.

Mail templates are now available in the following wizards:

  • Close
  • New Task
  • Reopen and Requalify
  • Place on Hold / Continue
  • Assign
  • Create Related Action
     

Reminder: Mail templates can now be used in the wizards above. Mail templates were already available previously in the three wizards below.

  • Send Email to Requestor
  • Notify Support Person
  • Transfer

Menu pane: Default display of menu items

Now, when you add a menu item, you can specify the type of display you want by default.

          2023_Q2 - Menu - Select display type.png

Note: A message will appear if the selected display is not available for the menu item. If this is the case, the default one will be applied.

          2023_Q2 - Menu - Display type not available.png

Employee password policy

PasswordPolicy

 

A new password policy has been implemented for managing passwords. It includes rules that all users are required to respect.

Password policy displayed in the login window 

  • The password policy is displayed when users click the Forgot your Password link to change their password, or when their user password is expired.
  • The new password must satisfy the following requirements: eight characters minimum, with at least one upper-case letter, one lower-case letter, one number and one special character.
        Q2_2023 - Forgot your password 1.png
EndPasswordPolicy

 

Modified Definition of Password Policies wizard

PasswordPolicy_ConfigurationServiceManager

 

This wizard is used to modify the password policy applicable to all users. It is accessible in the Administration > Access Management > Employees menu.

  • The Minimum number of characters for passwords field has been added. You can define the default value in the new parameter called {ADMIN} User passwords: minimum number of characters found in Other Parameters.
  • The Enforce All Password Expiration option has been renamed Expire all passwords now. This forces all users to reset their password when they next log in to the app.
  • The {ADMIN} Enable data entry constraint for passwords option and all associated fields have been removed.
        Q2_2023 - Definition of password policies wizard.png
     

Note:

  • The {ADMIN} Enable data entry constraint for passwords parameter in Other Parameters has been deleted.
  • When users request to change their password, they will receive a message with a link to the Reset your password screen. You can define the message in the Email Template for Forgotten Passwords wizard (Administration > Access Management > Employees menu).
EndPasswordPolicy_ConfigurationServiceManager

 

Integrations

New integration with WhatsApp

A new integration with WhatsApp is now available. It uses a Microsoft Power Automate flow to create tickets automatically in Service Manager when a WhatsApp message is received.

          2023_Q2 - WhatsApp integration - Message to create a ticket in Service Manager.png
2023_Q2 - WhatsApp integration - Ticket created in Service Manager.png

New authentication method, Service Manager (Access token)

This new authentication method enables you to use an access token with a higher level of security than the Basic authentication method for accessing the Service Manager REST API.

 Implementation principle

1. Create an access token specific to the Service Manager REST API by selecting Administration > Access Management > Access Tokens in the menu.

Note: This token is valid as long as it has not been revoked.

          2023_Q2 - Service Manager access token authentication method - Token added.png

2. Create a new service for the Service Manager REST API by selecting Administration > REST > Services in the menu.

  • Select the Service Manager (Access token) authentication method.
  • Specify the information on the access token generated earlier.
  • Specify the URL for accessing the Service Manager REST API.

          2023_Q2 - Service Manager access token authentication method.png

Developments to the Bearer Token authentication method

New parameters will now appear when you create a service using the Bearer Token authentication method (Administration > REST > Services menu).

  • Scopes: Used to identify the scopes of the authorized resources.
  • Grant Type: A new option, password, has been added. This is used to enable authorization using a user login and password. If selected, the Username and Password fields will appear.

          2023_Q2 - Bearer token authentication method.png

Service Manager REST API: New methods

New methods are now available for the Service Manager REST API.

Groups and Employees

  • Create a group

POST {protocol}://{evSM Host}/api/v1/{account}/groups

example  

{
"GROUP_EN": "Group created via REST",
"GROUP_FR": "Group créé via REST",
"E_MAIL": "group_via_rest@create.com",
"GROUP_LEVEL": "2"
}
  • Update a group

PUT {protocol}://{evSM Host}/api/v1/{account}/groups/{group_id}

example  

{
"E_MAIL": "group_via_rest@modify.com",
  • View a group

GET {protocol}://{evSM Host}/api/v1/{account}/groups/{group_id}

  • View a list of groups

GET {protocol}://{evSM Host}/api/v1/{account}/groups

  • Add an employee to a group

POST {protocol}://{evSM Host}/api/v1/{account}/groups/{group_id}/employees/{employee_id}

example  

{
"IS_MANAGER": true
}
  • Delete an employee from a group

DELETE {protocol}://{evSM Host}/api/v1/{account}/groups/{group_id}/employees/{employee_id}

  • View the list of employees in a group

GET {protocol}://{evSM Host}/api/v1/{account}/groups/{group_id}/employees

  • View the list of groups for an employee

GET {protocol}://{evSM Host}/api/v1/{account}/employees/{employee_id}/groups

Questions and Questionnaires

  • View a list of questions associated with a questionnaire

GET {protocol}://{evSM Host}/api/v1/{account}/questions-questionnaire/{questionnaire_id}

  • View a list of questions associated with all questionnaires

GET {protocol}://{evSM Host}/api/v1/{account}/questions-questionnaire

Version 2023.1 - Build 2022.1.133.0.01
(01/23/2023 SaaS - 01/30/2023 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.
    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 belonging to a Service Manager group from Self Help

You can now display a list of the members belonging to a Service Manager group by running a Self Help procedure.

          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:
Created on 2023/01/23 09:57
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