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Ability to add MA, RA, etc... to activities in Cireson Analyst Portal

In SCSM throughout console I can add any number of activities in IR, SR, CR or RR. I would like to do that also throughout the Cireson Analyst Portal.
59 votes

Backlog Planning · Last Updated

Thanks for this feature request. Updating status to Accepted. Will update as it progresses from here. Still in line for inclusion in v8 roadmap.

Comments

  • Christopher_CarverChristopher_Carver Customer Adept IT Monkey ✭✭
    I desperately need this. None of the analysts use SCSM Console and strictly work out of the Cireson Analyst Portal. I have stop gapped the demand by using Orchestrator to smartly create MA, RA, and the like to SR based on certain areas to key off of from the SR. Example: When an SR is assigned to an Analyst, Orchestrator will add an MA to the SR.
    Many people will  say to add a MA to the template of the SR. But this doesn't work, because as soon as the SR is created the SR is placed into a "In Progress" state by the workflow engine because of the MA in the SR, hence giving the user a false idea the SR is being executed on. So the SR has to stay in the "Submitted" state until an analyst can get to it.
    I hope this makes it on the short list for future releases.
  • seth_coussensseth_coussens Product Owner Ninja IT Monkey ✭✭✭✭
    edited May 2016
    I desperately need this. None of the analysts use SCSM Console and strictly work out of the Cireson Analyst Portal. I have stop gapped the demand by using Orchestrator to smartly create MA, RA, and the like to SR based on certain areas to key off of from the SR. Example: When an SR is assigned to an Analyst, Orchestrator will add an MA to the SR.
    Many people will  say to add a MA to the template of the SR. But this doesn't work, because as soon as the SR is created the SR is placed into a "In Progress" state by the workflow engine because of the MA in the SR, hence giving the user a false idea the SR is being executed on. So the SR has to stay in the "Submitted" state until an analyst can get to it.
    I hope this makes it on the short list for future releases.
    We have a further stop gap for that here created by our services team. This allows you to add an MA to an SR via the portal using a custom task.
  • Mark_WahlertMark_Wahlert Customer Advanced IT Monkey ✭✭✭

    Yea this is a big item for us, especially for Incidents.  Stop gaps are handy but having it built in to the Portal would be great as we don't offer the console to users.

  • Allen_SparksAllen_Sparks Customer IT Monkey ✭
    ditto what Mark said - such a feature would allow us to further optimize and avoid Orchestrator-intensive processes. 
  • John_McKenzieJohn_McKenzie Customer IT Monkey ✭
    For IRs our analysts determine who needs to assist in the investigation and resolution. If the function to add Activities was available they can assign a number of activities to multiple 2nd line support groups that can be worked on at once. Without it, the work item gets bounced delaying resolution.
  • TENA_ROCA_DiegoTENA_ROCA_Diego Customer IT Monkey ✭
    I second the request.

    We use with success the mod provided above (add MA to SR), but we'd need the ability to also add RAs, as we find ourselves sometimes needing to add an additional level of permission for certain SRs
  • Adrian_MataiszAdrian_Mataisz Customer Advanced IT Monkey ✭✭✭
    Yeap. We wool like to have this ability as well.
  • Candice_YeudallCandice_Yeudall Customer Advanced IT Monkey ✭✭✭
    We have been using the stop gap does not do everything that we need but anything more would be a custom request so we did not go for it.
  • james_kleinschnitzjames_kleinschnitz Cireson Dev, Product Owner Advanced IT Monkey ✭✭✭
    We have been using the stop gap does not do everything that we need but anything more would be a custom request so we did not go for it.
    Candice can you give us some information on the additional functionality you need here?
  • Leigh_KildayLeigh_Kilday Member Ninja IT Monkey ✭✭✭✭

    If this were to be implemented, we'd want it to be as fully-featured as the console option, with sorting, PAs, SAs etc. Something worth noting is that you can add templated activities in SCSM, but it may not be appropriate in the portal. We'd want to restrict what templates analysts can add (for example, none of our RBs would be appropriate), but the OOTB SCSM user role / template mapping is a clunky way to manage it.

  • Jonathan_BolesJonathan_Boles Customer Ninja IT Monkey ✭✭✭✭

    If this were to be implemented, we'd want it to be as fully-featured as the console option, with sorting, PAs, SAs etc. Something worth noting is that you can add templated activities in SCSM, but it may not be appropriate in the portal. We'd want to restrict what templates analysts can add (for example, none of our RBs would be appropriate), but the OOTB SCSM user role / template mapping is a clunky way to manage it.

    Totally agree - while the workaround of adding an MA to an SR or IR is helpful, true integration would be allowing the workflow to be modified and adding MAs/RAs within PAs or SAs as needed as well as creating new PAs/SAs and allowing the user to nest the activities as needed.
  • Cindy_BoyerCindy_Boyer Customer IT Monkey ✭
    We are currently doing the "workaround" customization to allow analysts to add activities on the fly. This is a must have for our environment, but customizations are labor (and Orchestrator) intensive. Totally vote yes to have this feature.
  • Thanks for this feature request.  Updating status to Accepted.  Will update as it progresses from here. Still in line for inclusion in v7 roadmap.
  • Combining feature request into THIS one.
  • Tim_ShackletonTim_Shackleton Customer IT Monkey ✭
    This was considered for v7 of the portal.  V7 is now on general release but still no universal "add activity" for CRs, IRs, SRs, etc.  Is there a time frame for this feature request?
  • james_kleinschnitzjames_kleinschnitz Cireson Dev, Product Owner Advanced IT Monkey ✭✭✭
    edited December 2016
    @Tim_Shackleton; correct this was considered for v7, before SCSM 2016 was released. Once SCSM 2016 was released it became the focus of the v7 release.  The top community feature requests are always considered for the next release.  For example the #1 requested feature "Watchlist" will be in the next release.
  • David_DarlingDavid_Darling Customer IT Monkey ✭

    Hi Cireson, any chance we can get an update on this front?  Functionality we're eagerly awaiting :)


    Thanks!

  • Rudy_MichielsRudy_Michiels Member IT Monkey ✭
    We also would like to see this feature appear in a near-future release of the portal.

    Thanks Cireson  :)
  • Sandy_WoodSandy_Wood Customer IT Monkey ✭
    Would love to have this ability as well! 
  • Ben_TeyBen_Tey Premier Partner IT Monkey ✭
    Appreciated if Cireson could include the Tree down layout for the activities as well.

    https://community.cireson.com/discussion/comment/8964
  • S_TerryS_Terry Member Advanced IT Monkey ✭✭✭
    edited October 23

    I would particularly like to be able to open a PA and assign that group to a team rather than each individual MA.

    Similar functionality to the desktop console would be nice, especially with the colours. It would be easier to spot skipped items and it would be nice to have something that highlights the activities that are in progress.

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