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Different incident list depending on service request. RRS feed

  • Question

  • Hi.

    Is this possible at all?

    We have different service offerings out to our customers and I'd like to reduce the 'Classification' (Incident Classification List) bloat. As such, depending on the service offering have it look at it's own incident classification list or just part of a single list?

    Cheers.

    Monday, January 7, 2019 3:52 PM

Answers

  • Hi CD.Evans,

    That may be possible with some wizardry, but even if possible, the end users don't always select the correct classification.  It really comes down to IT process.  If the Help Desk is more of a triage/traffic cop for IR's then it's a moot point because the HD can set the proper classification.  If the end user creates the ticket and workflows route the WI based on classification then it's relevant.  In that case I can think of 3 options (Certain there's more but can't think of them now), 1.) customization, but again don't have the code to offer you 2.) Would be to create multiple Service Offerings based on classification, but not too many because you don't want to complicate the navigation. These would each leverage a template with a pre-set classifications.  3.) Another option that could help is a tool from Cireson called Advanced Request Offering.

    Hope that helps.

    • Marked as answer by CD.Evans Monday, February 25, 2019 11:44 AM
    Thursday, February 21, 2019 11:10 PM

All replies

  • Hi CD.Evans,

    That may be possible with some wizardry, but even if possible, the end users don't always select the correct classification.  It really comes down to IT process.  If the Help Desk is more of a triage/traffic cop for IR's then it's a moot point because the HD can set the proper classification.  If the end user creates the ticket and workflows route the WI based on classification then it's relevant.  In that case I can think of 3 options (Certain there's more but can't think of them now), 1.) customization, but again don't have the code to offer you 2.) Would be to create multiple Service Offerings based on classification, but not too many because you don't want to complicate the navigation. These would each leverage a template with a pre-set classifications.  3.) Another option that could help is a tool from Cireson called Advanced Request Offering.

    Hope that helps.

    • Marked as answer by CD.Evans Monday, February 25, 2019 11:44 AM
    Thursday, February 21, 2019 11:10 PM
  • The best way would be to use Cireson Advanced Request Offerings you can find more info here - https://cireson.com/products/service-management/advanced-request-offering/
    • Edited by JamesAtance Friday, February 22, 2019 11:27 AM
    • Proposed as answer by Andreas BaumgartenMVP Sunday, February 24, 2019 8:04 AM
    • Unproposed as answer by CD.Evans Monday, February 25, 2019 11:23 AM
    Friday, February 22, 2019 10:00 AM
  • Hi,

    absolutely agree with James... Cireson's Advanced Request Offering can cover that requirement. I think itnetx had also a feature on their portal that gives you the possibility to build request offerings with conditions. 

    To do it on your own, you will have to be really good in MP authoring, XAML, C# and all of those stuff...

    Regards,


    (Please take a moment to "Vote as Helpful" and/or "Mark as Answer" where applicable. This helps the community, keeps the forums tidy, and recognizes useful contributions. Thanks!) Blog: https://blog.pohn.ch/ Twitter: @StoyanChalakov

    • Proposed as answer by Andreas BaumgartenMVP Sunday, February 24, 2019 8:04 AM
    • Unproposed as answer by CD.Evans Monday, February 25, 2019 11:24 AM
    Friday, February 22, 2019 1:22 PM