samwoo Posted July 25, 2016 Posted July 25, 2016 Hello, I do apologise for the amount of question's i am going to ask... things that have popped up whilst working on the Self Service Portal. We have a huge number of Applications, managing which Service users are able to see is another job in itself... so I was wondering if I could request a new feature to have Sub Services or Sub Catalogs. At the moment we have each Application (based on their Resolver Groups) seperated and there is loads (alongside standard IT services) Laptop / Deskop Outlook / Email Access Request New Starter/Leaver/Mover Application 1 Applications 2 Applications 3 Application 4 etc... It would be a big benefit to have a main "Applications" Service, with individual Applications as a Sub Service with their own Catalogs Can we change the size of the icons or how the Services / Catalogs are viewed in the Self Service portal (maybe a list for example) - users have said that it's cluttered and too large Is it possible to remove the large image or have a smaller one as it takes up a lot of space at the top of the screen (on some of our user's laptops, it takes over half the screen) We need certain services to be in a certain order, but cannot reorder them... the only workaround we have is to use > Service Name < which isn't great but brings the most important services to the top (though not in the best order) We currently have no media server to upload images so they can be used in the FAQ's, could we have the feature where images can be pasted into it directly from clipboard ? Such as you currently have in Requests / Workspaces area? Or to be able to upload images then add them to a certain position in the FAQ (a bit like you have on the forums) Could we have a "minimum number of days" added to the Date Field on a custom form? If we put 5 days then it will automatically populate with 5 days from now, but will also inform the customer that the minimum number of days is 5 if they put in less. Thanks, Samuel 1
samwoo Posted July 29, 2016 Author Posted July 29, 2016 @James Ainsworth On 27/07/2016 at 1:11 AM, James Ainsworth said: We are currently looking at a change to make use of the existing Service Categories and provide some additional displays on the Portals based on these categories. This Service Category can be set within the Service Details. Is this the type of option that you are looking for? (I'm not sure why I have two posts with the same title... in this post but this is the main one.) James are you able to elaborate a bit more on what this would mean going forward? What I was looking for was a way to have an Applications Service with each business applications as a Sub-Service. When you click on the Sub-Service you get any forms / requests / FAQ's relevant to the Business Application. Maybe have a checkbox in the Services area to enable "Sub Services" to only enable it against specific services. See the following image as an example of how it would look in a hierarchical structure This will allow customers to see fewer services on the main screen, so if they have a specific applications request then they would open the Applications service, then open the relevant Applications Sub-Service then fill out the relevant forms. Thanks, Samuel
samwoo Posted July 29, 2016 Author Posted July 29, 2016 On 25/07/2016 at 10:42 AM, samwoo said: 2. Can we change the size of the icons or how the Services / Catalogs are viewed in the Self Service portal (maybe a list for example) - users have said that it's cluttered and too large @James Ainsworth has submitted a proposal from this post: On 25/07/2016 at 10:42 AM, samwoo said: 3. Is it possible to remove the large image or have a smaller one as it takes up a lot of space at the top of the screen (on some of our user's laptops, it takes over half the screen) Question asked in this post:
Everton1878 Posted July 29, 2016 Posted July 29, 2016 On 25/07/2016 at 10:42 AM, samwoo said: We currently have no media server to upload images so they can be used in the FAQ's, could we have the feature where images can be pasted into it directly from clipboard ? Such as you currently have in Requests / Workspaces area? Or to be able to upload images then add them to a certain position in the FAQ (a bit like you have on the forums) Some good points there @samwoo we'd like quite a few of those things too I'd like to be able to upload images such as the one on the portal screen, we have it linked to one on our website at the moment but there's no guarantee that it will stay on there. It would be good if we could upload these too such as you can in a call or use the webdav section in the admin portal to upload images to a folder We've got a lot of services that would benefit from some groupings and we'd like the icon size changes and uploading of custom icons
Michael Sharp Posted July 30, 2016 Posted July 30, 2016 4 hours ago, Everton1878 said: Some good points there @samwoo we'd like quite a few of those things too I'd like to be able to upload images such as the one on the portal screen, we have it linked to one on our website at the moment but there's no guarantee that it will stay on there. It would be good if we could upload these too such as you can in a call or use the webdav section in the admin portal to upload images to a folder We've got a lot of services that would benefit from some groupings and we'd like the icon size changes and uploading of custom icons I got around this by hosting the images in the Document Library within Hornbill and linked from there. Can't see why logos and default banners can't be embedded in the same way as assets and user images though....? 1
psybox Posted August 25, 2016 Posted August 25, 2016 On 30/07/2016 at 1:03 AM, Michael Sharp said: I got around this by hosting the images in the Document Library within Hornbill and linked from there. Can't see why logos and default banners can't be embedded in the same way as assets and user images though....? Hello - can you please explain in more detail how you achieved this? Any images I try and upload into the library ends up in My Buzz ...
samwoo Posted February 14, 2017 Author Posted February 14, 2017 On 29/07/2016 at 11:54 AM, samwoo said: @James Ainsworth (I'm not sure why I have two posts with the same title... in this post but this is the main one.) James are you able to elaborate a bit more on what this would mean going forward? What I was looking for was a way to have an Applications Service with each business applications as a Sub-Service. When you click on the Sub-Service you get any forms / requests / FAQ's relevant to the Business Application. Maybe have a checkbox in the Services area to enable "Sub Services" to only enable it against specific services. See the following image as an example of how it would look in a hierarchical structure This will allow customers to see fewer services on the main screen, so if they have a specific applications request then they would open the Applications service, then open the relevant Applications Sub-Service then fill out the relevant forms. Thanks, Samuel Just wondering if any thoughts to my query above has been discussed? I thought of this being a bit like the categories on the system where you can define up to 3 levels - the top level = Service the second level = Catalog (as normal) or if defined, a Sub Service the third level (if second level = Sub Service) = Catalog Thanks, Samuel
Steve Giller Posted February 15, 2017 Posted February 15, 2017 Wouldn't you just have an Application -> Issue and Application -> Request as the Service -> Catalog Item and then, when a service required a different set of questions to the standard set, use branching in the Progressive Capture?
Michael Sharp Posted February 15, 2017 Posted February 15, 2017 We use progressive capture in this way e.g. Try solution A which is decribed (multi-line text that is visible on the form but non-amendable Have a question underneath that says "Did this work?" (yes/no drop down, then "Next" button) If solution A worked, cancel the request If solution A didn't work, proceed with solution B on the same configuration and record a fault if none of the options worked As for the sub category element of the post, this is definitely something we would favour as well as the ability to add attachments to FAQs. Regards, Mike.
Lyonel Posted February 15, 2017 Posted February 15, 2017 why not simply use the service category? Then in the service catalogue you can use the drop down menu: Would be a bit redundant with your service "Printer" and "Access" but would be incredibly useful for "Applications". This is how we managed our 110+ services on our instance.
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