We are now into phase 2 of the project which includes User Self Service and Knowledge Management. We are continuing to work with the consultants on the design and configuration.

In parallel we are working on the issues and wish list items and plan to implement a release in the next few weeks. As usual we will post release notes to notify you of what to expect from the release.

The following issues have been addressed in the update deployed on 20th June 2013:

• Improvements to the display of the main dashboard (tidier)
• Improvements to the search queries
• Emails to Analysts now have more details within them and a hyperlink to the ticket within the system. The emails that have been updated with this extra content include:
  • Emails for changing the assignment group of a ticket (“Assign to another group” and “Assign within group”)
  • Email to notify that a Major Incident has been declared
  • Emails when adding a Task
• A bug has been fixed which was preventing attachments over 2MB from being accepted so the limit is now 4MB

Another recent system update includes a fix to the nightly data imports…..

• For a period the nightly data imports were not running therefore we were running the imports manually as a temporary work around. We now have the nightly data import running as expected.