Sunday, June 8, 2014

Helping Your Service Desk Improve

UI ExtensionUI extensions are used to create custom forms. These custom forms are then linked to request templates. End users are asked to fill out such a form when they select a request template that is linked to a UI extension. This helps make sure that end users provide all the information that is needed to complete their requests.

But what if an end user calls the service desk instead of using Self Service? In that case it would be nice if the service desk analyst could fill out the form for the end user. So that's exactly what they can now do.

Probably more important is the fact that UI extensions can now be used to increase the accuracy and efficiency with which service desk analysts register requests. That's because UI extensions ensure that the service desk analysts know exactly which information to collect from end users and only need to select the correct values in the fields of the UI extensions.

The screenshot below shows what a UI Extension can look like inside the Request form after a request template has been applied.

UI Extension within the ITRP Request form
There's one extra thing that you were not able to do before with UI extensions. After a request has been registered, it is now possible to update the values that were specified in the fields of the UI extension. That allows mistakes to be corrected.

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