Terje Mognes

@Lyonel You can arrange Catalog Items within e.g. Incidents, but how can you arrange the layout in the Portal when you also have Catalog Items under Service Request and Change?

Thanks, this is really good news.

This is a Request I really support. The possibility to set the status for a Service the way we can today, gives valuable information to customers logged in to the Portal as well as for Agents. The feedback I have from our 1st line support, is that it will not be used, because of the downside you get regarding status not set back to 'Available'. To be able to automate this from the Business Process would be perfect. It could be triggered by a Human Task that asks the Owner if this Incident/Problem should set the Service Status, with the outcomes: No, Impacted or Unavailable. When ticket is closed, it's automatically set back to Available.

The Hornbill ESM app stores information on access given to users for different services (Service subscription), But can not be used for audit control/revisions. The access provisioning is not linked to or controlled by the request process. We see a need to store this information in Service Manager, and also automate the process. A user should be able to Request access to an application from the Service Portal. The fulfillment process should include approval, and then automatically add the user to the correct Service/application as a subscriber. The subscription record should also include a text field for additional information like type of access (e.g. Administrator access), and store the link to the initial Request. If we can create reports or views based on subscription, we will have total control over all given access, including the Requester, Approver, date/time etc. The unsubscribe process should be automated the same way. If we also could trigger external automation tools, the process could actually execute the request as well.