Service Portal vs Platform UI for shared tickets

[Ace009]

Hello,

Wanted to know what the community's opinions / experiences are with this scenario.

We have tickets that are submitted on both platform and portal side of things. For internal tickets that dont require end users but are used to facilitate internal workflows, we use the Platform UI since all the users are either admins, developers, or power users. For regular users / customers, we direct them to the Portal for a more controlled, user input experience (and to make sure we have all the necessary data for whatever service they require).

But how do you respond when power users want to be able to submit those same Portal tickets but in the Platform view (for example, they're submitting on behalf of someone else)? Currently, I tell them to still go through the Portal for several reasons:

• We use the Variable editor to work off of tickets. Minus a few custom fields we created for reporting purposes, most variables do not have a field in the designated table as we funnel multiple "Incident types" into the Incident table and use the variable editor to see the user submitted information
• Portal only features like the Multi Row Variable set is only available in the Portal
• My opinion: while yes, it's an extra step, maintenance wise, going through the portal ensures no information is skipped

Thoughts?

[Gaurav Rathaur]

Hi @Ace009 ,

Your current approach makes sense, as the Portal captures more comprehensive data through variable editors and features like MRVS. However, if power users frequently need to submit these tickets, consider adding a Record Producer or Custom UI Action in the Platform UI to mimic Portal behavior, ensuring data consistency without duplicating effort.

If my response was helpful, please mark it as the correct answer and close the thread. This will help others who come across the same issue.

Thanks!
Gaurav Rathaur

[SumanthDosapati]

@Ace009 

If you need those portal specific things like MRVS or custom variables or variables in variable editor, then you definitely need to ask your power users to go to portal and submit on behalf of them. And that's not a bad/wrong approach.

Regards,

Sumanth

[Luiz Lucena]

Here at the company, we did something similar to your scenario.

So, in the incident form, catalog items, etc. We added a custom field, called Affected User. 
Out-of-the-box, the incident field to denote who is the affected user is the Caller field, but sometimes, we may have situations where the person calling Service Desk is someone else reporting something on behalf another person. That is where the Affected User comes into play.

The affected user, then, can follow up in the portal, under My Requests page and widget.

We also added a Business Rule in the Incident form to auto-populate the Affected User based on Caller field during incident creation, unless the Affected User has a different person. 

[Gaurav Rathaur]

Hi @Ace009 ,

If my response was helpful, please mark it as the correct answer and close the thread. This will help others who come across the same issue.

Thanks!
Gaurav Rathaur