Display SLA Priorities on User Portal

[derekgreen]

Hi. Our auditors require us to display our SLA priorities on the User Portal alongside the various services available to users. Is this easily achievable?

Thanks.

[Steven Boardman]

Hi @derekgreen

You can include the SLA details in the Service descriptions so they appear as follows:

The Service Descriptions support wiki markup so you can format this for the presentation you require.

You can manually add any text (including your SLA and Priority information) against each service that you offer. 

Hopefully this helps?  

Steve

 

[derekgreen]

Looks good Steve - I had thought that adding the SLA's as a service on the Portal would be the way to go. I'd also like to display a link to a document on our intanet that gives general advice to staff regarding ICT issues, I suppose this would be achieved in a similar manner.

Thanks.

[Steven Boardman]

Hi @derekgreen

You can include links to to other content in both the Service Descriptions but also in the bulletins / news which go across the carousel, so you could could add something like:  [[https://www.bbc.com|More info here]]

Which will look like this on the portal - first in the service description as a clickable link:

Or in a Bulletin as a clickable link again 'Click Here'

The other option is also making the information on your intranet available as an FAQ against the service, then this is available in Service Manager, and searchable from the portal using the search bar. 

Again hopefully some options for you to consider

Steve

[Dan Munns]

Hi @steven boardman,

What is the correct way to inset line breaks into your wiki markup?

The wiki markup shows correctly in the dropped down service descriptions but line breaks render as text rather than an actual line break. The wiki markup renders as plain text in the title of the service tile which is why I was hoping for a line break.

I have tried {{-}} and {{break}} but neither of these work. I have also noticed that other wiki markup fails to render correctly such as ---- (horizontal rule) and : (indents)

Is there a list of useable wiki markup anywhere we can refer to?

Thanks

[Steven Boardman]

Hi @Dan Munns

A subset of wiki markup can be used and is documented here on the wiki:

https://wiki.hornbill.com/index.php/Wiki_Markup

I use the following for line breaks as described here:

Re the Service Title yes i have seen this as well and reported this back and we'll see what we can do there, i have in the meantime ensured a line break at the end of the Service Title text to ensure this.  using the above two newlines to create the space needed for better presentation.

You can achieve indented bullet lists points  using * / ** / *** 

Again hope that helps a bit with what is available in terms of wiki markup support in the description text

Steve

[Dan Munns]

Thanks @steven boardman

I tried the carriage return method of line breaking also but it still doesn't show in the service sub title.

I have had to re word the service sub title to 66 chars to make sure it doesn't also show the line below.

Thanks again,

Dan

[derekgreen]

I've added our SLA's under the Services as suggested by Steven, looks fine to me!

I also need to add a link to a user guide on our intranet, however there appears to be provision to add a hyperlink into the services. Any suggestions?

[Steven Boardman]

Hi @derekgreen

Have you tried adding the wiki markup for the hyperlink in the Service Description text along with your SLA info?

Something like this:  [[https://www.bbc.com|More info here]], where you replace https://www.bbc.com with your hyperlink and the More info here text, with the text you want to be displayed on the portal for the user to click on?  

Steve

 

[derekgreen]

Hi Steve - I'm afraid I don't know what the wiki markup is! Could you explain in layman's terms?

Thanks.

[Dan Munns]

Hi Derek,

Steve linked to the wiki markup page here: https://wiki.hornbill.com/index.php/Wiki_Markup  Wiki markup is just a language used to make visual changes to text on a web page such as bold, italics etc.

But basically to link a hyperlink in wiki markup you need to do it like this:

[[https://www.internet_link.com|What you want your hyperlink to actually say goes here]]

So if you want to link to google for example but you want the link text to say "Search the Internet" it would look like this:

[[http://www.google.co.uk|Search the Internet]]

[Steven Boardman]

Hi @derekgreen

Sure, as @Dan Munns says it is just about the presentation of the text / links , and there are certain things you can use when for example you are adding the content for the Services Description. 

We have a wiki page of all things to give you some examples of the wiki markup you can use:

https://wiki.hornbill.com/index.php/Wiki_Markup

but let's take your example of wanting to include a hyperlink to an external source (in this case a doc on your intranet)

You might want it to appear something like this:

For more information on our Service Level's click here 

Now to achieve this you simply write the following in the services description 

For more information on our Service Level's [[yourintranetlink|click here]]

and it will appear as follows on the portal in the services text

Steve

[derekgreen]

Thanks to Steve and Dan for their advice. Have managed to add the link to our Service Portal, however I'm now having an issue with getting it to display in a colour that stands out against the background. I've inspected it from within the service and tried changing the colour to no avail.

[Steven Boardman]

@derekgreen there are no options as such to change the colour of the links you insert into the service description text. By default this will be blue (as in my example above).  You can make it bold to stand out a bit more if that helps?  you can make it bold by putting the hyperlink like this '''[[yourintranetlink|click here]]'''

Could you include a screenshot of what you are seeing, as the background, text, and link should be generic in the 'More' section.

Steve

[derekgreen]

Hi Steve - plese see snip attached of the display on the portal.

[derekgreen]

Sorry Steve - looks like the wrong snip! This is the one I should have sent.

[Steven Boardman]

Thanks @derekgreen

Maybe including the text 'Click here to see our Guide to ICT at CBC' would help make it a little more obvious, or something along those lines, to make it obvious to the user that is it a clickable link?

Steve

[derekgreen]

Thanks Steve, that's great - have done as you've suggested and it looks ok to me. Another query, is there any way of expanding the display in the Service Portal so that these items regarding the SLA's and the guide are shown without needing to click on the plus sign to show 'more'?

[Steven Boardman]

Hi @derekgreen

Not currently, we are conscious of keeping in effect the service title and description brief so we can see more of the service options without having to scroll.  The + option exposes more and again the additional information is also available if you click through onto the service itself. 

Let us know what your end users feedback

Thanks

Steve

[derekgreen]

Hi Steve - that's fine as it is. Our auditors approve!

Thanks very much for all of your assistance.