Managing the availability of a service

[Adrian Simpkins]

Hi All,

We want to start getting our teams to start marking Services when impacted (up until now it is something I or Steve have been maintaining).

I note we can only have one nominated Owner of a Service, so I wanted to ask if this could be marked against a whole team at some point, as we want all of a team to have this access to mark a service if the nominated Owner is not available.

So I wanted to check if we grant the team Members the 'Service Manager' role would this then allow the whole team to manage the availability of a service please?

Many thanks

[Steven Boardman]

@Adrian Simpkins there are a few options here.

1. If a user is a member of team which supports a service, they will have cut down rights to the service, including the ability to manually set the status of the service

Because they won't have service related roles, they will not see the options to manage services from the menu but they can click on the service name in a request to open the cut down view above.

 

2. The second option is to configure an Auto Task process, and expose this under custom button's on the request - this will allow the agents to click a button to set the status of the service against which the request is logged to impacted / unavailable or available - you would need to create different auto tasks for each, and add them to custom buttons - this may not be ideal, as you won't have the option to add any supporting message to the service status change, but it is an option to explore, as the business process engine does have the option to set a service status, and these options can therefore be used in an Auto Task from a button on a request.

Hope that helps

Steve

 

[Adrian Simpkins]

Hi Steven, thank you for the explanation, I was unaware that being a member of the team that supports a service gets this cutdown access view - this is perfect as I just want them to manage the status I have also considered an auto task as a more permanent solution going forward

 

Many thanks as always !