If you have SCSM in your environment, one of the must have products is the Cireson portal, as it provides lightning fast access to SCSM through HTML5 web pages that render appropriately on any device in any browser. Because of this, after any deployment of the Cireson portal, no one ever wants to use the SCSM console again unless they really have to.
As the only requirement to view the portal is a web browser, you can now encourage end users to raise, view, track and update their own Incidents or Service Requests. Published Request Offerings in SCSM will be displayed in the portal for users to raise work items, the My Requests view allows users to see every work item they have raised, and once in a work item they can add comments.
This is all great stuff, but how can you encourage end users to start tracking their own requests and respond to analyst comments using the portal rather than doing what’s always been done before, and calling the helpdesk?? One way is to make use of SCSM notifications…. It’s extremely common to have SCSM notify end users when a work item has been raised for them, and typically the notification will be an email advising of the work item ID, Title, and description. While this is useful, it doesn’t rally enable the end user to do anything. So, why not add a link into the notification email that takes the end user directly to their request!
Now, you could simply add the URL to your portal in the notification email with something like this…..
“Visit https://portal to view and update your request”
Better though, would be providing a link to the work item, and with the the portal’s standard URL format this is easy to do too. Rather than providing the portal URL in the email, you hyperlink some text to a URL which will be dynamically updated with the work item ID, such as…
“Click here to view and update your request”
To achieve this, all that is required is that you open up the email template in SCSM, make sure the email will be sent as HTML by checking the box, and the HTML below with your portal address…
<a href="https://portal/Incident/Edit/$Context/Property[Type='WorkItem!System.WorkItem']/Id$">Click here to view the incident in full in the portal</a>
What the above code does is set the hyperlink to https://portal/Incident/Edit/ (which is always the same) and adds the work item ID to the end dynamically when the email is generated (which will be different every time).
And, then…. Nothing, that’s it! Just one little template update and you have empowered the end users to be far more involved with their own work items, and started to give the business as a whole far more visibility into IT, which is normally kept behind closed doors.
Happy template editing!