NU Service release – 13th June 2018

The purpose of this release was to fix a couple of minor issues and to make some quick improvements based on wish list items. We have kept the contents of the release light to ensure we could fit it in before the upcoming work on the change management process.

 

Change – added ability to ‘Add Note’(s) and ‘Add Attachment’(s) to a task that is created within a problem ticket.

We have added the functionality for users to be able to add notes and attachments to individual tasks with problem tickets. This is intended for use where specific tasks may involve more complex solutions, workarounds or updates than a simple single ‘details’ field.

Please be aware that the notes and attachments that are logged against specific tasks are not shown in a collection on the main problem ticket window; this is an intentional design decision following the reasoning that the notes and attachments pertaining to the problem as a whole would quickly become cluttered with task notes and attachments.

In order to see any notes or attachments related to a specific task, simply select the task from the ‘Task Problem’ collection on the main problem window, and the relevant notes and attachments will then be visible in collections on the task itself.

 

Fix – formatting of specific system email notifications, as follows:

  • The email sent to Change approvers within the Change Management process.
  • The email sent to the assignee of a task within the Problem Management process.

Following the update of emails to an HTML format in a previous release, a couple of emails were displaying the full HTML code rather than the intended ‘neat’ version. These have been amended and will now display correctly, with the ‘link to ticket’ functioning as planned.

 

Fix – formatting of the SLA emails has been improved and a hyperlink to the associated ticket included.

Previously, SLA emails for both Incident Management and Service Request Management had been only slightly amended to conform to the newer HTML format. We have modified these emails to use the same format as all other analyst system emails, including descriptions of the ticket and a link to the ticket in question.

 

Fix – the formatting of specific sections of the Service Request ‘View Ticket History’ will be displayed with improved legibility, as follows:

  • Notes
  • Back from Customer

As per many other actions within processes, the ‘Add Note’ and ‘Back From Customer’ actions within the Service Request Management process have had the entries for the ‘View Ticket History’ amended to correctly show line break formatting. This change does not apply retroactively, but going forwards all additions of these types will no longer display as a single block of text.

 

Fix – the URL link to the Campus Map that was available on the Contact Us page of Self Service was no longer returning the correct page. This link has now been updated.

Since the move of a portion of ncl.ac.uk to sharepoint, the old link was returning a ‘page not found’ error. This has been fixed to link to a current PDF version of the campus map.

 

Fix – for user friendliness and consistency with other processes, upon loading a New Incident ticket, the cursor focus is on the Raise User field. Previously this was going to the ‘Logged on Behalf Of’ field.

Adding attributes and filters to search queries in NU Service

It’s possible to add additional fields in any query in NU Service (such as ‘Search All Tickets’), both to the list of result but also to filters used to pare down the results list.

A couple of notes before we get started:

  1. The way that NU Service works means that not every attribute is available to every process. As an example, only Service Requests will have a ‘Service Item Requested’ attribute, so looking for this attribute in the list when trying to filter an Incident won’t get you very far!
  2. Any time you add attribute to the results list or filters, you can save the URL of the query as a bookmark in your browser and it will keep all the amendments you’ve made, perfect for quickly returning to a specific view of a query.

 

Adding fields to the results list

By adding an attribute to the results list, you can quickly get a view of tickets falling into a certain area by attribute.

Start by picking a query, then select the asterisk (*) at the end of the column headers:

In the pop up box that appears, look for the attribute you want to add, select it, then click ‘Ok’. This list is a bit unwieldy and it’s not always obvious what the attribute will display, here are a few useful attributes:

  • Customer (shows the School that the Raise User is a member of)
  • Last Updated By (shows the ID of the last person to update the ticket)
  • Ticket Source (shows the origin of the ticket, eg Self-Service, Telephone etc)
  • Type of User (shows if the Raise User is a member of staff or a student)

Some of these attributes can be further broken down with the small arrow, but this can be a bit of a rabbit hole when looking for a specific attribute – if in doubt, get in touch with the SMO and we can help.

 

Adding filters to the filter list

By adding a filter into a query, you can reduce the overall number of results by restricting the entries for certain attributes.

As before, start by picking a query, remembering point 1 of the notes above. Against the filters already in place, right click on one and select ‘Insert Filter after…’:

In the pop up box that appears, look for the attribute you want to add as a filter. As before, this list is a bit unwieldy and it’s not always obvious what the attribute will display, here are a few useful attributes:

  • Customer (shows the School that the Raise User is a member of)
  • Last Updated By (shows the ID of the last person to update the ticket)
  • Ticket Source (shows the origin of the ticket, eg Self-Service, Telephone etc)
  • Type of User (shows if the Raise User is a member of staff or a student)

Once you’ve selected the attribute, a different window will appear. From here, I’d suggest first selecting the ‘Show filter as prompt?’ box, which will make the attribute appear in the filter list, and consider changing the ‘Condition type:’ depending on what you’re searching for:

For the ‘Condition type:’, there are a few options available. For many attributes you’re able to pick from (not an exhaustive list):

  • Equals (the input must match exactly to display a result)
  • Contains (the input can from any part of the result)
  • Is Null (will only return where there is a blank result)
  • Is One Of (can select multiple separate inputs, and will show where any are a result)

For dates, we can select ranges as well (not an exhaustive list):

  • Is Between Dates (results between a specified start and end date)
  • Is Within The Previous (results within the previous specified number of minutes/hours/days/weeks/months/years)
  • Is Older Than (results from prior to a specified date)

Once you’ve picked your condition and ‘Show filter as prompt?’, click OK and the attribute will be entered onto the filter list to help pare down your results.

