Jump to content
Jeremy

Services and Supporting Teams

Recommended Posts

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?

  • Like 1

Share this post


Link to post
Share on other sites

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

  • Thanks 1

Share this post


Link to post
Share on other sites

This sounds like a great idea +1

Nasim

Share this post


Link to post
Share on other sites

@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

Share this post


Link to post
Share on other sites

@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

 

Share this post


Link to post
Share on other sites

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

Share this post


Link to post
Share on other sites

@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.

Share this post


Link to post
Share on other sites

@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.

 

Share this post


Link to post
Share on other sites

@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.

Share this post


Link to post
Share on other sites

@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

Share this post


Link to post
Share on other sites

@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?

image.png

  • Like 1

Share this post


Link to post
Share on other sites

@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

Share this post


Link to post
Share on other sites

@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.

Share this post


Link to post
Share on other sites
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. 

Share this post


Link to post
Share on other sites

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.

Share this post


Link to post
Share on other sites
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?

Share this post


Link to post
Share on other sites

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.

image.png

  • Like 1

Share this post


Link to post
Share on other sites

@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

Share this post


Link to post
Share on other sites
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

Share this post


Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now

×
×
  • Create New...