The release includes the following changes and amendments
Changes/Bug Fixes within Web Desk
Analyst Dashboards:
- The attributes to show the date of the last update and who this was by have been added to the My Open Tickets gadget on the Analysts dashboard.
- The attributes ‘Customer ID’ and ‘Name’ have been added into the children collection that shows on Parent Tickets
- There is now a shortcut named ‘All Tickets I Am Watching’. This page contains both of the gadgets (which were previously displayed as separate shortcuts) ‘Requests I am Watching’ and ‘Incidents I Am Watching’. These gadgets now also have additional attributes: Description, Customer ID and Name.
- The ‘Service Affected’ attribute on Service Requests is now populated whereas previously this was displaying as a blank on some queries.
- The Analyst dashboard no longer updates automatically. This ensures that Analysts stop receiving Shibboleth timeout errors. The page will update after Analyst interaction or by pressing F5.
Searching:
- The functionality to search across incidents and service requests at the same time has been added.
- The functionality to search via the logged on behalf of user has been added.
Email:
- Alternative Email address and phone numbers can be added to a ticket. These are only stored against that ticket instance and the alternative emails are added as CC recipients.
- A warning line has been added to customer facing emails: “Please note that only replies from Newcastle University email addresses will be accepted; replies from any other email address will be rejected.”
User Friendliness:
- Some of the ticket windows (after being Saved) were overflowing off the screen width ways thus introducing the need to use a horizontal scroll bar. This has been fixed, ensuring that the window width fits to one page.
- All ‘Assign to Me’ actions (for the various stages of each of the processes) produce an “Are you sure you want to do this” confirmation pop up box.
Changes/Bug Fixes within Self-Service
Functionality:
- The carrying through of the on behalf of user from tickets logged in self-service has been fixed. Previously this was not pulling through to the ticket record as it should.
- If a user has a ticket logged on behalf of them then it now appears in their ‘My Open tickets’ gadget in self-service whereas previously it did not.
- When a customer adds a note whilst the ticket is at a status of ‘With Customer”, the ticket is automatically brought back from customer. This includes a customer replying to an email.
- For Service Requests submitted via self-service, the ‘Top Level Service Item’ attribute was not being populated. This has been fixed.
Read Only aspects:
- The graphs on the How We’re Doing page in Self Service now shows historic data providing more complete results.
- The Contact Us and Out of Hours Help gadgets on the Contact Us page have had text updates to inform customers that calls are being recorded.
- A read only gadget on the IT Support page of Self Service has been created to show tickets awaiting initial assessment. Gadget name: Awaiting Initial Assessment.