How does your service desk effectively manage large queues of work each with multiple activities?
Firstly, we only use the Portal, only admins access SCSM.
We have a growing issue where it's becoming very time consuming and difficult to track the large number of service requests in the TEAM WORK. The key issue is we can't see the activities, so from the Service Desk perspective, they have hundreds of work items, all they see is IN PROGRESS, but what does that actually mean? Most are between an RA or MA, waiting on other teams to complete the activity, so the service desk are left spending too much time revisiting old SRs, one by one, to see what activity the work item is up to. They have now resorted to updating the SR title with phrases like *Pending Approval*, *URGENT* or putting items ON HOLD to differentiate items waiting on something . Far from ideal.
Another work around is a SQL report to provide the RO, SR ID, SR title, Activity Sequence, Activity ID, Activity title, SR last updated. But telling them to use yet another tool hasn't been received well.
I can't imagine we are the only ones experiencing this. I'm open to other ideas or procedures people are using to better manage the work items, as it's really starting to frustrate our service desk.
One idea that was raised as a feature is KA 158.