Release notes – 12th August 2015

The purpose of this release was to fix a couple of minor issues and to make some quick improvements based on wish list items. We have kept the contents of the release light to ensure we could fit it in before the change freeze and also keep on top of other priorities.

Email content

  • In response to the 5-digit telephone extension project where the number 8 was added as a pre-fix to internal extension numbers, we have updated the extension number on system generated emails and the internal major incident extension number in the major incident notification.
  • We have improved the wording of the email template that is used for service request fulfilment and incident resolution emails, to make it clear to customers that they have 5 working days from the date of the email to reopen their ticket if required.

Wish – The Service Desk triage dashboard now displays tickets with a sort order of oldest first to support their prioritisation process.

Wish – The component field has been added to the ‘Search Changes’ query on the analyst dashboard.

Issue – The department field of the ‘Raise User’ and ‘On behalf of User’ within triage tickets (that are processed by the Service Desk) was not populating. This has now been fixed and will support the Service Desk response times where the department is a dependency.

Wish – The details boxes on some ticket windows (e.g. Add Note) were not consistent in size; we have amended those that we identified.

Wish – The ticket summary has been added to the resolution and fulfilment windows; we hope this serves as a useful reference when moving between the windows.

Wish – An automated report listing all active change tickets will be sent to team managers and the Directorate on a weekly basis. If this proves to be a useful report there may be demand for extending the recipient group.

We have also made improvements to some existing team specific functionality; those teams will be contacted directly.