Self Service My Counts - Combine Incidents and Request Totals in to a Singular My Calls Total
The Service Catalog allows either an IPK call or a Request to be raised in a user friendly manner with the user NOT having to decide whether they are raising an Incident or a Request. However the My Counts section on Self Service does not allow for the same approach, with calls split between the two flow types My Incidents / My Requests. It would be beneficial if there was an OOB facility to have these totals combined in to a single value such as My Calls.
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Clark Stalham
- Jan 13 2017
Related Feature Suggestions
There is a new preview feature that allows for Calls and Requests to be combined into My Items on the Portal Home Pages. Other Home Page Widgets can now be hidden e.g. My Incidents/My Requests so that End User will only see a combined view. This is available from 10.2.3.
This definitely has my vote- We've struggled to logically break apart and explain to customers what the difference between an 'Incident' (which is any vFire Call, not just an IPK Status of Incident) and a 'Request' is, settling on 'Tickets' and 'Forms'. Even still, having them all under one heading would be a huge improvement for customers.
In addition to the "My Counts" this also need to be extended to list of "My Enquiries"
Where the portal is being exposed without any understanding of incidents and requests (everything is via the service catalogue) then we need a combined list of items that the user can see. Service Orders doesn't quite do this as the reference numbers cause confusion.
I like the term My Tickets that was mentioned at the ANZ user group