Thursday, March 27, 2014

Directing Customers to the Right Form or FAQ

Request TemplateMany support organizations have an intranet or internet site where they describe the services they offer. Now they can include hyperlinks in these descriptions that point their customers to the appropriate request template in Self Service.

Such request templates can contain a UI Extension (which is essentially a custom form) that may need to be filled out to, for example, request an additional email account. These hyperlinks may also point to request templates that answer frequently asked questions (FAQs) so that end users can help themselves.

Either way, these hyperlinks have the following structure:

https://my_account.itrp.com/self-service/requests/new?template_id=12345

In this example 'my_account' is the ID of your organizaton's ITRP account. The number '12345' at the end refers to the ID of the request template.

It is also possible to direct users to their list of services from your support organization's webpage. That way, they do not need to click on the "Submit New Request" link when Self Service opens. This hyperlink looks as follows:

https://my_account.itrp.com/self-service/requests/new/select_service_category

A message will be displayed when the user does not have access to the request template. This can happen when the request template has not been made available in Self Service, or when the user is not covered by an active SLA for the service that is linked to the request template. This also happens when the request template is linked as a standard service request to a service offering which is not linked to the SLA that covers the user.

So, providing a link directly to a specific request template does not make the form or FAQ available when it shouldn't be.

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