Ilient end user portal - What do you think?

 
Author
Message
SysAid Wiz
326
 
Obelix wrote:
techguy wrote:
Obelix wrote:Wo.. wo.. wooo.... I totaly agree messages SHOULDN'T be in the user portal.
User go to the portal when they got problem... last thing they need is bunch of messages that he/she might not understand at all !
What SHOULD appear is the activities. So user know what have been done, when, by who and what's the last status.


I would disagree what I need is the history of what responses they have given me and what I said in reply, because sometimes it is months before a bug fix gets worked on, and I would have to go and find all the relevant emails to remember where we left it. But yes activities is important, so the user knows their request is being looked at.



Weird... always thought activities are the realization of what they talking through messages.
If the activities are stucked getting all your messages back won't help... you go directly asking "Anybody home ????"
Cause no matter what've been discussed the activity list is the reality.
*long pause*
That is assuming the support team are diligently recording what they do...
*turning to the support team*
You do right ?




Just to add my pennies worth we don't fill in activities at all the majority of cases are closed promptly. ok so not always but i can dream but what we do is send emails to user, support companies etc

There fore the most useful thing for us would be to see the messages sent, so what if the end user sees you have been having a conversation with a support company over an issue at least it proves support are working hard on their calls.

Cheers

Jonathan

PS never raise a ticket from your sysaid to sysaids helpdesk i did crashed both our systems!!

SysAid Wiz
326
 
The ability to view messages is urgently needed i think user should be able to see them and if people don't want to show them make it a tick box option.

We deal with our calls mostly by email and in the end close the call with an activity of call closed 30 minute. So to us the message area is a vital part or our work flow. Also i feel it is important that users can see we have emailed support companies, suppliers and other people in the company etc.

And lastly when i send them a question we have two types of users ones who answer them and ones who ignore them till they get their reminders and again this is a good reason for them to be able to log on and view the messages
SysAid Wiz
2449
 
Hey Jonathan.

Actually, you can add the messages tab to your system, This is already available in SysAid.

To add the messages tab to the end user portal, please go to helpdesk > list.
Change the view to "End user"
Click on "customize list" and in this screen move the "message" field from the available fields list to the visible fields list.
Save the changes and now your users will have the messages tab in the "view your old service requests" module in the end user portal.

Regards
Pushing IT forward
SysAid Wiz
326
 
Thanks Haim
SysAid Wiz
2449
 
Any time
Pushing IT forward
SysAid Wiz
326
 
Haim


Any chance you guys could let us close SRs?
SysAid Wiz
1768
 
Haim wrote:3. We do not allow users to close their requests since we would like to be up to date with every service request and make sure the user has received all the service he needs.


if the user wants to close the request then he probably has "received all the service he needs."?
and would you not be "updated" on the request when it is set to closed any way?

Speaking of being up to date, it is now 14 days since you promised to add the "not closed filter", and the add notes facility back.

This message was edited 2 times. Last update was at Jun. 23, 2008 06:03 PM

SysAid Wiz
326
 
techguy wrote:
if the user wants to close the request then he probably has "received all the service he needs."?
and would you not be "updated" on the request when it is set to closed any way?
.


Hear Hear, i have a few calls in my sysaid q that are still open and i would like to close them but i cannot i while i tried i have opened another call this evening asking to close a call!!
SysAider
10
 
Hi, many users in my company ask me for export his "SR" into a excel. Actualy the end user portal donĀ“t have this functionality and i, like an administrator, must perform this acction to generate the excel for the specific user an then send it. Its recomended that the end user portal add this functinality to the end users.

Thank
Javier
Javier Orellana
MultiexportFoods S. A.
Puerto Montt, Chile
SysAid Wiz
326
 
Why would an end user want their SR in Excel would they not just log in to the End user portal and look at their old sr's?
SysAider
10
 
Because they want to see all their SR's of a one kind example category or status, etc or all their sr's for every time, and perform a furder analisis of it. Its the same case that why the administrators want to export to excel a few SR's. They always sais to me "How can i exoprt all my sr's resume to an excel and present it to my manager with colors grafics, etc"
Javier Orellana
MultiexportFoods S. A.
Puerto Montt, Chile
SysAid Wiz
326
 
You know what could be worth doing Design the reports they want in the manager portal and then schedule them to send every week/month
SysAider
10
 
Y will review this ioption too, but i think that give to the end user this kind of funcionality will increase his satisfaction.
Javier Orellana
MultiexportFoods S. A.
Puerto Montt, Chile
SysAid Wiz
915
 
I don't get it... Jorellana.
Those SR only means something to IT guy cause it's (supposed to be) IT related.

Unless you apply this to other division beside IT ?


PS :
Fabulous name... though I'd go for Kalellana personally.
*smile*
Greetings by the way.

This message was edited 1 time. Last update was at Jun. 27, 2008 01:57 AM

SysAid Wiz
915
 

Jonathan wrote:There fore the most useful thing for us would be to see the messages sent, so what if the end user sees you have been having a conversation with a support company over an issue at least it proves support are working hard on their calls.

You can show that in activities !
Messages is the "mess" user/customer need not know. Where good solutions and bad solutions arise and be discussed. Where policy that sometimes you don't understand has to be uphold. You think users will wait till the messages conclude ? The second they saw something they can do they'll go right up and try it... mark my word. It's I think do more harm than good...

Well... at least for me.
So yeah... if it is still be implemented I want it goes along with a way to shut it off.