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Portal tables show WIs and activities in tree view

Leigh_KildayLeigh_Kilday Member Ninja IT Monkey ✭✭✭✭
in Service Manager Portal Feature Requests

At the moment it's difficult to tell where an activity belongs and what stage the work item is in.

We'd get a lot more context for both the activity and the WI with a tree view. Ideally we'd be able to show and hide the children.

SR123 | In Progress
>   MA124 | Completed
>   RA125 | In Progress
>   MA126 | Pending

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Submitted · Last Updated

Comments

  • [Deleted User][Deleted User] Ninja IT Monkey ✭✭✭✭
    I like this.  I will bring to dev for planning.  
  • Mark_WahlertMark_Wahlert Customer Advanced IT Monkey ✭✭✭
    Also ensuring they sort based on sequence, and being able to multiple select and edit too will make managing work in the queue much easier.  
  • Adrian_PaechAdrian_Paech Customer Advanced IT Monkey ✭✭✭
    edited May 2016

    Also,

    I would like to see a popup notification when logging an incident when the analyst happens to select a category that matches the category of an existing parent work item. This feature currently exists in the console, but not in the portal. Also it would be nice if you could then link the new incident to that parent incident (as a child incident) via that same popup.

    Not sure if this should be lodged as a separate feature request though?

    Regards,

    Adrian

  • Mark_WahlertMark_Wahlert Customer Advanced IT Monkey ✭✭✭

    We are getting a lot of user feedback post Go Live from analysts struggling to manage their work using Activities in the work queue. They can't easily identify which Activities relate to a work item.

     We have to advise of workarounds, like:

    1. multiple mapping a NAME field to append to the Titles, to differentiate the same ROs; or
    2. Filter View to only show Activities IN PROGRESS. They don't want to see work that isn't ready to be actioned.
    3. Custom SQL reports that can provide these mappings. Yet another tool to use.

    They also can't tell when there are activates to be updated without painfully going through one by one. If you're the assigned to analyst, you have a huge queue of work items,  that you tells you nothing about their progress. Eg. all 10 work items are still awaiting supervisor approval. Why should I open them one by one.

    Having the queue view display this Parent Child relationship, would be a massive time saver, and make for  more efficient management of work.

    All upvotes welcome. :)

  • Mark_WahlertMark_Wahlert Customer Advanced IT Monkey ✭✭✭
    @Brett_Moffett Is there any work being done toward this feature by chance?  It's still one of the biggest Service Desk complaints we get. The key issue being the inability to see the status of Activities without wasting time opening the request, then activities tab.


  • Brett_MoffettBrett_Moffett Cireson PACE Super IT Monkey ✭✭✭✭✭
    At the moment it is in the status of submitted so it is just gather votes.
    Only when it changes status to In Review is it on the board for our Dev team to look at and work out if it's possible or not.

    Items currently in review have around 60 votes, so this feature is not close to that at this stage.
    Hopefully more people will vote on it and have it rise on the top 10 list soon.
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