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Portal Search Should should understand when the Work Item type changes.

Adam_DzyackyAdam_Dzyacky Customer Contributor Monkey ✭✭✭✭✭
Currently on the portal search the default Work Item type to search is "All Work Items" but if the field is changed to Incidents the remaining search criteria for All Work Items is kept.

A preferred behavior would be one of following:
  • If this is the first search (in that you've just got to the page and built no search criteria/actually searched anything yet), the single criteria of "Search All Work Items by" changes to the Work Item type selected

Outside of this, the search would continue to work as it currently does today
4 votes

Submitted · Last Updated

Comments

  • Michael_BaldryMichael_Baldry Customer Adept IT Monkey ✭✭
    We've had a lot of complaints from analysts about the search screen, and this is probably the biggest one. They find it very confusing that changing the drop-down doesn't change the default filter.
  • Nicholas_VelichNicholas_Velich Cireson Consultant Ninja IT Monkey ✭✭✭✭
    This page definitely needs some love. In my opinion, the main challenges with building a user-friendly search page are:

    1) AND/OR logic is not always obvious to everyone
    2) The difference between work items is not always obvious to everyone (as much as we would like everyone to understand ITIL :smile: )

    Barring a full redesign, I would propose just getting rid of this section:


    And adding it as a "Work Item Type" property in this section:


    Then, that drop-down list could combine all the similar-properties between classes. Many of the same properties are inherited from Work Item, while others are different-but-similar-in-purpose, such as:
    1. SR Support Group versus Tier Queue versus custom MA/CR Support Groups
    2. SR Status versus IR Status versus CR Status, etc..
    3. Classification versus Area, etc..
    Most of these are already combined in the ServiceManagement WorkItem table.

    As a throwback to middle school math, the AND/OR part of this comes down to 'order of operations' and inserting some logical parenthesis ("Add Group" as it is labeled now). If we had the above changes, and an  "Add Group/Parenthesis" button at the top-level, and an "Add Filter to Group" button at each group-level I think it would make a bit more sense.

    Of course, it could always be improved further with drag/drop, custom properties/enums, etc,... but we gotta start somewhere!
  • Michael_BaldryMichael_Baldry Customer Adept IT Monkey ✭✭
    @Nicholas_Velich - your solution would fix up every single piece of negative feedback we've heard on the search page. This sounds great!
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