Release notes 21st January 2014

The release includes the following changes and amendments

  • Change: ‘Watch’ tasks no longer show in the tasks collection
  • Change: When the ‘Resolve on Creation’ checkbox is checked on a new triage ticket, the analyst is now prompted for resolution/fulfilment details consistently across both Incident and Service Request processes  (Service Requests now behave in the same way as Incidents)
  • Bug Fix: If the ‘Include in Emails’ tick box is checked when creating a new triage ticket, after Save and Close (regardless of whether the triage ticket is turned into a Service Request or Incident ticket) the tick box now remains checked when you look at the actual SR or IN ticket (note: this checkbox should not be used unless there is an email address in the email field, otherwise an error will occur and the ticket will not be logged)
  • Change: The action ‘Complete a Survey’ is now available from within a fulfilled Service Request ticket
  • Change: The ‘Service’ window(containing ‘requestable items’), as viewed through the Service Request Catalogue now displays the same for analysts as it does for end users
  • Change: All requests for software now use the Service Request process, including those coming from web forms
  • Change: The ‘Log a Ticket’ window within Self Service gives the same view to non-Service Desk analysts as it does for end users
  • Change: The view report button (available to analysts) on open tickets now provides the report as a PDF rather than a Crystal report
    • Known issue: the report does not run on Incident tickets at status ‘Closed’ (however it does run when at ‘Resolved’ status)
  • Change: There is no longer a need to select a Category type for Notes on the ‘Add Note’ window of the Incident Process
  • Change: Some references to functionality that is not currently being used (such as that related to Change Management) have been removed (there are still some to follow in a future release)
  • Change: Notes collections now display with the newest at the top
  • Change: The fulfilment group for a requestable item in a new Triage ticket is now displayed on the window after the requestable item has been selected
  • Change: In the Service Request process, when a customer performs the ‘Back from Customer’ action a notification email is sent to the analyst
  • Change: A ‘By User’ filter has been added (as a collection) that shows the history of Service Request and Incident tickets for that user.  This collection can be seen by analysts on ticket windows in all three processes (Triage, Incident and Service Request)
  • Change: A ‘stopped clock’ indicator has been added to the service request window to highlight when the clock has been stopped
  • Change: Within the ‘Add Note’ window in both the Service Request and Incident processes, the ‘Created By’ field has been hidden and the cursor defaults directly to the ‘Details’ box
  • Change: Service Desk analysts can now assign the ticket directly to themselves when logging a new ticket via the triage process instead of the ticket assigning straight to the Service Desk group or the fulfilment group
  • Change: The ‘Add Note’ window has been expanded to extend further down the screen
  • Change: Primary group (showing the user’s department/school) now shows within the ‘Raise User’ drop down list

System Release 21st January 2014

We will be deploying an update to NU Service that will include some fixes and wish-list items on Tuesday 21st January between 17:00 and 20:00

 Please ensure that you save your work and are logged out of the system by 17:00 on Tuesday 21st January 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 Wednesday 22nd January.

 Details of the release will be posted on the blog; a link will be included in the post-release email.  Please contact me or any member of the Service Process team if you have any questions about this release.