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I want my analysts to see a different window when raising a new incident in Self Service - How can I do this?

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Created on: Sep 28, 2011 7:52 AM by JShirley - Last Modified:  Oct 4, 2011 4:37 AM by KarenPeacock

Environment: 7.4 Web Access

 

Problem:

 

The customer would like their analysts to be able to raise incidents for themselves in the self service portal.  For example, if they hit an issue with their own laptop that needs raising and progressing by another team.  When raising a new incident in Self Service the requirement is for the analysts to see the same cut down window that End Users would see.  When updating incidents (such as those assigned to them) in Web Desk and Console the analysts need to see another window with additional mandatory fields to complete.

 

The assumption would be that this easy to do as when creating view selection rules you are able to select a client type of Self Service and another rule with a client type of Web Access.  In this way you would be able to create 2 views: one to pick each window you want, and then publish each to the required client type.  However creating a view selection rule for a client type of Self Service is not yet being picked in Web Access Self Service.  This is raised as problem 5269 "Adding the client type of Self Service to a view selection rule is not applied".

 

Luckily there are two other possible methods that can be used to achieve the requirement in 7.4.

 

Overview of the windows we want the analysts to see

 

"Analyst window" - to be used when updating incidents.

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"End User window" - to be used when an Analyst raises an incident on their own behalf.  In other words, where the analyst is both the Raise User and Created By user for a new incident.

 

 

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Method 1 - One window for creating and one for updating

 

This method can be implemented if the analysts in question will not be using Web Desk to create new incidents that you want to use the "Analyst Window".  They would still be able to create new incidents in Console using the "Analyst window" and whenever they update any incident (using any client) they would always see the "Analyst window".

 

1.  In Window Manager - Views, create or amend a window view to have the Object State = New set to use the Grid Form of "End User" window followed by the Object State of Any to use the Window and Grid Form of your "Analyst window".  Note: The order in which these view rules must be is the exception rule (Object State = New rule) must be higher in the list than the catch all rule (Object State = Any) as the system will pickup and use the first rule criteria match that it finds.

 

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2.  Ensure that this view is published to all your Analysts via Window Manager - View Selection Rules:

 

 

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3.  You may need to schedule an IISRESET on your web server before Web Access picks up these changes.

4.  Then when creating a new incident in Self Service your analysts will see the "End User window":

 

 

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5.  When creating a new incident in console or when updating/opening an incident in any client you will see the "Analyst Window".  Note: If you would like the "End User Window" to be seen whenever you open/update a window in both Web Desk and Self Service simply set the "End User Window" as the Grid Window on the view rule where the Object State = Any at step 1.

 

 

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Method 2 - One window for one group and another for all other groups

 

If the analysts will be using Web Desk to create new incidents which need to use the "Analyst Window"  (perhaps on behalf of End Users) and Self Service to create new incidents using the "End User Window" then this method can be used.

 

1.  If you don't already have one for this purpose, in Administration create a new analyst group which will be used when analysts need to use Self Service:

 

 

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2.  Make your analysts a member of this group:

 

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3.  In Window Manager, View, first ensure that there is already a window view which will pick the correct incident "Analyst Window" in all circumstances:

 

 

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4.  Then create a new window view which we will use to be selected when you are in a particular group.  This will pick the "End User Window" in all circumstances.  Note: Leaving the Window = "End User Window" as well as the Grid Form = "End User Window" should help to ensure that analysts don't leave themselves in the wrong group when working on incidents in Console.

 

 

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5.  Add a View Selection rule to pick the Self Service Analyst view (which selects our "End User Window") when the Group =  "Self Service Analysts" group and set for Client Type = All.  Ensure that below this there is a rule which selects your view that selects your "Analyst Window" where the User Type = Analyst.   Note: The order in which these view selection rules are must be the exception rule (Group = "Self Service Analysts") higher in the list than the catch all rule (User Type = Analyst) as the system will pickup and use the first rule criteria match that it finds.

 

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6. You may need to schedule an IISRESET on your web server before Web Access picks up these changes.

7. Then when creating / opening / updating a new incident in Web Desk or Console your analysts will see the "Analyst Window":

 

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8.  In order to see the correct view in Self Service the Analyst needs to Change Group via Web Desk or Console to the "Self Service Analyst" group:

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9.  Then when in Self Service they will be able to see the window desired.  Note: They will need to change group back to another group in Web Desk or Console in order to go back to seeing their "Analyst Window".

 

 

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