Links on left side nav pane to blank SR/IR forms

Ryan_Murphy

We have been given feedback from Service Desk users that clicking New > Work Item > Incident/Service Request > New is time consuming compared to what they were used to in the past. As we are in pilot stage, my thought was to add two new links to the left side nav to blank forms, one SR and one IR. 

Thoughts on this? Has anyone been given similar feedback?

Ken_Curtis

We have implemented this and added a "Quick Ticket" form link. It is in the service catalog, but the link is what they use.

Ryan_Murphy

This is a bit late...but for your "Quick Ticket" is this an SR or an IR? 

Davin_Clouthier

In our staging environment we have tried quick links on the left but noticed that the button area became the most popular spot, since the service catalog area is where the rest of the automation and buttons lives. so anything they need to accomplish is just a click away on the appropriate button in the service catalog area. 

Ryan_Murphy

That's what I was afraid of too is the Service Desk just using the "Quick Ticket" link as opposed to actually using a template with automation behind it. Our Service Desk didn't like the idea of having to click New > Work Item > SR or IR and so on. Attached is what we made, a table with some common request offerings that they would use, as well as link to blank forms.

Unfortunately due to management changes we aren't in production yet with Service Manager, however we have been through meetings and training sessions with our Service Desk and this is the feedback that was provided. They liked the idea of this table as opposed to anything else.