[Macha]

Background: I work at a company where engineers use JIRA and support uses service now.

I find basic tasks challenging in your app. A support agent escalates to developers (i.e. me). "Hey, can you look at INC123456". The ticket is not yet assigned to me. How do I find and open this ticket? The support agent can send me a direct link, but there's no apparent relation between any of the query params and the ticket number, and also no obvious UI element in which I can put a ticket number and navigate there. When I navigate to the ticket, comments are mixed in with audit entries. The frame based navigation also means I get questions from junior devs on tickets and they copy links into slack messages that just send me to the homepage.

[b00palicious]

Thanks Macha. Hearing a specific case of pain points is very helpful. I am bummed that things as (seemingly) simple as referencing records, and wayfinding is a hard thing to do in a 2020 interface. It’s the most fundamental thing you can do in our platform, and should theoretically be the easiest.

Definitely going to bring this into my discussion with other design leaders next week.

[mynegation]

You can put INC123456 into the search field at top right and it should take you directly to the incident page.

But yeah ServiceNow is insane. Not sure how much of this is product itself or gajillion of customizations.

[Macha]

Top right is a settings gear and help icon for me, no search box. The only search box on the homepage is "filter navigator" which filters the left nav.

[andrei_says_]

This sounds horrible. So badly designed, so divorced from elementary UX that it makes me wonder if it’s convoluted on purpose.