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Service Portfolio Supporting Team: Highlight the main supporting team


samwoo
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Hello,

As far as I understand it, the team that has been linked to the Service the longest (even by seconds) is the main supporting team when it comes to using the BPM node Assign to Support Team:
image.png.09e9f275fae7950eb9649991f828b75d.png

Please can I request there to be a way to highlight the main supporting team against a Service under Service Portfolio, having a toggle slider?
(Mock-up below)
image.png.7f225f0719e8227a8b99e2365587726d.png

  1. If someone attempts to turn on the Slider for another team it should either stop them and show an error message that the existing main support team must be disabled, or it should switch the existing main support team off, and the new one on automatically.
     
  2. I think this should only be accessible via a Role
     
  3. The Team with the toggle on, should remain at the top of the Supporting Teams list

Thanks,

Samuel

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  • 4 weeks later...
  • 1 month later...
  • 6 months later...

Good morning,

I had an instance yesterday where I couldn't easily work out what the main supporting team of a Service was in Service Portfolio.  Thankfully, this Service was not currently used in Live, so I was able to freely delete all the Supporting Teams and re-add them in again in the order that I want, but it would be extremely helpful to be able to see what the main supporting team for a Service is, with the option to change it if necessary.  Had I needed to change the main Supporting Team in a Live Service, I could've caused issues.

I was wondering if anyone has picked up this request?

In addition, it would be good if the main supporting team for a Service could also be displayed within the Service Portfolio search pages.

Thanks,

Samuel

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  • 1 month later...

Hello,

Any thoughts on this one?  I've been off for a week and logged on this evening to do a bit of work on Hornbill (the final BPMs that needed updating for the new SLM functionality) ... and have noticed some tickets against a Service was assigned the additional support team instead of the team it should have gone to first... I had been doing some work to make sure everything is current and removing what's note, but I obviously made a mistake here though was not obvious at the time.

If there was visibility on the "Main" support team for the Service these tickets were raised against, I could have prevented this from occurring. 

I am using the node "Assign to Service Team" throughout all my Business Processes as its extremely convenient, particularly that I've been able to create 2 generic BPMs, one for Incidents and one for Requests and be able to use them against approx. 50% of my Services (I'm still discovering more Services with Catalogs that could utilize these generic BPMs) ... this makes updating the BPMs in the future easier if required (although it would still be good to have passthrough BPMs thoughl... for example, our final two stages in all our BPMs are exactly the same, but duplicated... so, it would be good to be able to edit once and everything else updates...) 

I've also had a look at creating a report, but I have no idea how to capture the "Main" support team of a Service in Hornbill Reporting - any advice would be appreciated.

Thanks,

Samuel.

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Hi @samwoo,

The Hornbill Automation in your screenshot picks the service from h_itsm_serviceteams (supporting teams table) ordered by h_pk_id ASC, meaning the first team that is associated as a supporting team to the service will be picked. The requirement that you mention, the ability to set a default team in the Supporting Teams area to be used in the Hornbill Automation tasks, is valid. The Service Portfolio area is under review at the moment and enhancements will not be considered in this area until the review is complete and roadmap is defined.

You could select the service to use via the 'Service' option in this Hornbill Automation - is this a viable solution for you in the interim? Alternatively, you could re-add the supporting teams to the service and add the supporting team that you consider as your default as the 1st supporting team?

image.png

Ehsan

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4 minutes ago, Ehsan said:

The Hornbill Automation in your screenshot picks the service from h_itsm_serviceteams (supporting teams table) ordered by h_pk_id ASC, meaning the first team that is associated as a supporting team to the service will be picked.

That's great @Ehsan - thanks! I wasn't sure how it was ordered but that makes total sense given that the ID is ordered based on the order it was inserted in.

7 minutes ago, Ehsan said:

The Service Portfolio area is under review at the moment and enhancements will not be considered in this area until the review is complete and roadmap is defined.

Thank you for the update - I look forward to hearing more about this

8 minutes ago, Ehsan said:

You could select the service to use via the 'Service' option in this Hornbill Automation - is this a viable solution for you in the interim? Alternatively, you could re-add the supporting teams to the service and add the supporting team that you consider as your default as the 1st supporting team?

I'm not sure how we can use that particular parameter (I haven't thought about it), but most of our BPMs are exactly the same as we've not got a need to capture the finer detail or do anything specific, so I opted to use the Service Teams plus Generic BPMs to redirect tickets to the relevant teams based on the Service they were raised against.  This has been a game changer in the management of our Services Catalogs + BPMs as it's saving me a lot of time by not having to have a specific BPM for every single catalog + request type.

10 minutes ago, Ehsan said:

Alternatively, you could re-add the supporting teams to the service and add the supporting team that you consider as your default as the 1st supporting team?

Brilliant! It sounds like it's safe to remove supporting teams and then re-add them, without impacting the teams already assigned to requests against the service?

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@samwoo,

Yes, ideally you would remove and re-add at the end of the working day, just in case an analyst is a millisecond faster than you in raising a Request ;) . Give it a try on one service, confirm that the Requests against the service are OK, and then go ahead to apply for the other services.

Ehsan

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  • 7 months later...

Good morning,

I was wondering if there were any thoughts on improving the visibility of the "first" support team added to a Service.

For example, either:

  1. Changing the background colour of the first team
  2. Changing the order of the Supporting Teams list to the order the Teams were added in
  3. Adding the sequence number to the left
  4. A combination of two or all ideas above

Thanks,

Samuel

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