Fulfiller-focused Service Portal pages

Luke Van Epen
Tera Guru

I'm going through a project to implement Service Portal as a replacement to the catalog on CMS, and have been given a requirement to allow a fulfiller (Incident/Request) the ability to accept/update their assigned tasks via the new "Mobile first" interface.

Has anyone had experience in designing a page that does this?

Preferably I'd want it to stay on 1 page for easy navigation.

The requirements are: (all from a mobile phone)

1. As an itil fulfiller, I can accept (assign to me) incidents and/or requests that are awaiting acknowledgement in my team's queue.

2. As an itil fulfiller, I can update the status (work notes, state, attachments etc) of incidents/requests assigned to me.

3. As an itil fulfiller, I can resolve an incident assigned to me.

 

Right now my solution is a page with a 4 column layout containing 4 simple list widgets with the above filters (assigned to me & assigned to my team no assignee for Inc/Request), and the links go to the Form page in Mobile view. However this looks really average compared to the rest of the site, and I'm wondering if anyone else has any better ideas

5 REPLIES 5

The SN Nerd
Giga Sage
Giga Sage

You might want to hold out for Agent Workspace UI, which will probably make anything you do now redundant.

CCB1102 - Agent Workspace: Modern Experience for Modern Agents

 


ServiceNow Nerd
ServiceNow Developer MVP 2020-2022
ServiceNow Community MVP 2019-2022

I'm keen for Agent workspace as well, but it's a very desktop-focused view, way too much going on for a mobile UI.

Is it not mobile compatible? 
That would be an interesting design design.


ServiceNow Nerd
ServiceNow Developer MVP 2020-2022
ServiceNow Community MVP 2019-2022

Sam Ogden
Tera Guru

Hi Luke,

We are looking to also add further features to our portal to allow more functions for fulfiller focus.  Just wondering what you opted to do in the end for this?

Thanks

Sam