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  • 1.  Your Feedback on ISM Opal Release

    Posted 11-20-2018 16:26
    Hello Community,
    We are interested in your feedback on the Opal release that is now live for 100% of users.

    Are the new improvements useful? Why or why not?
    Any specific feedback on Advanced Ticket Center, Activity History Discussion tab, Group-based Security and Change Collision?

    How can we improve the rollout and communication process?

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    Richard Graves
    ServiceAide
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  • 2.  RE: Your Feedback on ISM Opal Release

    Posted 11-22-2018 04:47
    One little bit of feedback I've had from the team here on the "Discussion" view:

    It would be nice if there was an option (either at slice or analyst level) to set whether or not that's the default view, if a particular team doesn't do much self-service interaction with the users then they find the full history more useful than the discussions.

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    David Shears
    Analyst Programmer
    MNI Services
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  • 3.  RE: Your Feedback on ISM Opal Release

    Posted 11-30-2018 06:28
    @David Shears To your point about a team not having self-service interactions.
    I can speak to the design of the discussion tab to help with a bit of context. The tab is designed to filter out the noise by default and just focus on the discussion about resolving the issue- worklog updates. This includes worklog updates from any user who added one to the ticket- regardless of self-service vs. analyst.

    So in your comment, are analysts that are not working with self-service users not adding worklogs to the ticket?
    What information do those analysts find critical that's in the full history that they frequently use? There may be a better way to get them the information they need quickly vs. digging through <g class="gr_ gr_2088 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar only-del replaceWithoutSep" id="2088" data-gr-id="2088">the history</g>.

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    Richard Graves
    ServiceAide
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