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.

NU Service will be unavailable on Wednesday 12th August 2015 between 17:00 and 20:00 (BST) for the purpose of planned system maintenance.
Please ensure that you are logged out of the system during this time period.

We are hoping to do a release on 12th August to provide some system fixes and introduce some improvements.
The contents of this release will be light due to timescales since we need to ensure that the downtime is scheduled before the change freeze over registration period etc.
This release will also give relevant team members exposure to our development and release process; thanks to John (our new Service Process team member) and Adam (from App support who is taking over from Steve).

We have upgraded to the latest version of the system; it includes new features that give us a platform on which to build future functionality. There are some enhancements in this version and some known issues that have been fixed which we want to make you aware of.

Enhancements

• Tab index is now supported in the analyst view (Web Desk); you should now be able to move around windows using the TAB key.

• Analysts can now use multiple browser tabs within Web Desk.
  Prior to the upgrade some users found that they were unable to work on different NU Service windows/tickets across multiple browser tabs.

Known issues that have been fixed

• Some (not all) analysts have been receiving an error message when initially opening NU Service or if the system had timed out. The error message was: “An item with the same key has already been added” – This should now be fixed.

• When we went live with a previous version in June 2014 we communicated two known issues for those using IE. See below for a reminder of these issues or alternatively visit the relevant blog post from last year. We believe these two issues have been fixed therefore there is no longer a need to use the associated workarounds. Please contact the Service Process team if you experience otherwise.

1. Using NU Service with Internet Explorer in compatibility view will present the self-service dashboard to analysts without the option to ‘Switch to Web Desk’ (the standard analyst view).
2. Using NU Service with Internet Explorer 8 gives a security warning that some of the content is not delivered securely and by default asks whether you want to view only the content that was delivered securely. This occurs when loading every page.

Please note that Chrome is the recommended browser for NU Service.

We will be upgrading to the current version of NU Service on Wednesday 10th June, the work will begin at 17:00 (GMT). This upgrade allows us to take advantage of system fixes and will provide us with the scope to introduce improvements using new features.

Please ensure that you save your work and are logged out of the system by 17:00 on Wednesday 10th June 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 (GMT) on Thursday 11th June.