Service Support by Everyone EXCEPT...?

[Guest Paul Alexander]

We are setting up a 'new' IT support team which is going to support one specific IT service. We currently have about 30 services and  13 support teams.

Currently, ALL of our services are supported by ALL of our teams.

However, this new team will only be supporting ONE service. 

As far as I can see, to get this set up so that the new team doesn't 'see' the services it won't be supporting, I will need to go through all 30 services and add each team (except the new team) as Supporting Teams individually. 

My maths isn't great but I think that adds up to a lot of clicking.....is there a way of adding Supporting Teams by exception (as in, all teams EXCEPT a particular one will be supporting that service)? Or a quick way of adding all the teams so that I just have to remove one for each service?

 

thanks

[Martyn Houghton]

@Paul Alexander

At the moment no. There is no sort of Service or Team overview which allows you to do this at this time.

We have a similar requirement for dealing with Service Subscriptions as well, where you have to do a service at a time.

Would be good to have a means of doing these.

Cheers

Martyn

[Steve Giller]

Maybe the option to pop out a checkbox list with "Select All" and "Select None" options would work?

 

[Guest Paul Alexander]

@DeadMeatGF ....that suggestion would cover everything I think.......good idea!

[samwoo]

+1 to the post as well as @DeadMeatGF's solution

[Guest]

Hi everyone,

I have raised this for internal discussions. I hope to provide some feedback as soon as possible. Please bear with us.

Thanks

Pamela

[James Ainsworth]

Thanks everyone for your feedback.

One of the areas that I have been wanting to look at is the ability to create multiple Service Desks.  Under each Service Desk you would select the teams and services that are available for that Service Desk.

@Paul Alexander following your example at the top of this discussion, this would allow you to create a Service Desk for this one team and with it the service that they support, keeping it separate from the other service desk(s) and the other teams and services. This could then lead into having default settings and configurations for each Service Desk.  This would allow for the creation of a much more segregated Service Desks for things like an HR or Finances. 

There is already a Card in Administration under Service Manager called Service Desk.  This was added with this feature in mind.  Paul, would this fit your requirement?

Regards,

James
 

 

[Guest Paul Alexander]

Hi @James Ainsworth

Yes, I think this model would fit our requirements....we would need the ability to be able to pass calls from one Service Desk to another (so, for example, SD1 would support ServiceName1 only while, SD2 would support ALL Services. SD1 could still pass calls to SD2 and vice versa, but SD1 wouldn't have visibility of the other services). I'm not sure that's explained very well but hopefully you get the gist of it!

thanks

 

Paul

 

[Darren Rose]

On 9/1/2017 at 4:27 PM, James Ainsworth said:

Thanks everyone for your feedback.

One of the areas that I have been wanting to look at is the ability to create multiple Service Desks.  Under each Service Desk you would select the teams and services that are available for that Service Desk.

@Paul Alexander following your example at the top of this discussion, this would allow you to create a Service Desk for this one team and with it the service that they support, keeping it separate from the other service desk(s) and the other teams and services. This could then lead into having default settings and configurations for each Service Desk.  This would allow for the creation of a much more segregated Service Desks for things like an HR or Finances. 

There is already a Card in Administration under Service Manager called Service Desk.  This was added with this feature in mind.  Paul, would this fit your requirement?

Regards,

James
 

 

Hi @James Ainsworth

Are there any updates on this requirement? We're close to mobilising a new team and if this feature was due v soon, it would save us quite a lot of time and effort

thanks 

Darren 

[James Ainsworth]

Hi @Darren

This is still in the planning stage and has not been scheduled yet.  This is not something I would expect to be with development for some time yet as we have a full development queue.  I'll keep you posted once we are closer to looking at this.

Regards,

James

[nasimg]

Hi @James Ainsworth

This is becoming much more of an issue as we adding more and more non-IT servicesdesks, so having a better way of adding/removing teams is essential.

Nasim

[Keith]

+1 here. A Service Desk sounds like it would fit us well.