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James_Palmer

James_Palmer Customer IT Monkey ✭

November 2017 in Self-Service Portal - Community

1. In the analyst portal, when we go to assign a case to an analyst I cannot get a list of analysts?

2. When you re-open a request it does not prompt the user for a comment, can this be done, as if you use the native service manager it does?

3. Under related configuration items what is "affected user items" we cannot get it to display anything?

4. When using the query results data type in advanced request offering, how can you select the returned field, it looks like it is returning the CI display name?

Many thanks

James

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john_doyle Cireson Support Ninja IT Monkey ✭✭✭✭

November 2017

1. Have you changed the UserQuery setting under Admin Settings > Setting Items?
2. It could be done, but you would have to add some custom JavaScript code to achieve it.
3. Affected User Items lists the Config Items for which the user is a custodian. If you open the user CI in the SCSM Console, you will see this relationship under the Related Items tab.
4. The Query Results prompt returns a config item which can be related to the work item as an an affected or a related config item.

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James_Palmer Customer IT Monkey ✭

December 2017

Hi John,
Thanks for the info.
Am progressing ..
cheers
james

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