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Question

Best way to redirect users to the right Service Item

  • September 6, 2023
  • 2 replies
  • 101 views
jmilos
Apprentice

We have a service category for our legacy application “A” that has a number of service items, including job scheduling, new report requests, emergency access, etc..

Additionally, We have a service item for Password Resets that covers all of our legacy applications (including application “A”) that are not on SSO / MFA. This service item exists in the Password Reset Service Category

Our users often go into the service category for “A” looking for a password reset item, and don’t see it there.

 

Is there a way to in the Service Category, re-direct users to another service item? 

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    2 replies

    Daniel Söderlund
    Skilled Expert
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    jmilos wrote:

    We have a service category for our legacy application “A” that has a number of service items, including job scheduling, new report requests, emergency access, etc..

    Additionally, We have a service item for Password Resets that covers all of our legacy applications (including application “A”) that are not on SSO / MFA. This service item exists in the Password Reset Service Category

    Our users often go into the service category for “A” looking for a password reset item, and don’t see it there.

     

    Is there a way to in the Service Category, re-direct users to another service item? 

    Hello, not what I have seen. 

    A option is to add a text in red to the wrong service item or add cards on the landing page to the correct category. 

    Solution consultant @ synerity.eu, A new error is always a sign of progress!
    zachary.king
    eeha0120
    2 people like this
    • zachary.king
      zachary.king
    • eeha0120
      eeha0120
    zachary.king
    Skilled Expert
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    • zachary.king
    • Skilled Expert
    • 951 replies
    • September 11, 2023

    Hello @jmilos I agree with @Daniel Söderlund, there is no real easy way to do this. One way we direct users to find service items is by hiding individual service items, and direct users to use a bundle. So you could have all of the individual service items in any category you want, but then create an “Application A” bundle that has any service items related to it, and then steer your users to use the bundle. Just a thought. Good luck!

    - Zach / ITOps Supervisor - ITSM
    eeha0120
    Daniel Söderlund
    PatrickMurphy
    3 people like this
    • eeha0120
      eeha0120
    • Daniel Söderlund
      Daniel Söderlund
    • PatrickMurphy
      PatrickMurphy

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