As promised, we now have a way for users of the system to feed in enhancement suggestions – a ‘wish list’. 

Please use this form to tell us about what you think would be useful to change or add to the system.  We will evaluate and prioritise these suggestions and where resource allows will work on those that are agreed to be useful amendments to be included in future releases.

It’s important that this is not used to report system faults (i.e. something’s ‘broken’) – instead please contact the ISS Service Process team via email or on extension 8111.

You can access the form here: http://forms.ncl.ac.uk/view.php?id=4647

For information, we already have suggestions about the following (not an exhaustive list):

• Enhance the search facility
• Reduce the number of email notifications and improve the content
• Add more categories (not previously requested)
• See if we can add ‘reminder’ functionality for analysts
• Find a way to summarise all notes and updates in one place for a single ticket
• Tidy up dashboard inconsistencies
• Allow analysts to customise their own dashboard views
• Review and improve ‘watch list’ functionality and content

Listed below are the Incident Management resolution categories that are currently available within NU Service.
If you believe there are any categories that are not currently available (for which you foresee a need when resolving incident tickets) please post your suggestions here.

Please note that for most of the categories, the fact that it is resolved by an analyst is implied therefore “Resolved by analyst” is not a category in itself. Also, we are avoiding the use of a catch all category such as “Resolved”.

Advice Provided
Cancelled by user
Cannot fix
Could not replicate
Duplicate record
Hardware repaired
Hardware replaced
No action taken
Password reset
Related incident resolved
Related problem resolved
Resolved by 3^rd party
Resolved by change
Resolved by user
Restart
Training provided
User error
Workaround

We look forward to receiving your suggestions.

Thanks

Today saw the phase 1 go-live – a milestone moment!  Dawn, Lisa and I, with the support of some ISS colleagues, completed the final few tasks at 7:00 this morning so that the system could be ready for people to start to use. 

The ISS Service Desk started the ball rolling, logging the first few tickets at around 8:00, and then other users got logged on from 8:45 onwards.

There was a good amount of feedback almost immediately as people started to navigate the system ‘for real’, with a lot of suggestions for how we could improve the dashboards that provide the main working space for analysts.  Most of these were implemented today, leaving just a few relatively minor issues to add to the list for review and prioritisation for the project team to work on over the coming weeks and months.

The plan now is to continue to gather the feedback, and to stop any further amendments as we  ‘let the dust settle’ and people become more familiar with the system.  Whilst this is happening, we can start working on some amendments in the development system ready for a round of testing prior to release.

Many thanks to those who came in extra early to help with the go-live, including Dawn Darby, Lisa Dimmick, Steve Cuthill, Dave Sharples and Chris Franks.