Idea ID: 2808629

SLT measures to be represented in Request grid view as by UI

Status : Declined
over 1 year ago

Hi All.

In Request, the SLT in represented in the gui in nice way like following screenshot in the Target section of the IT Support Request.

silviocri_0-1593499237555.png

It is very easy and flexible add Custom field in the Request to point at the SLT: it is possible to add entity link to point at SLT for Initial Review, SLT for Resolution, SLT for OLA/UC. 

silviocri_1-1593499381516.png

With simple rules these fields are automatically set on the Request and all data are available in grid view. These information are relevant for the Customer since they show the represent  of the Signed Contract.

Unfortunately, these fields in the grid view are represented in internal format, not in the User format as in the Target section of the Request (see next screenshot)

 
 
 
 
 

THE IDEA IS: IN THE GRID VIEW THESE MEASURES CAN BE REPRESENTED IN THE FORMAT OF THE UI. FOR EXAMPLE AN OPTION TO REPRESENT THE NUMERIC FIELD AS "ELAPSED TIME" IS SUITABLE

screenshot_grid_bad_format.jpg

 

 

 

Labels:

SMAX
  • Hi Steve,

    from a Customer Prospective, the expected granularity is the Request grid, not the SLT Grid.

    In some Request we have #3 SLTs: Initial Review, Resolution, Time in Group. In other cases, depending from the Request's Offering, we have #2 SLTs: Initial Review and Resolution.

    The Customer is looking at the perfomance on the Request, by Contract we  have economic penalties based on the Request triggered by the Customer.

    So the appropiate prospective is increase the Request Grid, not the SLT grid.

    I hope this help and this contribute the update the status of current idea.

    Best Regards, Silvio

  • Hi 

    It looks like you are trying to display some additional SLT related information on the Request Grid.  Please submit an Idea describing what additional information you feel should be able to be shown there.  I think this is a better approach than adding a custom entity link to the SLT.

    Thanks, Steve