Quick Calls skip the CI selection

[AndyHodkinsonPrincesIT]

Hi, when creating a new incident using a quick call, service manager skips the s CI selection stage. This means that if the analyst doesn't go back a step and select the CI, the request doesn't use the correct BPM and they get an error message. Can this be looked into please as it means the quick calls aren't actually quick. Thanks

Regards,

Andy Hodkinson

 

[James Ainsworth]

Hi @AndyHodkinsonPrincesIT

The Quick Calls were a beta feature that was created prior to Service Manager having Request Catalog Items.   Is there particular functionality that you are looking for that is not provided by the Request Catalog Items?  Quick Calls will most likely be phased out in the future as you should be able to accomplish the same thing with the Request Catalog Items.

Regards,

James

[AndyHodkinsonPrincesIT]

@James Ainsworth Hi James, our service desk complete daily checks that could result in further actions being needed from other IT teams. To capture this though and meet internal controls the SD must raise a new incident. The details in the call are always the same so being able to raise a quick call with all the details already completed makes life a lot easier for them. I don't really want to have to create new CI's, PC's and BPM's just to raise a simple call, especially when there could be at least 20 differnent options. 

The quick calls were a great little feature of the old supportworks system so I'm surprised you would not keep this in service manager when it probably just needs a little more tweaking to get it right? Thanks

Regards,

Andy Hodkinson

[AndyHodkinsonPrincesIT]

Hi @James Ainsworth, is there any update on this please? Thanks

Regards,

Andy Hodkinson

[James Ainsworth]

Hi @AndyHodkinsonPrincesIT

Regarding the error that you are getting in your original post, I would recommend raising an issue with our Support Team to investigate.  

 

On 1/9/2019 at 8:43 AM, AndyHodkinsonPrincesIT said:

our service desk complete daily checks that could result in further actions being needed from other IT teams

While I'm not familiar with what is involved in your Daily Checks there may be some alternative approaches that might be beneficial.

While still using a request type to manage this (incident in your case) if this is a regular daily activity taking place, have you considered automating this?  There is a feature that would let you schedule the automatic creation of these incidents without someone having to manually create this activity each day. 

Something else to keep in mind is that the requests within Service Manager are each defined for a purpose.  The focus of Incident is to allow customers to report issues and it provides a line of communication between the customer and Service Desk in order to resolve the issues that a customer is having.  With this in mind, have you considered using Activities for performing daily checks? Activities can also be scheduled and then also have checklists, custom fields, and custom outcomes.  There is a calendar for Activities and the right hand panel gives each user a quick view of what activities they have scheduled.

Regards,

James