Chris_Hackett

Chat Transcript - CA Service Management Office Hours: A Live Online Chat (January 2016)

Discussion created by Chris_Hackett Employee on Jan 14, 2016

Miss the January Service Management Office Hours - Online Chat? Check out what you missed below and be sure to join us in February for the next session!

 

from Chris Hackett (CA) to Everyone:

We will be starting in a few minutes. Thank you.

from Chris Hackett (CA) to Everyone:

If anyone has a question please ask it now. Thanks

from Roger to Everyone:

Is there a dial in number

from Roger to Everyone:

Okay.  I see there is no number dial number.

from Chris Hackett (CA) to Everyone:

You can ask your questions in chat

from Roger to Everyone:

Is there going to be tighter integration between Service Catalog and Service Desk.

from Roger to Everyone:

We want to use Service Catalog as our front end and what to leverage Service Desk Manager for our tech analysts but there are different numbers for each system.

from Rajeev Kumar (CA) to Everyone:

@Roger: The 12.9 and 14.1 releases of SDM and Service Catalog already provide a much improved integration between capabilities. Are you looking for a very specific use case?

from Rajeev Kumar (CA) to Everyone:

@Roger: When you say 'different numbers' are you referring to ticket IDs (Request ID, Incident ID etc.)?

from Roger to Everyone:

@Rajeev.  What specific categories exposed as offerings including their properties.

from Rajeev Kumar (CA) to Everyone:

@Roger: You can associate any Category that's defined as 'self-service category' in SDM to a Service Catalog offering, and wire a Service Catalog form field to a SDM attribute or property.

from Roger to Everyone:

@Rajeev:  I mean the number in Service Catalog vs. the number in Service Manager.  We are not using a prefixes so we want to leverage one number across Service Catalog and Service Desk.  Since we looking to leverage Service Desk Manager as our go to app for techs, we want to be able to search for all numbers in Service Desk similar to searching for all I/P/R vs Change Orders etc..  We want to avoid have our help desk search in multiple places when they are on the phone for the customer.

from Roger to Everyone:

@Rajeev:  So are you saying that any category in SDM which as associate properties can be exposed as a service in SC and the properties of the SDM category become form fields in SC?

from Roger to Everyone:

Ultimately we are looking for a one stop shop for customers.  One place to request service and report problems while our tech analysts continue to use Service Desk for their day to day.  As the product owner for my organization for all Service Management products, it can be complicated marrying but Service Catalog and SDM together.  Do you have some green books that can help facilitate our needs?  Or some real world examples of how others have leverage both Service Catalog and SDM in a seamless environment?

from Rajeev Kumar (CA) to Everyone:

@Roger: For leveraging a common ticket ID between Service Catalog and SDM, take a look at the 'Related Ticket' request attribute in Service Catalog. This attribute shows the value for associated SDM Incident/Request ID.

from Chris Hackett (CA) to Everyone:

Does anyone else have any questions?

from Rajeev Kumar (CA) to Everyone:

@Roger: You may, further, want to explore Unfied Self-Service (USS) which comes with 14.1 release. The idea behind USS is to provide a one-stop-shop for business users, while Power Users (Analysts) would use SDM for addressing the tickets.

from Roger to Everyone:

@Rajeev:  Our help desk is use to leveraging Service Manager to provide updates to our customers.  Our desire to leverage Service Catalog for our customers would introduce a challenge for help desk.  If a user calls in for an update to SC 1234, how can our help desk specialist find SC 1234 quickly by using SDM.  Keep in mind we would like to use Voice Engineering to determine who is calling and launch the profile browser of the person who is calling on the analyst's screen to cut back on the amount of time to verify who is calling and to already know whether or not the user may calling on an issue or request that is currently active

from Rajeev Kumar (CA) to Everyone:

@Everyone: Happy New Year 2016 ! We are soon going to start validation activities for the next planned release of CA Service Management. Please sign up for the program if you have not already. The first validation event is scheduled for Thursday, January 21, 10 AM ET. Read more here… https://communities.ca.com/community/ca-service-management/blog/2016/01/12/ca-service-management-hampi-validation-end-of-sprint-demo-on-thursday-january-21-10-am-et

from Roger to Everyone:

@Rajeev: Can I forward the invite to other members of my organization even though they did not sign up.

from Rajeev Kumar (CA) to Everyone:

@Roger: When an SDM Incident/Request results from a Service Catalog request, it contains the reference number to Service Catalog request ID, which can be exposed in SDM filter and search results with a bit of customization on SDM side. We have Community Ideas along these lines and we are actively reviewing those ideas for a possible future inclusion of that functionality out-of-the-box. 

from Chris Hackett (CA) to Everyone:

Does anyone have any other questions for the team?

from Roger to Everyone:

That is great.

from Roger to Everyone:

Did you see my previous comment about forwarding the calendar invite for next week to other members of my organization?

from Roger to Everyone:

@Rajeev

from Roger to Everyone:

@Rajeev:  I am not sure if you received my last messages

from Rajeev Kumar (CA) to Everyone:

@Roger: Please share the registration link with those who would be interested in validation. After signing up for the program they will have access to the validation system where we will publish schedules, news, recordings etc.

from Roger to Everyone:

@Rajeev:  Thanks.

from Chris Hackett (CA) to Everyone:

Any last questions anyone?

from Chris Hackett (CA) to Everyone:

Thanks for joining today! Have a great day and visit us in the communities.

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