Is there a feedback option for Service Catalog/ESS portal?

[therese_erickso]

We have developed an ESS portal including requests and order guides.

Is there any out of the box feature that allows users to provide feedback? We are thinking just a simple form/app that can be added to the portal.

Does anyone use anything like this?

Thanks in advance.

[randrews]

yes and no... yes we have something.. no it isn't simple...

we wanted a standard interface for customers to request any change to Service first... and we use the sdlc module for our internal development of SN... SOOoooo

we created a catalog item for Enhancements to our system.. much like the snow item it asks a few basic questions..

• what do you want to modify
• who will benifit
• business/monetary impact
• etc

these items are all given a score value and the total score is used to prioritize items for development.

the item starts a workflow that routs a task to the process owner to vet the request <is the process owner ok with it>

then a task to our ba to vet it and gather requirements <do WE want to do that to our system>

then it opens an enhancement request with the original service request as a child of it

from there we develop the item through the stages we have in sdlc.. when the enhancement is closed.. it completes the workflow for the service request.

[therese_erickso]

Thanks for the information Doug.

I suppose my question should have been a little clearer. We are not looking to offer the opportunity to request enhancements per se, but rather to simply provide feedback about the portal itself -- could be users submitting comments about look and feel, questions they had when navigating through the portal, etc.

Does anyone use something like that?

[randrews]

actually now that i think about it.. there is a pretty easy way to do so... create an ess <employee self service> t/f field on the requests.. and set it automatically to true for all service catalog items...

now you can create surveys using the built in survey module for all self service service catalog requests either on open, close, or both.

[therese_erickso]

We do not want to use surveys.

I'm envisioning there being a link within the ESS portal like 'Suggestion Box' or something along those lines. Users can click there, fill out a simple form, and submit their feeback.

Anybody know of a simple way to implement this type of feature within the ESS/Self Service Portal?