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.
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!
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:
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:
- "Create New"
- 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:
And choose the "My Items - New Issue" command:
And drag it into your preferred side of the screen:
Will look like that:
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.
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.
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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.
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?
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
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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.
I've just published some screen shots on how we achieved the dashboard section. Hope you find them useful.
Jason, thanks for this!
What command did you use for the Knowledge item?
Yeah, that's what I tried, but it didn't do anything at all. I'll keep working at it...