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Re: Workitem Tagging Instead of Expanise Classification List
This was a fun challenge from our management as well. Basically needing to provide the end result of metrics for software, internal applications, and services. Management was always questioning why 70% of our support calls were software issues. They wanted to know more of the break down. How we are accomplishing this. We… -
Re: do we need Orchestrator to forward SR based on activities?
Yes/no based on what I think you're asking - The no part of your question: I outline this type of scenario in How does your service desk effectively manage large queues of work each with multiple activities? In short, you have an SR template that has no Assigned To user and assigned "parent" support group that has no one… -
Cachebuilder Not Updating Database (dbo.CI$User Empty)
Our team is attempting to install the Analyst Portal and are having trouble getting the ServiceManagement Database to update resulting in "LOGINACCESSDENIED" when attempting to sign into the portal (forms authentication). The install completed with no errors or warnings. The CacheBuilder log reports the following:… -
Microsoft Partner Cireson Achieves Top Inc. 5000 Placement, as 167th Fastest Growing Company in U.S.
Cireson is pleased to announce their ranking of #167, recently published by Inc. 5000, the most prestigious ranking of the nation’s fastest-growing private companies. The list represents a unique look at the most successful companies within the American economy’s most dynamic segment. As the #167th fastest growing… -
Re: Slow load/search time for request offering user selection
The issue is, that the portal caches the returned items, before letting the user search for them. There's a few workaround for this, not all of them are pretty. The original workaround is to have a String prompt right above the query, where to prompt for a username, and use that input as a token in the criteria of your… -
Re: Support Group Notification when SR/IR unassigned
We are using OOB notification subscriptions to email a group of users when an incident is transferred to their support group when it meets the criteria. This is how we set them up if it helps you: Name: SysAdmin Escalated Incident (Periodic) When to notify: Periodically notify when objects meet a criteria Targeted class:… -
Re: Set Incident Resolution Description Mandatory
I've toyed with an incredibly similar idea, but I've (personally) always ran into these two fundamental points:* If I set a minimum, it may not play nice if an analyst "Cancels" or uses "Fixed by Higher Tier Support" to resolve the Incident * If I enforce a minimum (and analysts know it is enforced), an analyst may punch… -
Re: Service Offering Permissions and Visibility (Verifying my understanding)
Hi @NazOsman i'm following what you are saying up to how you were creating the dynamic groups and how you're targeting a description string. If i'm understanding though, you want to just exclude Students from viewing "Install New Printer" and Staff/Faculty will be able to see the rest of the request?… -
Walk Through – Portal Deployment Example Part 2
As if the Cireson Portal V3.x - V5.x Installation Instructions KB isn’t already long enough, here is a basic example walking through of the installation of the Cireson Portal for someone new to SCSM and Cireson. Important Note: This article is not meant to replace the install instructions; rather provide a Contoso example… -
Replace Survey App with a Simplified Net Promoter Score (NPS) App
In an effort to get a higher quantity and more relevant results from the survey app, I believe it would be more beneficial to replace the survey app with a simple Net Promoter Score (NPS) solution to allow end users to provide quick, simple and useful feedback about their experience and satisfaction. The NPS solution…