Portal tickets list - how to display distinguishing details for Catalog Requests

tami4
Tera Contributor

‎06-09-2023 10:57 AM

(Note I chose Employee Center forum although we have not made to move to that technology yet, but it's being planned.)

Within our service portal we show a list of "My Tickets" (using my_items page).

For Incident tickets we show the Short Descriiption of each, and naturally the user can recognize his different tickets.

However, for Catalog Requests, where users sometimes request the same item over and over, we have not determined how to show some distinguishing detail about each.  So, users have to go into each ticket to determine its uniqueness.

Does anyone have a solution to help users with identifying those tickets?  We also offer a Search but it works only on INC short description (and other visible details in the list) or on the Catalog Item Name itself.

My example shows 2 incidents, with uniquely identifying Short Description entered by the user himself (A/B)

Whereas the Catlog Item is used for various requests, without anything to identify the one I might need to look into (C).

 

Any suggestions are greatly appreciated!Ticket identification.png

0 Helpfuls
  • 632 Views
1 REPLY 1

Dan O Connor
ServiceNow Employee
ServiceNow Employee

‎06-12-2023 05:36 AM

Hey @Tami

So with Employee Center, the OOTB My Requests widget has a filter to show Open or Closed requests. So that is obviously a quick way to distinguish for a user.

 

That widget will hopefully get some enhancements over the year, similar to what we have seen on the Tasks page where filters have been added and can be configured.

 

But in terms of your specific example, I'd imagine that is going to come down to maybe looking at how descriptive and useful the Catalog Items are named. Like I guess 'Generic OPs Team Request' is just an example, but I guess it's not wildly different to sometimes what I would come across.

 

Some customers may have a Request Item for example called ' Account Creation' and they have built a record producer/catalog item where all App Account Creation requests live. 

While others will create an Account Creation request, per application, labelled as such.

 

I don't think there is a correct answer here. But having descriptive Catalog Items is always a good start. 

 

I feel where this topic comes up most is for when users raise tons of request son behalf of others, like maybe managing third party consultants or onboarding new hires. In this instance having the Requested For (which you already have) is a good step as it lets the user quickly figure out which requests is for whom 

0 Helpfuls