Service Manager allows Service Desk Analysts to manage Incident, Service Request, Problem, Change and Release Management Work Items. Each Work Item can support many activities. However, Service Manager does not support an Analyst being able to “View” all of their “Work Items” in one folder.
Cased Dimensions has written a management pack which allows Analysts to “View” all Work Item activities…… “Assigned to Me”…. in one folder.
Cased Dimensions pack extends Service Manager’s core functions which means it is possible to:
Search Work Items
Utilise work item default …“Tasks”… to the right hand side of each View
Open default Work Item Forms
Utilise default …“GROUP BY”… functionality
View Work Item “Type” and also the Work Item “Status” plus all other work item information that can be “Viewed” in a standard SCSM View.