NU Service – Release notes 19^th November 2013

The release includes the following changes and new functionality:

1. New functionality: end-user self-service
• Customers can log and track their own requests for IT assistance
• Link to searchable knowledgebase
• On-line customer satisfaction surveys
• Interactive ticket progression including ability for customers to mark their own tickets as ‘back from customer’
• Service Desk messaging tool with separate  categories for different types of message
2. Change: any analyst can now view any team’s work queue by using a shortcut
3. Change: For ISS staff, Declare Major Incident functionality has changed to allow publication of a public notice
4. For Analysts, there has been a change to the way that the ‘print report’ button works within a ticket.  For existing tickets at the time of the system update, you may need to go into the ticket and click ‘save’ in order for the ‘print report’ button to appear.

The following items will be addressed at a later date:

1. Once the request has been raised within web desk (while logged in as an analyst) the details, summary, request type and service item can be amended by the analyst
2. User-specific details (such as machine name etc.) will not automatically be captured.  Such details need to be added to the Details box within the ticket by the person logging the ticket (if relevant)
3. Total number of requestable items is greater than the sum of the totals for each category
4. When declaring a Major Incident certain button combinations when clicked create an error:
• Clicking ‘Save and Close’ = Works correctly
• Clicking ‘Save’ then ‘Cancel’ = Works correctly
• Clicking ‘Save’ then ‘Save and Close’ = Displays Error – however the data is correct
5. On the ‘How we are doing’ dashboard:
• Historic tickets will not be included within the graphs/charts.
• Customer satisfaction charts will added 1 month after go Live
• A Service Request can only be re-opened within 5 days of it being marked as ‘fulfilled’; a satisfaction survey is available for the user to complete during the first 30 days after it being marked as fulfilled.  There is no option to ‘Complete Survey’ on a completed Service Request from within the ticket after 5 working days have passed following , however the survey icon within the completed tickets list can be used to access the survey.  (Note: the link to the survey is available when the ticket is in Fulfilled status)
6. Help documentation will be added later, however there is a key to describe the functionality of each icon
7. The search box at the top of the Self-Service pages will return no results for end users; analysts can use this box to search for requestable items.

We will be deploying the latest version of NU Service that will include the new Self-Service functionality on the 18^th and 19^th November.

Please ensure that you save your work and are logged out of the system by 17:00 on Monday 18^th November and do not log back in until you receive an email notification advising that you may log back in.  We anticipate that the system will be available for normal use by 09:00 on Tuesday 19^th November.