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Make SCSM WIs more consistent

Leigh_KildayLeigh_Kilday Member Ninja IT Monkey ✭✭✭✭
in All Other Feature Requests and Ideas

Users are baffled by the inconsistent fields between SCSM work items.

Support Group

Cireson has already some work on this for CR and MA, however PR and RR are not yet available, and until we can change the MA form within the portal we can't show the Support Group.

Priority

Priority calculations are great OOTB for IR and PR, but CR and RR (and SR depending on your process) are lacking. We've had to create custom fields to WIs and runbooks to work around this, but it's cumbersome and takes time to recalculate the priority values. I'd like to see immediate calculations for this on the portal WI form.

CR and RR Calculated Date Fields

CR and RR objects have Scheduled Duration and Downtime Duration fields, but they don't work in RR. I'd like to see the portal fix this by performing calculations on the fields, rather than needing to work behind the scenes with runbooks.

Action Log in Release Records

I've tried adding the control to the form but entries are not saved after saving the form. I'm assuming it's missing.

Release Record "Run"

I'm not sure what Microsoft's logic was behind this feature, but it's inconsistent with the rest of the application. Please remove this requirement!

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Comments

  • seth_coussensseth_coussens Member Ninja IT Monkey ✭✭✭✭
    You can use the following from the downloads section to add the Support Group field to the MA form:

    https://community.cireson.com/discussion/169/add-support-group-field-to-portal-ma-activity-form?new=1

    As far as action logs on release forms, the RR class has to be extended inside SCSM prior to being able to do anything with a custom form in the portal. This is entirely possible though, and we have done it before on the Services side.

  • PIERRE-LOUIS_DURRISPIERRE-LOUIS_DURRIS Customer Advanced IT Monkey ✭✭✭
    I also have the same request for PR.
    If I extend the PR class and the PR form, I will be able to fill a support group as I already did for MA. 

    But for PR, I would also like to be able to see thoses PR in my team work page on the analyst portal and be able to notify the analyst via the notifiy analyst apps (done for MA).
  • seth_coussensseth_coussens Member Ninja IT Monkey ✭✭✭✭
    PIERRE-LOUIS.DURRIS said:
    I also have the same request for PR.
    If I extend the PR class and the PR form, I will be able to fill a support group as I already did for MA. 

    But for PR, I would also like to be able to see thoses PR in my team work page on the analyst portal and be able to notify the analyst via the notifiy analyst apps (done for MA).
    While I see you've already put in a feature request for this, which is great, it is possible to build a custom grid page for this functionality. Also, with portal version 5.1+ there is a page builder you can use with custom SQL queries to quickly build work item grids that would work similar to what you are asking.

    https://support.cireson.com/KnowledgeBase/View/1291
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