New Agent User Interface

The 2024.2 version of the Efecte Service Management Tool (ESM) introduces the new Agent User Interface (UI). Administrators have the option to try this Agent UI by enabling it in the application's platform settings.

For the currently supported capabilities of the Agent UI, see the article Supported Capabilities in the New Agent UI.

How to Access and Enable the Agent UI

The Agent UI is accessible for both cloud and private cloud environments but is not available for on-premise installations on Windows or Linux servers.

To access the early access Agent UI, append `/agentui` to your environment's URL, as shown in the example:

https://environment.efectecloud.com/itsm/agentui

To make the Agent UI accessible through the application, enable the platform setting by setting it to true (the default is false). You can find this setting by navigating to Admin UI -> Maintenance -> System Settings -> Edit Platform Settings.

agent.ui.switch.enabled = true | false

Activating this setting adds a button to the header bar's right side, allowing users to toggle between the classic UI and the Agent UI. The button label indicates the current UI version: CLASSIC for the existing UI and AGENT for the Agent UI.

Regardless of the platform setting, the Agent UI is always accessible directly via the URL.

Making the New UI Default for Users

To set the Agent UI as the default interface for users upon login, use the following platform setting, which defaults to false:

agent.ui.as.default = true | false

It's recommended to activate this setting once the new UI includes more functionalities essential for daily use by most users.

Show as Tabs

In the new UI, it's possible to display certain attributes as tabs, enhancing user experience in specific scenarios.

The "Show as tabs" setting in attribute metadata configuration decides if attributes with the EntityStateMail or Worklog handler are presented in a tab layout. For tabs to be visible, at least one of the following conditions must be met:

• There is at least one attribute with the Worklog handler and one with the EntityStateMail handler within the same class.
• There are two or more Worklog handlers in the same class.
• There are two or more EntityStateMail handlers in the same class.
• The attributes have the showAsTabs setting enabled.

By default, "Show as tabs" is set to true. If set to false, the attributes are displayed like any other attribute, without tabbed organization.