[Outage of Service manager]

Hi all,

Just a note to say we had a 10-20 minute outage of our instance from approx 11:00 this morning.

In case anyone else had any issues.

[Filtering custom views]

Hi,

I wonder if you could make it so the filters can be applied to custom views, in the same way as the built in views (My Teams, etc)

 

[Searching after Outage]

removed

[Images in Timeline]

Hi,

So images can be included in outbound Emails from a job, however, they do not appear in the timeline.

Could this be considered for a future feature update please?

 

[show if Incident associated to a Problem/KE]

thanks @James Ainsworth this is useful, but there are a couple of elements that would be useful if changed.

1) Applying view type filters to the report seems to apply to the problems, rather than the incidents. So for example creating a view to only show "this week" won't show anything as the problems were from weeks ago, even though the incidents were from this week

2) In this case I'm trying to show those incidents that don't have a problem associated, which is why showing it as a field in a view would allow sorting/filtering.

[show if Incident associated to a Problem/KE]

It would be great if Views could show/highlight when an incident was associated to a problem/KE. Sometimes there are sets of jobs were all incidents should be associated to a problem, this would make that easier to see.

In the interim is there a report I could generate to check?

[bulk create services]

Having undertaken a review of our Service Catalogue we have a need to create/retire and rename dozens of services.

I suspect retiring and renaming makes most sense to do manually.

But, is there a mechanism by which new services can be created in bulk?

[Replying to Emails]

@Steve Giller would this reply be attached to the ticket?

[Link to Services]

This would be useful, and possibly a way to extend how much information we could associate easily with a service.

[edit FAQs]

Hi

I wonder if anyone else would find it useful to be able to have a clickable link in the request view of FAQs to jump straight to an edit screen for that FAQ.

Use case would be, I'm about to use this FAQ but notice it's incorrect/typo/incomplete and want to quickly go and correct it.

*Wonder over the epic mockup I've produced*

 

[Service Domains vs Service Categories]

Hi @Steven Boardman that is fantastically useful thank you!

I don't want to ask too much, but I'm interested in how the service domains/catetgories will be presented in the main ticket raising interface. The Service Picker element of the PCF makes categories available currently, not sure how that would work with the changes you've described.

[Service Domains vs Service Categories]

Good morning,

I appreciate the new Portal is pending, and I'm glad to hear the obvious effort into making it robust.

However, I have a question about Service Domains and Service Categories and their relationships to Services in the new release.

We're redesigning our service catalogue (I mean the actual catalogue, not it's presentation in SM) but would like to mary this to the structure in SM.

From what I've seen there are a few possible options, is anyone able to shed any light?

 

1) Service Domains top of the tree, categories are associated to 1 domain, services to 1 of those categories. (Or domains and categories reversed)

2) Service Domains and Service Categories are peers, with services associated to both 1 category and 1 domain

3) Something else.

[no data shown for "Direct Requests" in portfolio view]

When looking at the requests tab of a service, we can see Reference, and Status but all other columns are blank. This was replicated on another users machine and a browser cache clear doesn't fix the issue.

[New portal design highlighted at Inisights 2019]

@Victor @Gerry Hi Both, just wondering where we are with the new employee portal preview?

[Services and Supporting Teams]

This would be really handy given the rigid nature of the service/ticket relationship.

[New portal design highlighted at Inisights 2019]

Hi @Daniel Dekel just checking in on this one, as we're now at the 4 weeks :-)

 

We're a persistent bunch on this one as it looks to be such a dramatic improvement. Particularly for those of us growing into really diverse business areas.

 

[[IMPORTANT] Hornbill service impacted [RESOLVED]]

Thanks @Ehsan that makes sense, will look out for the update.

[[IMPORTANT] Hornbill service impacted [RESOLVED]]

We are all Chrome users here

 

[[IMPORTANT] Hornbill service impacted [RESOLVED]]

And us here, got a whole service desk pulling their hair out.

It's happening pretty frequently for us. No other sites having similar issues, so pretty confident it's not a network issue our end.

 

Is there anything more than times that would be useful for us to capture to look into the issue?

 

[extra fields for Services]

While we're in wishlist land, a tab or box on the right perhaps showing some real time Service specific stats  e.g.

 

• Time since last Critical Incident
• List last 5 Critical Incidents
• Incidents raised in last 7/30/90 days (or similar)
• Requests older than 30/90 days

[extra fields for Services]

Hi @James Ainsworth that's exactly where we were thinking.

And yes adding built-in fields would be nice.

Any or all of the below would be amazing, I've included an idea of the format.

• Business Owner (single account picker (like owner is at the moment))
• Service Manager (single account picker (like owner is at the moment))
• Technical Contact (could be single account picker (like owner is at the moment) better would be multiple account picker. Pretty good would be multi line text)
• Detailed technical description of service (i.e. not something customer facing like the main description)
• Tier (e.g. 1/2/3) (Drop down based on simple list?)
• Last Service Review (date)
• Third-Party contact details(Multi line text)
• Change Management details (Service specific details e.g. routine maintenance windows, at-risk periods, critical times, etc)(Multi line text)
• Agreed Escalation paths (e.g. Service Desk -> Business technical team -> supplier or Service Desk --> 3rd Party support)(Multi line text)
• Related Services (links to other services, or a multi line text to describe those relationships)
• A diary function would be great showing changes over time, like you get for requests. (e.g. UserName changed Service title from "Test" to "Test 23")

 

 

[extra fields for Services]

As an organisation we're having a go at using Service Manager as a Service Portfolio tool.

We plan to store the data as attributes of the service rather than in an old-school document (all previous attempts have done that).

I'm finding I need more fields than the 6 or so I'm able to add.

Is there any chance of adding more?

 

Also: It's nice having an 'owner' and that's presented when adding authorisers to an associated change request. But having an identified technical contact, service manager, business owner, would be really helpful as well (although possibly harder) having all these presented in the suggested authorisers bit of the add authorisers dialog would be great.

[Building a knowledge base?]

@James Ainsworth Likewise here, enhancements to knowledge management would be EXTREMELY well received.

[add phone number to searchable fields in co-worker lookup]

@Steven Boardman is there any way we could get a custom field on there, e.g. Attribute 1 or similar.

We have a lot of students as co-workers and they have 2 email addresses, a standard one based on their user number, and a friendlier one (an alias) that they frequently use, I would love to be able to get their aliases into SM and have it be searchable.

[add phone number to searchable fields in co-worker lookup]

thanks @Steven Boardman that's brilliant, what else can you search on!!?