NU Service will be unavailable on Thursday 1st September between 17:00 and 20:00  for the purpose of planned system maintenance.
Please ensure that you are logged out of the system during this time period.

The purpose of this release was to fix a couple of minor issues and to make some quick improvements based on wish list items following the on-boarding of the Faculty of Medical Sciences.

Ticket History

• Wish – We have amended the ‘Add Task’ action in the Ticket History for Incidents and Service requests to now show the correct details for task assignments.
• Issue – We have fixed the ‘With Customer’ and ‘Reopen’ Ticket History entries to display the text correctly in relation to the entry title.

Wish – We have added the ability for all analysts to be able to collapse dashboard queries at will. Any changes to these dashboards are personal to each analyst.

Wish – We have altered the collection shown at the bottom of Quick Open requests (and also for standard Service Requests) to show the ‘By User’ filter first, rather than ‘Request Tasks’

Issue – we have fixed an attribute in the ‘Search All Tickets’ query that would show the ‘Raise User’ incorrectly as the ‘Raised By’ user.

Change – We have made some amendments to FMS ticket dashboards to remove certain categories, for clarity. In addition, we have created a new dashboard showing tickets split by FMS school as well as tickets closed over the previous 30 days.

Change – We have amended some categories that were routing tickets to the FMS IT SUPPORT group to route correctly – for some of these we have added in additional categories that are published only to customers within FMS.

Change – We have made some user management updates to accommodate recent changes to some NUIT teams.

We are planning to perform a NU Service release on Wednesday 20th April to provide some system fixes and quality of life improvements following the successful on-boarding of the Faculty of Medical Sciences.

The system will be unavailable from 17:00 until approximately 22:00, please ensure that you save your work and are logged out of the system during these times. We anticipate the system will be available for normal use by 08:00 on Thursday 21st April, please do not log back in until you receive an email advising that you may do so.

Details of changes and improvements will be communicated via the blog immediately following the release.

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

We will be deploying an update to NU Service that will include some fixes and wish-list items on Tuesday 21^st 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 21^st 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 22^nd 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.

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.