14 Replies Latest reply on Dec 2, 2016 9:10 AM by wynnb

    "Report an Issue" as a Top Level Tab item

    jasonkearney Apprentice

      Hi,

       

      Following feedback from our Self Service users, we've noted that they use a Service Request for raising incidents more than the "Report an Issue" button. The feedback tells us that they think the button is related to raising an issue with Self Service.

       

      To counter this, we'd like to create a Top Level Tab that will perform the same function as the button (and hide the button), similar to the attached screengrab.

      HEATselfservice.PNG

      Whilst the creation of the Tab is simple enough, getting ti to replicate the action of the "report an Issue" button is more difficult. Has anybody had any success or can offer any suggestions?

       

      We've tried the URL option but it opens itself with the iframe below (multiple times)

       

      thanks

      Jason

        • 1. Re: "Report an Issue" as a Top Level Tab item
          rcarins@cssdelivers.com Apprentice

          hi Jason,

           

          I haven't fully tried this, but have you tried adding a new top level tab and using the Incident Layout 0 layout? That's what is used by Report an issue.

           

          Regards,

          Ross

          • 2. Re: "Report an Issue" as a Top Level Tab item
            jasonkearney Apprentice

            Hi Ross,

            Many thanks for the suggestion. That's one of the first things we tried. However it didn't work as it seems to list all incidents. When checking the layout itself, it doesn't allow the initial view to be in Form view, only grid.

            Its almost there, but not quite!

            regards

            Jason

            • 3. Re: "Report an Issue" as a Top Level Tab item
              wynnb Specialist

              Our experience has been just the opposite; people use the Report an Issue button to request services. I've asked support how to get rid of that button or change it to use 'Incident' instead of 'issue', but apparently that will have to be part of a future release.

               

              As to your question though, I think the problem is that you're trying to make a quick action into a workspace. A workspace layout is the presentation of forms and/or grids, so I don't think you can do this as a tab.

               

              The real challenge is how to get the end users to understand the difference between requests and incidents. Our method was to modify the Service Catalog categories to make this more clear.

              In the incident category, we only have one item (New Incident), and there are no incident templates in the request categories.

               

              Bryan

              • 4. Re: "Report an Issue" as a Top Level Tab item
                jasonkearney Apprentice

                Hi Bryan,

                 

                Thanks for your reply. Interesting that your users are using the button for Service Requests.

                I agree that educating users would be the ideal solution but the majority don't understand or want to understand the difference and as Service Management Professional's that does present us a challenge. Other Self Service tools I've seen recently make it a lot easier to differentiate between the two for their customers. Its been an issue of mine since we've had the product and one I've mentioned a few times to our HEAT contacts. Its a minor change that I think would make a significant difference to our users experience!

                 

                regards

                Jason

                • 5. Re: "Report an Issue" as a Top Level Tab item
                  dcogny Expert

                  Hi,

                   

                  We completely removed the ability of users to create incidents (Except by the ones we have under the Service Catalogue), you have to go to the Admin UI and uncheck the "Show Report an Issue" button option:

                  Capture.PNG

                   

                  About to add your own "Create an Incident" Button... I haven't done it, but my guess would be:

                  - Under the same "Role and Permissions" go to the "Top level tabs (n)" tab, select the "Service Catalogue" one and click "Edit" at the "Workspace actions" section:

                   

                  Capture1.PNG

                   

                  - "Create New"

                  Capture2.PNG

                   

                  - You can choose to show it as a "Text", an "Icon" or "Text and Icon" and type in the text for the button (Create new Incident, for instance), then go to the "Command" tab:

                  Capture3.PNG

                   

                  And choose the "My Items - New Issue" command:

                  Capture4.PNG

                   

                  And drag it into your preferred side of the screen:

                  Capture5.PNG

                   

                  Will look like that:

                  Capture6.PNG

                   

                   

                  That would create a blank incident with "Summary" and "Description" fields to be filled by the user.

                   

                  Edit: If you are using HEAT 2015.2.2 make sure to not have "Mobile Self Service UI" checked, as the mobile version would not show it up.

                  • 6. Re: "Report an Issue" as a Top Level Tab item
                    jasonkearney Apprentice

                    Many thanks for the suggestion Daniel.

                    We use these buttons already in the My Items Tab for our self service users but its removing incidents may be an option for us.

                    regards

                    Jason

                    • 7. Re: "Report an Issue" as a Top Level Tab item
                      jasonkearney Apprentice

                      Thanks all for your contributions. We have ended up going in another direction that satisfies our requirements. We redesigned the Self Service Dashboard to remove all the majority of Tabs from initial view and instead created a new Dashboard Part(I want to...) that signposts Self Service users to the appropriate areas.

                       

                      2 of 2 people found this helpful
                      • 8. Re: "Report an Issue" as a Top Level Tab item
                        pugliesj Apprentice

                        Hi Jason,

                         

                        I love your idea as we are seeing the same issue of users not seeing that button up in the top corner.  Can you tell me how you went about creating that new dashboard section?

                         

                        Thank you

                        Jennifer

                        • 9. Re: "Report an Issue" as a Top Level Tab item
                          ccrispin Apprentice

                          Hi Jason

                          I think this is great we have set something up very similar and are just considering where we want to link people off to
                          just wondering where your links go - especially where you are directing the Look for Current IT issues and the Look for IT Notifications. I dont think I understand how Announcements are meant to be used vs notifications in the system

                          • 10. Re: "Report an Issue" as a Top Level Tab item
                            jasonkearney Apprentice

                            Hi Charles

                             

                            Thanks for the feedback. I've included some brief instructions on how we created the Dashboard below. We used the OOB searches but tried to focus on the language to ensure our users got to where they wanted to be. The biggest challenge we found (and continue to find) is getting users to understand the difference between an Incident and a Service Request.

                             

                            We started by creating a new Command List

                            Next step is to give the list a title and select an icon etc...

                            On the Data tab, select Custom command list and then add the new list items.

                             

                             

                            For each line item, you'll need to configure the button. This is the text that will appear in your dashboard item

                            On the Command tab, in this instance we selected the My Items - New Issue

                            Repeat this for all the items you want in your list. The screens below show the selection for Current Issues

                            The Object type we used for Current Issues was Alert and then chose to select all of the records

                            Once we built the list we saved the Command List and it was then available for adding into the Dashboard

                             

                             

                            We use announcements to advise users of planned interruptions to services such as maintenance periods or advise of upgrades. Alerts are more focused on immediate service affecting issues such as high priority incidents.

                            Hope you find this useful.

                            2 of 2 people found this helpful
                            • 11. Re: "Report an Issue" as a Top Level Tab item
                              jasonkearney Apprentice

                              Hi Jennifer

                               

                              I've just published some screen shots on how we achieved the dashboard section. Hope you find them useful.

                              • 12. Re: "Report an Issue" as a Top Level Tab item
                                wynnb Specialist

                                Jason, thanks for this!

                                 

                                What command did you use for the Knowledge item?

                                • 13. Re: "Report an Issue" as a Top Level Tab item
                                  jasonkearney Apprentice

                                  Hi Bryan,

                                   

                                  I used the Knowledge - Open Knowledge Search" Command

                                   

                                   

                                  regards

                                  Jason

                                  • 14. Re: "Report an Issue" as a Top Level Tab item
                                    wynnb Specialist

                                    Yeah, that's what I tried, but it didn't do anything at all. I'll keep working at it...