In the recent update to NU Service concerning Change Management, we added the ‘View Ticket History’ action that was already present on Incidents and Service Requests.

As with those tickets, this is an invaluable resource for seeing exactly what has been done on a ticket previously. We would recommend checking the history of a ticket as the first thing to do when a ticket hits your queue. Do this by selecting the action from the actions menu and reading through the entries before starting work on a ticket; this will help reduce duplication of effort in (for example) investigating something that has been considered prior to you receiving the ticket.

We welcome any feedback on the ticket history as well in terms of the information presented; if something doesn’t show up that you would expect to, for instance, let us know and we can take a look.

Following last night’s release, the Analyst Dashboard for all users was reset to a default state to allow an alteration to the dashboard to cascade correctly.

This will have reset any sort orders etc that an individual may have applied to the queries on the dashboard.

In order to make any future alterations ‘stick’, you have to perform an action that will force the system to recognise a dashboard update. For the Analyst Dashboard, the simplest way to do this is to make any sort order etc modifications, then move the thin vertical grey line between the queries by a small amount to the left or right:

This should force a notification to appear stating ‘Dashboard updated’; now you can reload the dashboard and your changes will have been saved.