Tuesday, October 18, 2016

Inline Images Everywhere

ImageLast month it became possible to insert images in the Note fields. This was immediately extremely popular, especially in requests where people are using this feature extensively to include screenshots.

Because it is so popular, the Inline Image functionality has been extended to all multi-line text fields. This means, for example, that you are now able to include a picture in the Registration hints field, or a helpful graphic in the Instructions field, of a request template.

Search results

Wednesday, October 12, 2016

Duplicate Templates

TemplateThe Duplicate functionality has been extended to all templates. Service desk managers are now able to select an existing request template and use its information to create a new one. This can be Duplicate request templatesuseful when a new template is needed that is similar to one that was registered earlier.

Change managers can duplicate change templates and task templates in the same way. After selecting a template they can select the 'Duplicate' option from the Actions menu.

Duplicate change and task templates
The ability to duplicate change templates is probably going to be the most popular, because it can save change managers quite a bit of time when a new change template is needed that has a similar workflow as an existing change template.

Saturday, October 8, 2016

Impressions from ITRP CAB 2016

TrustThe location of this year's customer advisory board meeting was Barberstown Castle in Ireland. In this rustic setting, the achievements of 2016 were reviewed with ITRP's largest enterprise customers. These customers also shared some of the more interesting ways in which they are using ITRP to benefit their business.

ITRP CAB 2016 group photo
The development team was given a session to demonstrate the knowledge management functionality that will be released later this year. In addition, they provided an architectural overview of the all new infrastructure that is currently being prepared. Between the many sessions there were short fun activities to make sure that everyone was able to stay fresh and focussed.

ITRP CAB 2016 impressions
Like at previous CAB meetings, the days were long. In the end, though, the customers concluded this meeting by setting a clear direction for 2017. The focus is going to be on productivity improvements. There are lots of clever ideas that we will be working on to make the service even more intuitive and effective, and to ensure that the specific needs of large multinationals are met. Apart from efficiency optimization, the other theme for 2017 will be portfolio & project management.

ITRP CAB 2016 Segway wars
As these improvements are delivered, they will be announced right here at the ITRP Blog. We are already looking forward to next year, when we shall scroll through the blog posts again to show you the new ways in which ITRP delivers value to its enterprise customers.

Monday, September 26, 2016

Timesheet Summaries

SearchManagers and their substitutes can review the timesheets of the people who work in their organization. They can do this in the Analytics console. Now, when they select a timesheet of a specific employee for a certain month, they will notice something new: the timesheet summary.

Timesheet summary by allocation
By default, the summary is provided by allocation, but by clicking on the 'Service' option, the time spent is summarized by service.

Timesheet summary by service
Similarly, selecting the 'Customer' option summarizes the time spent of the selected employee by customer organization.

Timesheet summary by customer organiation
When a week is selected, the same summaries are available for the selected week. And when a specific date is selected, these summaries are offered for that day.

These summaries are important, because on any given day, some people will spend time on more than 20 requests, they may complete several tasks, and can be involved in a few projects. For managers to get a sense of what people have been working on takes too much time when they need to look at each individual time entry. This would be almost impossible when the review is performed for a whole month. The summaries make it possible for managers to quickly screen through the timesheets and to only go into detail when the summaries show something unexpected.

Wednesday, September 21, 2016


SearchIf you were at InfraVision's ITRP Customer Event today, you will already know about the new Mentions feature. This exciting new feature allows you to 'mention' someone when you are adding a note to, for example, a request or task. By mentioning someone, you make sure that this person receives an email with your note.

To mention someone, click on theSearchoption of the text formatting bar that becomes available when you place the cursor in the Note field. Alternatively, just enter the @-symbol.

Activating the mention option
This causes the 'Add Mention' dialog to pop up. The cursor is already in the Search field, so you can start to type without having to use the mouse. When you enter the first few characters of a person's first or last name, a list of options is presented.

Selecting someone to mention
If you are a specialist, you can select any of your colleagues. In case of a request, you can also select the person by whom the request was submitted or the person for whom this was done. End users can also mention someone in a note, but their options to select specialists are limited to the ones who already added a note to the request.

