The following issues have been addressed in the update deployed on 17th July 2013:

   1. The sizing on the Service Request and Incident resolution screen has been increased to allow more text to be added.

   2. The content of the SLA breach emails is now more meaningful.

   3. There are some new and amended categories:

• Staff Email Advice
• Service Availability and Maintenance Messages
• Undergraduate Admissions Processing-Data Transfers

    4.  Amendment of Support Group combination for the following:

• Cat 1 = Research Applications and Cat 2 = My projects Proposals and Support Group = Finance Costing and Pricing

     5. Non-ISS analysts can now view their own team’s tasks

     6. Non-ISS analysts can now log tasks to the relevant ISS teams without the unexpected error occurring.  (NOTE: when fixing this we have discovered another 2 issues. (a) If an incident or service request ticket is assigned to a non-ISS team and has a task that is assigned to an ISS team, then the Non-ISS analyst working on the ticket cannot see that there is a task assigned even if it is a task that they have created.  (b) Under normal circumstances, an incident cannot be resolved or a service request fulfilled until all outstanding tasks are completed. In the above scenario, the ‘resolve’ or ‘fulfilled’ action is available to the Non-ISS analyst whether or not the tasks assigned to ISS teams have been completed.)

      7. When you watch a Service Request and select the “Requests I am watching” option, you can now drill into the Service Request.

      8. Once a ticket has been assigned to another group you can now view the details of the assignment within “Assigned to another Group collection” tab.

      9. When a ticket is “With Customer” you can now add a note which will be emailed to the customer.

     10. When notes/tasks have been added to the ticket the email notification content provides the latest updated information.

      11. If a ticket is unfulfilled or unresolved the ticket will be automatically reassigned back to the support group that last owned the ticket.

     12. When you add a note to a ticket you will no longer receive an email to confirm the note has been added.

     13. Dashboards are now working for the Directorate group.

We will be deploying a release with some system updates and issue resolutions first thing in the morning of Wednesday 17th July.  Please log out of the system by no later than 7:30 a.m. on that date and do not log back in until notified that it is safe to do so.

Once the update has been installed we will post a summary of the changes on this blog.

We are now into phase 2 of the project which includes User Self Service and Knowledge Management. We are continuing to work with the consultants on the design and configuration.

In parallel we are working on the issues and wish list items and plan to implement a release in the next few weeks. As usual we will post release notes to notify you of what to expect from the release.

The following issues have been addressed in the update deployed on 20th June 2013:

• Improvements to the display of the main dashboard (tidier)
• Improvements to the search queries
• Emails to Analysts now have more details within them and a hyperlink to the ticket within the system. The emails that have been updated with this extra content include:
  • Emails for changing the assignment group of a ticket (“Assign to another group” and “Assign within group”)
  • Email to notify that a Major Incident has been declared
  • Emails when adding a Task
• A bug has been fixed which was preventing attachments over 2MB from being accepted so the limit is now 4MB

Another recent system update includes a fix to the nightly data imports…..

• For a period the nightly data imports were not running therefore we were running the imports manually as a temporary work around. We now have the nightly data import running as expected.

The following issues have been addressed in the update deployed on 30th May 2013:

• Right click to complete a task has been disabled
• Ability to complete a task that is assigned to someone else has been removed
• Dashboard queries:
• In “My Open Tickets”, “My Team’s Unassigned Tickets” and in “All Open Tickets For My Team” the “Ticket ID” has been renamed to “ID” throughout 
• In the “My Open Tickets” and “My Team’s Unassigned Tickets” lists, the “location” column is now labelled “Location”
• The refresh on the Dashboard is set to 5 minutes. (NOTE: to make sure you are seeing the latest information, refresh/reload the page by pressing F5)
• Removed ‘Email sent in error’ from history pane and the notifications tab 
• Changed the label from “Raise User” to “Note created by” within the “Add Note” action (there was some confusion about the function of this field)
• Amended spelling of ‘Raise User’ in ‘Add assignment’
• Changed email notifications show to “group” as lower case; fixed some formatting issues with Email Notifications (e.g. line breaks)
• If a member of staff responds to a MI email, it now adds a note to the Incident rather than send an email stating ‘your email could not be processed’
• Once a ticket is logged, the ‘Raise User’ now cannot be amended 
• Amended spelling from ‘Fullfilled’ to ‘Fulfilled’ when you select in the Fulfilment details screen
• ‘Send date’ flag on certain system generated emails was showing as 13th December 2007 – now showing the actual send date
• Expanded the text box on ‘with customer’ screen

The project team are working on issue resolution in the development system and we are currently planning to do a release to the live system on Thursday 29th May.  We’ll update this post with more details over the next few days.