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Request user input on the incident form

Answered Request user input on the incident form

  • Friday, December 11, 2009 2:57 PM
     
     
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    Hi,

    I have noticed the 'Request user input' task on the incident form.

    When using this how can you notify the affected user that their input is required?

    The scenario below would be ideal.

    Analyst fills in the 'Request user input' box and the affected user receives an email with the input required. From the email the user can do one of the following:

    a.     Reply to the email which informs the analyst that this has happened with the details from the affected user.

    Or

    b.     The email has a link to the end user portal where the affected user can enter the input required which is then updated into the incident and informs the analyst this has occurred.

    Is this possible? If so what is the best approach?

     

     

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  • Monday, December 14, 2009 6:36 AM
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    I wrote a blog post to describe how to do this since it should be a fairly common thing people need to set up.
    http://blogs.technet.com/servicemanager/archive/2009/12/13/requesting-input-from-user-about-an-incident.aspx
    Travis Wright Senior Program Manager Lead Microsoft
     
  • Monday, December 14, 2009 9:21 AM
     
     
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    Hi Travis,

    Thanks for the blog entry, so just expanding that, will it be possible to notify the 'Analyst' that the user has updated the incident? I cannot work out which criteria to use to accomplish this.

    Thanks
    Mark
     
  • Tuesday, December 15, 2009 8:01 PM
     
     
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    Or possible to have the state change from pending back to assigned following user input?
     
  • Thursday, January 14, 2010 3:39 PM
     
     
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    Hey Travis,

    Is there a way that you can add the comments the analyst adds to the request user input, to the e-mail that gets sent out to the user?

    Mayby I am not clear. The Analyst adds the option "Request user input" he then fills in what he needs to know from the user.
    (the workflow shoots) and the the End user recieves an e-mail that more information is required.

    But not what the analyst asked is added to the e-mail. Could this be done. Since I can not find the field as of yet!

    Thnaks for the help Travis!
     
  • Thursday, January 14, 2010 6:15 PM
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    Unfortunately, in SCSM 2010 it is not going to be possible to have the end users update the incident from the portal.  They will need to call in to a phone number or send an email to an email address provided in the outbound notification. When the analyst takes the call or processes the incoming email from the end user he can look up the information needed from the user in the action log of the incident, log the information from the user and change the status back to Active, resolved, or whatever is appropriate.
    Travis Wright Senior Program Manager Lead Microsoft
     
  • Thursday, January 14, 2010 6:17 PM
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    Two options here.  1) You could add the entire action log to the email and the most recent entry would be the request for information from the user. 2) You could create a special field on the form for this and insert the contents of that field into the email message in the notification template.
    Travis Wright Senior Program Manager Lead Microsoft
     
  • Friday, February 25, 2011 3:31 PM
     
     
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    Hi Travis

    Has there been any update to this functionality?

    It would seem a pretty obvious requirement that a user could update the case from the same interface that it was initially raised from i.e. the portal

    Cheers

    Dave

    Dave
     
  • Friday, February 25, 2011 3:37 PM
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    When we release the portal source code (today I hope!) it will include a new version of the portal that has the abilty to update incidents.

    Travis Wright Senior Program Manager Microsoft
     
  • Friday, February 25, 2011 3:43 PM
     
     
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    Travis

    Thanks for the quick reply.

    Wow talk about perfect timing... :) Can I ask by what method will this update be obtainable?

    Cheers

    Dave
     
  • Friday, February 25, 2011 3:49 PM
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    It will be available as a download from somewhere on microsoft.com (MSDN?).  I'll announce the release with a pointer to the actual location as soon as it is ready.  Watch for it on http://blogs.technet.com/b/servicemanager or folllow me on twitter http://twitter.com/radtravis
    Travis Wright Senior Program Manager Microsoft
    • Proposed As Answer by DjKg Friday, February 25, 2011 3:51 PM
    • Marked As Answer by Travis Wright MSFTOwner Friday, February 25, 2011 3:52 PM
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