NU Service release notes – 6th December 2017

This release focuses on work to streamline the Self-Service portal in NU Service, simplifying the options available to end users.

Included in this release:

Change – removal of the ‘2nd layer’ within Self-Service. Users will now only be presented with a single screen before being able to either log a ticket with the Service Desk or browse the Service Request catalogue

Change – simplification of queries showing a user’s currently open and recently closed tickets. Users will now see a single query here, instead of 4. Tickets that require a user’s interaction (‘With Customer’) will be placed at the top of the list, with tickets with no interactivity (triage) placed at the bottom.

Change – removal of unused links and dashboards. A number of links have been removed from the shortcut bar at the side of the Self-Service portal, as these don’t serve any real purpose that isn’t fulfilled by another area of the intranet.

Change – additional free text fields on end user Triage window. There are 2 additional fields on the Triage window for end users (‘Log a Ticket’). These are for the machine name and location respectively. When these fields are completed, they will propagate through the entire life of the ticket and be visible to analysts.

Change – addition of fields in end user Incident/Request windows. There are additional fields on the action windows for Incident and Request Attachment, Cancellation and Note windows that show the ticket number and summary, in order to help users identify the ticket they’re performing the action on.

Fix – alteration of the date format in ‘View Ticket History’. The date format had previously been locked to the US format, but a fix has been applied so that dates in the Ticket History for both Incident and Request will now be in the UK format.

Fix – first field selected in ‘New Incident’ was not raise user. The first field selected automatically when selecting ‘New Incident’ used to be ‘Logged On Behalf Of’, this has been altered so that the ‘Raise User’ field is now automatically selected.

Fix – SLA email content was displaying incorrectly. Since the revised HTML formatted emails, SLA emails have not displayed as intended – these emails have now been altered to match the correct formatting style.

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