Fulfiller-focused Service Portal pages

[Luke Van Epen]

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

[Luke Van Epen]

We actually opted to just wait for the Mobile app, too much investment for too little return, the fulfillers can just use the back-end. 

Anything we wanted to do required the use of the Form widget to view tickets, and then you need to reconfigure all of your Views to be slimmed down to remove load times, which requires input from process people to determine which fields to show and which to hide, what scripts/UI Policies/UI Actions etc do you want to put on the portal and what dont you.. the list goes on. 

Mind you, for Task based modules the ROI wasn't there, what we did end up doing was creating a Catalogue Management Console based around the idea that certain members from our suppliers could edit the cosmetics of their Catalogue Items without admin involvement. With close to 1k catalogue items the ROI was solid, but it was still a couple weeks of hardcore custom widget development just for this one capability.

Next thing we are looking at is a "My Assets" view, that will initially be for end users, but will be built in a way for end users, power users (i.e. site IT managers), and suppliers/field techs to submit preformatted requests for CMDB asset updates (primary owner, location updates etc).