Note with a mention
When the note is saved, an email is automatically generated for the mentioned person. This email notification contains the note (including its inline images when there are any). The email templates 'Note added to ...' are used to generate these notifications.

Monday, September 19, 2016

Broadcasts for Teams

BroadcastsThe Broadcast functionality has been extended again. This time an option has been added to send out a broadcast to the members of specific teams.

Let's assume, for example, that your organization is planning to allow end users to order Chromebooks and you want to let the specialists of the End-User Support teams know about this. Now you can write your message and select these teams to target your message only at them.

Search results
It is an easy and quick way to inform only a subset of the specialists. They will see the broadcast at the bottom of their Inbox console.

Search results

Wednesday, September 14, 2016

Inline Images

ImageEarlier this week the new text formatting features were released. You may have already noticed that the bar with the formatting options includes one extra option when you are working in a Note field. This extra option allows you to insert an image between the text.

Search results
Many users have indicated that they would like to be able to add screenshots and pictures inline, rather than as an attachment. That makes it possible for people to digest the textual information and the related graphics more quickly.

They also told us that it would be nice if they could drag and drop images into a Note field. Alright, that's possible now also. But what users really seem to want, is the ability to paste images directly from their computer's clipboard. So we have made that possible as well.

Give it a try to see if you like it. If you try it on your smartphone, you will find that you can take a picture when you press the 'image' icon in the formatting bar.

Tuesday, September 13, 2016

Text Formatting

FormattingThe large text fields in ITRP now offer some user-friendly formatting options. Only the most useful formatting features were added, to ensure that users will almost immediately feel comfortable using them.

The screenshot below provides an overview of the 10 formatting options:

Search results
The bar with the formatting options is also available in ITRP Self Service and ITRP Mobile, so that end users can use it to get their message across more effectively.

Thursday, September 8, 2016

Search for Services in Self Service

SearchNowadays, it is not uncommon for a large IT department to support more than a hundred services. Email is often cited as an example of a service, but each department of a modern enterprise seems to rely on a whole set of specialized application services. The finance department has its applications, but so does HR, the sales team and the people responsible for the manufacturing process. All these applications need to be hosted, supported and maintained.

The sheer number of services is a challenge for the IT department, but it can also be difficult for the end users to find the service for which they need to obtain support. This gets even harder for the end users when they can request support not just for IT services, but also for the services provided by HR, facilities management and the legal department.

ITRP Self Service has the advantage that end users only see the services that are relevant for them (e.g. an end user who works in marketing should not see the services used by the R&D department). Also, these services are nicely grouped by support domain and category. But in many cases, the user just knows that there is an issue with SAP or Salesforce CRM. In such cases, it would help if the user could simply search for 'SAP' or 'CRM' to find the service.

That is now possible. The scope of the Search functionality in ITRP Self Service and ITRP Mobile has been extended to ensure that it also looks for matches in the service names and service descriptions.

Search results
So when searching, end users not only see the request templates that match their search criteria; they also see the services that might be relevant. This provides another quick way to get help from the right specialists.

Monday, August 29, 2016

Real-Time Search

SearchYou probably did not notice that, over the past two months, your search queries were gradually redirected to ITRP's new search engine. The beauty of this new search engine is that its indices get updated almost instantly when a record is added or updated. In the past it could take a few minutes before new or updated information could be found; now it's instantaneous.

Search results
So from now on, your search results will always include the very latest information.

Wednesday, August 24, 2016

Partner Announcement: 2Grips

BelgiumToday, we are proud to announce the partnership with 2Grips. The consultants of this Belgian/Dutch firm have gained an enormous amount of experience implementing different IT service management solutions. They have recognized the unique benefits that ITRP provides for multinationals and organizations that want to actively manage their external service providers.

2Grips logoOver the past months, 2Grips has already been very active with ITRP for several customers. They witnessed first hand the ease with which these organizations achieved service management success.

"Seeing how quickly ITRP can be set up, even for organizations with requirements that are difficult to meet with conventional enterprise service management applications, has convinced us that this is something extraordinary," says Joost van Iersel, Managing Partner at 2Grips. "Every large enterprise should, at the very least, take a serious look at ITRP."

It is wonderful to see the ITRP Partner Network grow with so much expertise. We are looking forward to working with 2Grips for many years to come.

