No – please ask the Service Desk to raise a ticket on your behalf.
Can anyone log a ticket to another team?
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Author Archives: Sharon
Can we reassign tickets to other teams?
Non-ISS teams will be able to assign tickets within their own team and to ISS teams that they currently collaborate with, for example QUILT can reassign to Service Desk and Learning Technologies. Note that: After the Non-ISS team has reassigned the ticket, an on-screen error message will appear due to the fact that they are no longer permitted to view/process the ticket.
ISS teams can still reassign tickets between teams however we would encourage staff to reassign any tickets that have been incorrectly assigned back to the Service Desk with an explanation of why it’s not right, and a suggestion of where it should go. This will help the Service Desk improve initial ticket logging and redirection.
Key Contacts
We have a Stakeholders Group who have given a lot of input into project. Most of these people have been involved in the project from the beginning, working with the project team to review requirements and evaluate potential systems/suppliers, scoring the various offerings and assisting with selection of the final solution.
This group has kindly agreed to act as key contacts for the project – if you have any questions you can of course contact the project team but if it’s easier for you, please contact your nearest Stakeholder Group member, who are:
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Ian Pitcher – EEE, SAgE
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Wendy Craig – ICM, FMS
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Rebecca McCready – Learning support, FMS
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Anne Middleton – Robinson Library
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Keith Lockhart – ECLS, HASS
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David Lowe, Language Centre, HASS
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Janet Watson, Business Systems, ISS
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Stuart Frost, Infrastructure and Architecture, ISS
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Tricia Blakey, Service Desk, ISS
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Dave Alsop, Digital Media Services, ISS
Project contributors
The people involved in the system configuration and testing include:
Core project team – Sharon Mossman (Project Manager), Dave Churchley, Lisa Dimmick, and Dawn Darby
Configuration and general advice – Steven Cuthill, Gavin Younger, Sean Gray, Michael Carrick, Jo Robinson-Lamb, Richard James, Cal Racey, Chris Franks, Pete Harvey, Peter Smith, Paul Thompson, Ian McAlpine, Ben Allen, Paul Haldane, John Donaldson, Chris Schroeder, Richard Kirkpatrick and Linda cunningham
UAT – Vikki Williams, Stephen Goodey, Ian Grunhut, Susan Tarlarini, Paul Pattison, Tricia Blakey, Deborah Harris, Neil Parkin, Paul Roberts, Stuart Frost, John Donaldson, Anne Murphy, Andy Chau, Peter Chau
Training – Roy Clark and Andy Proctor
Thanks! We couldn’t have made it this far without you!
(if I’ve forgotten anyone, I’m really sorry!)
This week, we will be mostly doing…
UAT
UAT is progressing, with most of Incident Management tested and starting on the Service Request process on Monday 29th April. As issues are discovered and re-created by Dawn and the testing team, they are prioritised and added to a list for Lisa and Dave to work on resolving.
Email configuration
This is a time-consuming piece of work with a number of aspects to consider, including working out which steps in the processes should trigger notifications, who gets them, defining the content, configuring them in the system, then testing that it’s working – and that’s only one type of notification! This one looks like it’s going to be with us for some time….
Dashboards
Probably the least urgent for day 1, but a really ‘nice-to-have’. The facility to see at a glance ‘what’s hot and what’s not’ is something the old system was lacking.
Training and awareness presentations
Roy and Andy are working on the slides for the user presentations that they will be delivering from next week. At least one of the sessions will be ReCapped.
System training
Emails from old system
Historic data from old system
Q – Will tickets and other data be transferred into the new system?
A – No, we won’t be migrating any historic data. There are two options for change over: either re-enter any open tickets in to the new system (advised), or log a place-holder within the new system that refers to the ticket within the old system. Please bear in mind that the old system will become unavailable at some point in the future (date still TBC),
Visibility of tickets owned by other teams
Q – Is there a way to retain visibility of incidents that need to be passed on to another team?
A – Yes, for ISS there is a ‘watch list’ facility which allows the analyst to monitor tickets regardless of which team they are assigned to. There are some restrictions on this, e.g. analysts will not be allowed to see some information security incidents.
Task assignment to multiple teams
Q – Will we have the ability to assign an incident to multiple teams (e.g. when it isn’t totally clear exactly where to route an incident or an incident may need input from more than one team and both could be investigating simultaneously)?
A – Yes, for ISS the incident management process will allow ‘tasks’ to be created against the incident ticket, where the original ticket is retained by the incident owner (or team) but the tasks can be assigned to other teams.