Smart Favorites Management
Mark, view, and stay informed with Smart Favorites in SCSM.
Streamline processes, receive prompt notifications, and collaborate seamlessly.
Smart Favorites Management
Our Smart Favorites Tool in the SCSM console simplifies work item management, allowing users to mark items as favorites and create personalized views. This feature provides a comprehensive overview of relevant work elements for managers or analysts, with the added benefit of prompt notifications for replies to work items. Superiors can conveniently monitor important work processes, and users can collaborate with key stakeholders without direct involvement in the process.
What can it do?
Smart Favorites Feature: Easily mark work items like Incidents, Service Requests, Change Requests, and Activities as favorites.
Custom Views Creation: Build personalized views in the SCSM console by utilizing Smart Favorites.
Comprehensive Work Element Overview: Access all relevant work elements for managers or analysts at a glance, whether involved as a customer or executor. Receive prompt notifications through comment notifications whenever there's a reply from an end user or analyst, with the flexibility to activate or deactivate this feature.
Effortless Monitoring: Superiors can conveniently track contentious and critical work processes, receiving direct and prompt information.
Stakeholder Collaboration: Assemble important stakeholders without direct involvement in the respective process, fostering collaboration and information sharing.
Favorite console task
Right below you can see a picture of all the console taks which match your criterias. on the right hand side you can mark it as favorites
Natofication template settings
On this screenshot the settings of the notification template is shown.
In the favorites settings you can define the notification templates for analysts / end user comments and status.
The workitem templates must be based on the respective class e.g. Incident, Service Request etc.
You can trigger on workitem status changes for IR, SR, PR, RR and CR. If the property status changes in one of the workitems then all users with favorites on this workitem get an notification about that.
Favorite item notification settings
Multiple checkbox menu in which the comments and the status of work items are monitored, and you can also be notified.
