If you select the action With Customer, enter the details into the details box and select Save and Close this will send a notification to the customer to notify them that the ticket is on hold and they need to respond. It will also display the information you entered into the details box.

If a ticket is assigned to an individual analyst, people in the same group have the option to re-assign it either to another member of the current group or to another group (but not a specific analyst within another group).

There is a way to change the columns you see on the dashboards, for example to add a new column.

Right-click on any column in the dashboard, then from the list select ‘Add Attribute’ – you will see a list of available columns that you can add.

There are come compatibility issues between different browsers and versions of browser – those that we know work best are Chrome, IE version 8 and 9, and Firefox.  IE version 7 does distort some of the forms.  Please contact the project team if you have this problem and feel that you are unable to change to a different browser.

The system spell checker is not available in the web client, which is what all analysts will be using.  Instead, use a browser that has a spell check facility, for example Chrome or IE9.

The maximum size for attachments is 4mb

No – please ask the Service Desk to raise a ticket on your behalf.

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.

Q – Will I receive training on how to use the new system?

A – Yes, Roy Clark and Andy Proctor will deliver the training; we will contact users via email to publicise the training dates and times available.

Q – What will happen to the email functionality of the old system?

A – The email functionality will be disabled at the point of going live with the new system