 

Some of this isn’t super-intuitive, if you need any assistance with making queries easier to use or understand then please get in touch.

 

NU Service system upgrade notes – January 2018

We have upgraded to the latest version of the system; it includes new features that give us a platform on which to build future functionality. There is a known issue that has been fixed which we want to make you aware of.

Fix to Known Issue:

  • The error message “Guid should contain 32 digits with 4 dashes” should no long appear when entering URLs into a text box (Problem ref 4000168).

NU Service system upgrade

We will be upgrading to the current version of NU Service on Tuesday 23rd January, the work will begin at 17:00. This upgrade allows us to take advantage of system fixes and will provide us with the scope to introduce improvements using new features.

Please ensure that you save your work and are logged out of the system by 17:00 on Tuesday 23rd January and do not log back in until you receive an email notification advising that you may do so. We anticipate that the system will be available for normal use by 08:00 on Wednesday 24th January.

NU Service release notes – 6th December 2017

This release focuses on work to streamline the Self-Service portal in NU Service, simplifying the options available to end users.

Included in this release:

Change – removal of the ‘2nd layer’ within Self-Service. Users will now only be presented with a single screen before being able to either log a ticket with the Service Desk or browse the Service Request catalogue

Change – simplification of queries showing a user’s currently open and recently closed tickets. Users will now see a single query here, instead of 4. Tickets that require a user’s interaction (‘With Customer’) will be placed at the top of the list, with tickets with no interactivity (triage) placed at the bottom.

Change – removal of unused links and dashboards. A number of links have been removed from the shortcut bar at the side of the Self-Service portal, as these don’t serve any real purpose that isn’t fulfilled by another area of the intranet.

Change – additional free text fields on end user Triage window. There are 2 additional fields on the Triage window for end users (‘Log a Ticket’). These are for the machine name and location respectively. When these fields are completed, they will propagate through the entire life of the ticket and be visible to analysts.

Change – addition of fields in end user Incident/Request windows. There are additional fields on the action windows for Incident and Request Attachment, Cancellation and Note windows that show the ticket number and summary, in order to help users identify the ticket they’re performing the action on.

Fix – alteration of the date format in ‘View Ticket History’. The date format had previously been locked to the US format, but a fix has been applied so that dates in the Ticket History for both Incident and Request will now be in the UK format.

Fix – first field selected in ‘New Incident’ was not raise user. The first field selected automatically when selecting ‘New Incident’ used to be ‘Logged On Behalf Of’, this has been altered so that the ‘Raise User’ field is now automatically selected.

Fix – SLA email content was displaying incorrectly. Since the revised HTML formatted emails, SLA emails have not displayed as intended – these emails have now been altered to match the correct formatting style.

NU Service release notes – 27th June 2017

This release focuses on the work done to include the Faculty of Science, Agriculture and Engineering (SAgE), and the Faculty of Humanities and Social Sciences (HaSS) as analysts in NU Service.

This functionality will be switched on (without the need for further system downtime), on Monday 3rd July, the go-live date for SAgE and HaSS IT Support to begin using the system.

Further information will follow on or before Monday 3rd July regarding system handling/ticket routing as a result of this work; this is similar to the changes made for adding NUIT staff in the Faculty of Medical Sciences.  This will include the renaming or removal of  some Service Request and Incident categories following on prior discussion with Service Owners.

For further information on guidance for ticket logging see the internal SMO web pages.

Included in this release:

Change – addition of ‘SAGE IT SUPPORT’ and ‘HASS IT SUPPORT’ groups within NU Service, including bringing all IT Support analysts/technicians on to the system as Analysts.  This will give analysts the same analyst view that NUIT enjoys, along with dashboards to show tickets from end users in individual schools.

Change – addition of ‘Machine Name’ to the initial ‘Triage’ window. This has been put in to aid the Service Desk by providing a field at the first possible point to record the machine name of an end user.

Change – addition to the Ticket History of the Service Request ticket type to record the fulfillment details of a ticket that has been ‘Fulfilled on Creation’

Change – emails generated by the system have been changed to HTML format.  The text of emails that are sent to customers has been reviewed and amended to simplify the language used, making them more ‘user-friendly’, e.g. replacing the use of the word ‘ticket’ with ‘query’.  We’ve also added the name of the customers school or department to notification emails for NUIT analysts; this should help if you would like to set up Outlook rules to sort your NU Service emails into specific folders.