Tuesday, August 16, 2016

Search Refined

SearchThe screen that displays the results of a search has been improved a little. This was done to make the 'Refine Search' options a little more intuitive to use.

These options are now revealed when theCogbutton is pressed.
Refine search options
After you have selected the necessary options to refine your search, you should find it more natural to press theSearchbutton to refresh the results.

Sunday, August 14, 2016

Adding Time for Others

Time entryManagers (and their substitutes) use the 'Timesheets' section of the Analytics console to review the timesheets of the people who belong to their organization. It was already possible for them to adjust the time entries that they review. Now they can also add time entries when they are reviewing someone's timesheet.

Pressing the big + icon next to the total number of workdays opens a new time entry for the selected day.

Timesheet with 1-day selected
When a week is selected, the blue + icon next to the weekly total can be pressed. That opens the 'Add Time Entries for Week' form, which allows time to be added for a whole week with a single update.

Timesheet with 1-week selected
Adding time on behalf of an employee can be useful, for example in cases where an employee has been ill for a few days. When this happens at the end of the month and the timesheets need to be locked to start the billing cycle, the manager can add the time on medical leave without having to interrupt the employee's recovery.

Sunday, July 24, 2016

Beautiful Email Designs

Email DesignSupport organizations are now able to perfect the styling of the email notifications that ITRP generates for their end users and specialists. The new Email Design functionality makes it possible to use HTML to define the styling (including backgrounds, fonts, colors, tables, images, etc.) of these notifications.

Default email design
Apart from ensuring that the email notifications comply with the organization’s corporate identity, you can also use the Email Design functionality to translate the standard texts that need to be included in these notifications. The email signature, for example, may need to be translated into all the languages that the organization supports so that it gets sent out in the recipient's preferred language.

Multiple email designs can be defined. That allows for a specific design to be applied to an email template that is used to generate notifications that need to look a little different.

Email design selection in email template
If you are an ITRP account administrator and you feel comfortable with HTML, this may be the time to create a stunning-looking email design. The 'Email Designs' section is waiting for you in the Settings console.

Monday, July 18, 2016

Add Relations to Task from Trusted Account

Timesheet SettingsOne of the unique features of ITRP is that it allows two companies that both use ITRP to establish a trust relation. Among other things, a trust relation makes it possible for one or both of these companies to allow the other company to assign tasks to them.

What's new is that once a task has been assigned to a team of another company, that team is able to relate their service instances and configuration items to this task.

Track time spent for specific organizations
Above is an example of a task assigned by Widget Data Center to its external service provider GlobalNet. GlobalNet has related one of its service instances and and two of its CIs to this task.

Tuesday, July 5, 2016

Require an Attachment

UI ExtensionTo ensure that end users provide all information necessary to complete a specific type of request, support organizations add UI extensions to their request templates. These UI extensions deliver the fields that need to be filled out by the requester. Making these fields required ensures that the requester does not forget to fill them out.

But what if the support organization requires the requester to include an attachment? To request a security badge, for example, a digital picture may need to be attached to the request.

Making it mandatory to include an attachment now only takes a few mouse clicks, thanks to a new snippet that can be used to add the necessary JavaScript to the UI extension.

Attachment Required Snippet in UI extension
The result in Self Service is that the 'Attach file...' link is highlighted in blue and that the new request cannot be saved until an attachment has been added to the request.

Attachment Required Snippet in Self Service
This feature can also be used to for tasks. For example when test results need to be attached before approving a new application release, it is helpful when the approver cannot accidentally forget this.

Attachment Required in Approval Task
Approval tasks should only need an attachment after they have been assigned to an approver. So for approval tasks it is best to refine the JavaScript code as follows:

if (ITRP.record.initialValues.get('status') === 'assigned') {

Sunday, June 26, 2016

Flat Toolbar Design

SaveThe icons and buttons of the ITRP toolbar have been redesigned to make them easier to recognize.

Toolbar buttons - left
Toolbar buttons - right
Save toolbar buttonThe Edit button received a special makeover. Now, when you press this button to open a record in Edit mode, the button is updated to show the 'save' symbol.

If you are unsure about the purpose of a button, just hover over it with your mouse cursor and a short explanation will appear.