The following issues have been addressed in the update deployed on 17th July 2013:
1. The sizing on the Service Request and Incident resolution screen has been increased to allow more text to be added.
2. The content of the SLA breach emails is now more meaningful.
3. There are some new and amended categories:
- Staff Email Advice
- Service Availability and Maintenance Messages
- Undergraduate Admissions Processing-Data Transfers
4. Amendment of Support Group combination for the following:
- Cat 1 = Research Applications and Cat 2 = My projects Proposals and Support Group = Finance Costing and Pricing
5. Non-ISS analysts can now view their own team’s tasks
6. Non-ISS analysts can now log tasks to the relevant ISS teams without the unexpected error occurring. (NOTE: when fixing this we have discovered another 2 issues. (a) If an incident or service request ticket is assigned to a non-ISS team and has a task that is assigned to an ISS team, then the Non-ISS analyst working on the ticket cannot see that there is a task assigned even if it is a task that they have created. (b) Under normal circumstances, an incident cannot be resolved or a service request fulfilled until all outstanding tasks are completed. In the above scenario, the ‘resolve’ or ‘fulfilled’ action is available to the Non-ISS analyst whether or not the tasks assigned to ISS teams have been completed.)
7. When you watch a Service Request and select the “Requests I am watching” option, you can now drill into the Service Request.
8. Once a ticket has been assigned to another group you can now view the details of the assignment within “Assigned to another Group collection” tab.
9. When a ticket is “With Customer” you can now add a note which will be emailed to the customer.
10. When notes/tasks have been added to the ticket the email notification content provides the latest updated information.
11. If a ticket is unfulfilled or unresolved the ticket will be automatically reassigned back to the support group that last owned the ticket.
12. When you add a note to a ticket you will no longer receive an email to confirm the note has been added.
13. Dashboards are now working for the Directorate group.
We are aware that you may be experiencing some error messages when using the search facility.
We are working on this as a matter of urgency and will update you soon.
Didn’t it already do 9? Has something changed about the way we do that?
You could add a note but the note wasnt sent to the customer.
Can you tell me if point 6 has been fixed? “If an incident or service request ticket is assigned to a non-ISS team and has a task that is assigned to an ISS team, then the Non-ISS analyst working on the ticket cannot see that there is a task assigned even if it is a task that they have created. Under normal circumstances, an incident cannot be resolved or a service request fulfilled until all outstanding tasks are completed. In the above scenario, the ‘resolve’ or ‘fulfilled’ action is available to the Non-ISS analyst whether or not the tasks assigned to ISS teams have been completed”.
Hi Joanne,
This is still outstanding. However, this will be resolved in the next planned release which is scheduled for the 19th November.
Thanks