Jeremy Posted October 30, 2019 Share Posted October 30, 2019 We have some services where we have supporting teams which works well, however some of these requests need to be shared with other teams but can't find a way to make this possible. We have tried adding a linked service, but this still honours the original service and does not allow access to the request. The only way that we can get this to work is to add a specific analyst as a member then they can see the request, is it possible to allow analysts access by honouring the access of any services that are linked to that request? 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted October 31, 2019 Share Posted October 31, 2019 Hi Jeremy, Thanks for your post. I like the idea of giving the supporting teams of linked services, visibility of the request. This would have a bit more flexibility than the members. I'll look to have a change raised. I'll update this post once it has been accepted and scheduled. Regards, James 1 Link to comment Share on other sites More sharing options...
nasimg Posted November 1, 2019 Share Posted November 1, 2019 This sounds like a great idea +1 Nasim Link to comment Share on other sites More sharing options...
Martyn Houghton Posted November 1, 2019 Share Posted November 1, 2019 @James Ainsworth This ties in with our earlier request below about the Linked Service request model. Cheers Martyn 1 Link to comment Share on other sites More sharing options...
davidrb84 Posted November 1, 2019 Share Posted November 1, 2019 This would be really handy given the rigid nature of the service/ticket relationship. 1 Link to comment Share on other sites More sharing options...
nasimg Posted November 21, 2019 Share Posted November 21, 2019 @James Ainsworth, @Martyn Houghton We have released our first attempt at a service catalogue and have run into the issue of supporting teams/service restriction almost immediately. Having multiple services and supporting teams is a great idea but when the customer choses the wrong one (eg. App not starting - is it an App or Network issue) is really causing negative feeling with the analysts and preventing adoption of this feature. Could this change be prioritised as I'm sure the wider Service Manager community would get great benefit. Nasim Link to comment Share on other sites More sharing options...
Martyn Houghton Posted November 21, 2019 Share Posted November 21, 2019 @nasimg The way we get around this at the moment is having multiple support teams on the ones that often get crossed over, but have the concept of primary support team who get the request assigned to them first based on the Service the user selected. Once they done the initial investigation and identified it/the cause correctly the then re-assign to the other team. Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted December 4, 2019 Share Posted December 4, 2019 Thanks everyone for the feedback. I've added all of you to the change. This is not yet in our 90 queue, but we will review it again in January. Regards, James Link to comment Share on other sites More sharing options...
HGrigsby Posted December 5, 2019 Share Posted December 5, 2019 +1 for us too please Link to comment Share on other sites More sharing options...
James Ainsworth Posted December 17, 2019 Share Posted December 17, 2019 @Jeremy On 10/30/2019 at 8:36 AM, Jeremy said: is it possible to allow analysts access by honouring the access of any services that are linked to that request? I just wanted to understand the type of access that you are looking for. Would you expect all the supporting teams associated to the linked service to have full access to the request or view only access? I can see some concerns with having teams from other services having the ability to resolve/close or drive BPM workflow decisions. There may be a lot of complexities with access as a result. Link to comment Share on other sites More sharing options...
nasimg Posted December 17, 2019 Share Posted December 17, 2019 @James Ainsworth Isn't something we want from linking the services - the ultimate goal is we want teams outside the normal supporting ones to be able to deal with specific requests. This is where customers have chosen the wrong service, or one supporting team needs to pass the request to one which normally doesn't. Link to comment Share on other sites More sharing options...
Jeremy Posted December 17, 2019 Author Share Posted December 17, 2019 @James Ainsworth exactly how @nasimg suggests if the request is linked via services then I would expect those analysts in the supporting service to be able to update/close/hand the request in the same way as the service that it logged against. From our side we cannot see that many complexities but we don't understand the Service Manager application as you guys do. Link to comment Share on other sites More sharing options...
Martyn Houghton Posted December 17, 2019 Share Posted December 17, 2019 @James Ainsworth As @nasimg mentions, we want to be able to allow support teams for the linked service to have access to and be able to be assigned the request, as a means of not being able to change the service or catalog once logged. Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted December 17, 2019 Share Posted December 17, 2019 @Jeremy I was also wondering if we were to expand the Member feature to allow for teams to be added, would this also work for you as an alternative method for giving access? 1 Link to comment Share on other sites More sharing options...
HHH Posted December 18, 2019 Share Posted December 18, 2019 @James Ainsworth Being able to set teams as members and/or connections would be a huge help for us and also facilitate doing this through BPM automation without having to keep tabs of analysts coming and going Link to comment Share on other sites More sharing options...
Jeremy Posted December 18, 2019 Author Share Posted December 18, 2019 @James Ainsworth the problem that we would have with this approach is that we do not normally assign to individuals, we assign to a team and then they choose the requests. Also would this allow people that are in non-supporting teams permissions to interact with the request? Personally I think that have the linked services would be a better option, also this then gives scope for other enhancements like allowing the FAQs to be bought into the request from for both linked services etc. Link to comment Share on other sites More sharing options...
James Ainsworth Posted December 18, 2019 Share Posted December 18, 2019 9 hours ago, HHH said: Being able to set teams as members and/or connections @HHH regarding the connections, the connections feature is more directed towards customers or service subscribers and not members of supporting teams. For this topic, we will be keeping this within the bounds of the supporting teams. Link to comment Share on other sites More sharing options...
James Ainsworth Posted December 18, 2019 Share Posted December 18, 2019 Thanks for the feedback @Jeremy If we add the ability for adding Teams to the members option, this would allow users of these teams (including non-supporting teams) access to the request, provided that the user has a full Service Manager subscription. Link to comment Share on other sites More sharing options...
Jeremy Posted December 19, 2019 Author Share Posted December 19, 2019 14 hours ago, James Ainsworth said: adding Teams to the members option @James Ainsworth this would be a great starting place. I guess this request would then appear in their request list for them to action.... as any other normal request? Link to comment Share on other sites More sharing options...
James Ainsworth Posted December 19, 2019 Share Posted December 19, 2019 If we go ahead with an option to allow teams to be added as members, then the users would see these requests on the request list when using the I'm a Member option. 1 Link to comment Share on other sites More sharing options...
nasimg Posted December 19, 2019 Share Posted December 19, 2019 @James Ainsworth This would work for me - but not as well as having the linked service. I assume the requests sits with the original team and has the old owner, which may annoy staff who wish to only see requests they are dealing with. Nasim Link to comment Share on other sites More sharing options...
Jeremy Posted December 20, 2019 Author Share Posted December 20, 2019 19 hours ago, James Ainsworth said: I'm a Member option @James Ainsworth this won't work very well for us as we would expect this request to be in the main queue/request list Link to comment Share on other sites More sharing options...
nasimg Posted February 12, 2020 Share Posted February 12, 2020 Just another bump as this has been raised again by our teams and management. Nasim Link to comment Share on other sites More sharing options...
HHH Posted February 12, 2020 Share Posted February 12, 2020 On 12/18/2019 at 7:57 PM, James Ainsworth said: @HHH regarding the connections, the connections feature is more directed towards customers or service subscribers and not members of supporting teams. For this topic, we will be keeping this within the bounds of the supporting teams. Then +1 from us for allowing linked services to inherit permissions Link to comment Share on other sites More sharing options...
Jeremy Posted December 10, 2020 Author Share Posted December 10, 2020 another bump for this one, as it was gaining some traction but then went a bit cold. Link to comment Share on other sites More sharing options...
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