General Navigation

On the desktop, navigation is always visible. If the desktop window is very narrow and the navigation tabs would not fit, a burger menu appears, similar to the mobile user interface. Links-widget is positioned on the left, and Open Cases -widget is on the right.

On mobile, navigation sits behind a burger menu. If there are approvals, there is an indicator on the burger menu button.

Common to both desktop and mobile interfaces: 

• Home-widget is always present. It navigates the user to the homepage. 
• My Cases is always present. It navigates the user to My Cases page. 
• Approvals is visible if approvals exists for the current user. 
• Catalog is visible if “Enable Catalog” setting is True.

Home

Home page displays:

• Search box - See "Search Box" chapter below for more information.
• Useful links - Set of links which can be modified by the admin.
• My Cases - List of current user's cases. 

Favicon

Custom favicon is supported on the new self-service (note: favicon is not supported in the Safari browser). The location to change the favicon is in the “Customize user interface”, which is located under “Maintenance” > “System settings” configuration area. Note that the same favicon is visible for end users in the portal and users in the service management system.

My Cases

List of all of the current user's cases. 

If the Self-Service has been configured to display them, they are divided to “Open” (currently open cases) and “Closed” (currently closed cases). 

Closed cases can be filtered by using the "Quick filter" (the content of “Name” and “Resolution” fields are used in the filtering).

Closed Cases can also be filter by a time period by using the “Filter by” dropdown menus. User can select to load closed cases based on the time the case was Created or Resolved. User can select the time period where options are: All, last 30 days, last 3 months, last 6 months or last year.

Closed cases can also be reordered by clicking the columns on the top. On closed cases list, if there are more than 100 items, pagination is used with max 100 items per page.

The information is available in Tile- and List-views and user can switch between them by pressing the Tile- and List-icons on the top right corner of the view:

Note that List-view also has a Filter-field for filtering currently shown cases.

Breadcrumbs

Breadcrumb navigation displays the user’s path within the portal (e.g., Home > My Cases > ORDER-201035 > TICKET-201036) and dynamically updates as users move between linked Case Details pages.

Each newly opened case is appended to the trail while preserving previous pages, allowing users to easily track their navigation history and return to earlier pages.

Catalog

Shows the list of the available catalogs, which are used to order equipment, software, access rights, etc. Fully modifiable by the admin.

Search Box

Use the search box to find forms, catalog items or categories by including words from the name. Once you select a line from the search results, the corresponding form page will open. Note that only forms that have been published will appear in the search results.

The search results page displays the keyword or phrase used in the search, along with the total number of results found (e.g., '3 results found for ‘phone’'). Results are presented in a vertical list, which is sorted alphabetically. For product items, the description display varies based on the device: 

• On desktop: the description is displayed up to a maximum of three lines, with ellipses (...) indicating more content. 
• On mobile: the description is displayed up to a maximum of two lines, with ellipses (...) indicating more content.

For each product item listed the following information is displayed: 

• Category
  • Note that if an item's "Published in ESS2 category" attribute is set to Multivalue (it is in several categories), the search result can appear as several different results. This is because each category where the item is published, is shown as a separate search result.
  • Note that when access is granted to an item in one category, the same item is granted access in all categories. Same applies when access is revoked.
• Description
• Price
• Delivery time
• Image (optional)
  • If defined, it is the same one used in the catalogue view. 

The 'Search results' page allows results to be filtered using tabs: 

• All results (default selection)
• Forms
• Products

Each filter tab displays the total number of matching results. If the results only include one type (either 'Products' or 'Forms'), the filtering tabs will not be visible. On mobile devices, filtering is done via a drop-down menu instead of tabs. 

Search results are loaded and displayed using pagination. On the desktop UI, the pagination navigation element and the number of results/pages information are located at the bottom of the search results. The admin can configure the number of results displayed per page in the 'Settings' → 'Search Settings' section. The minimum number of results per page is 10, the maximum is 100, and the default is 25.

Additionally, the pagination (division of content into separate pages), is influenced by the filters applied: the number of pages will correspond to the quantity of search results under the selected filter tab.

Searching Form Fields 

End users is able to search for specific value on drop-down or multi-value drop-down field. All drop-down and multi-select drop-down fields have a search functionality to narrow down the results. The filtering will start when end user has given 3 letters.

The search filter is used to search from the visible values on the drop-down field: 

Keyboard Navigation

This section outlines the keyboard shortcuts that will help you navigate through the search results more efficiently.

• TAB: Move to the next element (either a search result element or a search result category). 
• SHIFT + TAB: Move to the previous element. 
• Tabbing Order: After the home page breadcrumb button, go to the first search result container, then to its category (if it has one), and then to the next search result and its category, and so on. 
• ENTER / SPACE: Select the element (equivalent to a mouse click). 
• Up/Down Arrow Keys: Scroll the page vertically, if the page is scrollable.
• Right/Left Arrow Keys: Navigate to next/previous page.
• Home / End: Navigate to the first / last page.

The rest of the page can also be navigated with a keyboard. 

• TAB: Focus on the next interactive element.
• SHIFT + TAB: Focus on the previous element.
• ENTER:  Select the element (equivalent to a mouse click).
• ESC: Close the modal window or dialog.

Keyword Search

Administrators can associate keywords with Forms and Product items to help end users find the most relevant results when searching. Note: Due to the nature of the search engine, it is recommended to use keywords with more than four characters to optimize search results.

For Product items, administrators can specify a group attribute code under General Settings → "Product catalogue settings." The system will use this code to find keywords. The configured group attribute code should refer to a group attribute that is multi-value and has a data type of string.

On Forms, administrators can add multiple keywords, visualized as chips in the editor. After typing a word, pressing space or enter will create a new keyword.

Following rules apply on keyword definitions in Forms editor

• Keywords must have a minimum of 2 characters (although 4 characters are recommended for better search matches).
• Keywords must have a maximum of 40 characters. 
• White space is not allowed in keywords. 
• A maximum of 50 keywords is allowed.

Even though these limitations apply to forms and not to products, it is recommended to use a similar approach for the product catalog. The code for keywords in the product catalog should be defined under General Settings, in the product catalogue configuration.

How the Search Works

The search engine considers both the name and configured keywords of an item to determine the most relevant results for a given search query.

Matching through name:

• An item will match by name if any words in the search query match any words in the item’s name.
• An item will match by name if the last word in the search query is contained within any words of the item’s name.

Matching through keywords:

• An item will match if any words in the user’s query string match a keyword configured for that item.
• Matching by keywords allows for small typos.
• Results will be ordered by relevancy, and matching by name will be considered more important than matching by keywords.

Keyboard Navigation

You can use the following keyboard shortcuts to navigate and edit the Keywords field:

• TAB: Changes focus to the next element (to or out of the Keywords field). 
• Left/Right Arrow Keys: When the Keywords-field is in focus, browse through the labels.
• DELETE: Removes the label that is in focus. 
• BACKSPACE: Removes the last label.

Language Selection

By default, ESS2 follows ESM's language selection. This can changed in ESM - Admin Settings - Maintenance - System Settings - Edit Platform Settings - ess2.language and then setting one of supported ESS2 UI language: en, fi, es, sv, pl, de, fr, no, dk, it, cs. Note that when ess2.language is set, ESS2 UI follows the language set there, not the general language setting.

Rich-Text Editor in the Text Block Elements

Text block elements can be decorated with rich-text elements. Wide variety of different options are available on the Text block elements, including support for external URL's.

Text block editor:

Same text block in the form: