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Upcoming “Affected User” Tool in the Portal 8.5 – Open Form instead of Create.

Mike_SlettMike_Slett Customer IT Monkey ✭
in Service Manager Portal Feature Requests

Hello,

We were reading the SMP 2018 Roadmap (https://community.cireson.com/discussion/comment/13070#Comment_13070) and noticed that 8.5 was to have the Affected User Integration.  Assuming this is the same functionality as the Service Manager Console Affected User tool, we have suggestion for it.

Currently the Console Affected User tool only has the option to Create a work item.  This is causing us some pain when opening new work items in the console, because after creating we have to then find the work item, open it and finish adding details for extended fields, affected hardware etc.

It would be way more practical if there was an option to Open a new work item Form with the entered details instead of Creating. 

This would simplify the Affected User tool to only need the Affected User, Title, Description, whether it was an IR or SR and what template to apply.  We could then Open the new form and finish completing the necessary details and then Save the new work item once done.


Regard,

Mike

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Comments

  • Geoff_RossGeoff_Ross Cireson Consultant O.G.
    Nice idea. This might require a complete rework but what could certainly be possible very easily would be that after creating the work item, it would then take you straight to it to continue editing it. Then you can add the Affected Hardware, Custom Properties etc...
  • Kathy_HustKathy_Hust Customer IT Monkey ✭
    That would be a much needed enchantment as it does create extra time heavy work to finish up the tickets for my Helpdesk Analysts. 
  • Tom_HendricksTom_Hendricks Customer Super IT Monkey ✭✭✭✭✭
    Definitely this.  It does not make much sense as it currently works.  I was hoping to replace our in-house web app that was performing this same function, but this isn't competitive yet.  With some tweaks such as this one, it certainly could be.
  • Mike_SlettMike_Slett Customer IT Monkey ✭

    We installed portal 8.6 in our dev environment and did some testing with the Affected User.

    An issue that we found is that we can't seem to create Incidents unless the Impact and Urgency are set in the Default Incident Template.  We submitted IR75076 about the issue.

    We still think a way cleaner workflow would still be served by having it open IR or SR form with the data instead of creating them.  Otherwise our service desk will have to still assign the work item to themselves and open the work item to fill out the custom/affected hardware/etc items before it gets assigned to the next support level.  Some of our email notification contains those details so they need to be entered first before assigning to next level support.

    The Affected User in the portal is a little better that the console since it displays the message “Incident was saved. IR#####”  which allows you to click the IR#### and open the incident without searching for it.


    A couple of suggestions though for the current version:

    * Make the fields have (Required) added to the label.  The Title is required but you only get a message when you click Create.

    * The default template in the IR or SR seem to be hard coded to “Default Incident Template” and “Default Service Request Template”.  It would be nice if this was a separate setting.

    * There is a lot of inconsistency with the fields (Impact/Urgency/Support Group/Category/Source) when converting between IR and SR.  It seems that if the value of field matches between IR and SR it will sometimes preserve the values otherwise it will reset.  Personally I would like to see either the fields reset or have all the fields remembered independently of it being an IR or SR instead of trying to match the values between IR or SR or being cleared.


    Mike


  • Mikkel_MadsenMikkel_Madsen Customer Advanced IT Monkey ✭✭✭
    In edge the userinfo icon link is broken - it's not showing the user info card when clicking it - works well in IE. 
  • Joakim_NormannJoakim_Normann Customer Adept IT Monkey ✭✭
    I would like to have the ability to attach files like screenshots as well as being able to write to the action log. The Service Desk technicians usually do some troubleshooting when on call with the customer before they assign the ticket to the next line if they are not able to resolve the issue on the phone. This would make the feature much more useful for them instead of having to reopen the ticket and write down what they have done and attach screenshots.
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