NU Service – the next phase: Knowledge and Self-Service

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You will be aware that the IT Service website, re-launched in August last year, provided us with a dedicated area of searchable knowledge, centred around our current Service Catalogue. It was always the intention that this knowledge would eventually be used to form the basis of a Knowledge Base underpinning Self-Service in the new ITSM system, NU Service.

The next phase of the NU Service project is the architecture and development of the Knowledge Base and Self-Service elements. A very high-level overview of activities is detailed below. Dates are still to be confirmed.

 •Taking an extract of the current IT Service website knowledge base data from the CMS (proposed date: 9th September)

•Formatting this data for the new NU Service Knowledge Base

•Data upload into NU Service

•Involvement from Service Owners and knowledge owners (ISS web editors) to review knowledge articles (communications around this to follow)

To help us plan the smooth transition of this data, please could Service Owners and ISS web editors advise of any planned or likely changes to information in the IT Service website knowledge base (currently updated via the CMS, Terminal Four), which may take place between 9th September until the end of November 2013. If you are aware of any potential changes please contact the Service Process team (iss-service-process@ncl.ac.uk) before close of business on 6th September 2013.

Although it would help if there were as few changes as possible (ideally none) to the source information in the CMS during the stated period, should essential changes to knowledge be required, we would be grateful if you could do the following:

 •Execute the change in the CMS as you would normally

•Email the Service Process team with the update(s) made

Further information about how knowledge articles with be created and updated in the future will follow, in the meantime if you have any questions or queries please feel free to contact the Service Process team (iss-service-process@ncl.ac.uk).

New Functionality – Add Attachments and send via email

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You can now add attachments and send via emails. Please see the instructions below.

Scenario 1 (Sending an attachment to a Support Group)

  • From within the ticket select “Add Attachment” within Actions
  • Give the attachment a title
  • Browse the file that you would like to attach
  • Select Save and Close
  • Select the Attachments tab at the bottom of the screen and click on the attachment
  • Select Send from within Actions
  • Select the Support Group
  • Tick box Send to selected group or user
  • Then enter details into the Email Body box
  • Select Save and Close
  • Then select Save and Close again to come out of the attachments option

Scenario 2 (Sending an attachment to a Selected User)

  • From within the ticket select “Add Attachment” within Actions
  • Give the attachment a title
  • Browse the file that you would like to attach
  • Select Save and Close
  • Select the Attachments tab at the bottom of the screen and click on the attachment
  • Select Send from within Actions
  • Enter the users ID
  • Tick box Send to selected group or user
  • Then enter details into the Email Body box
  • Select Save and Close
  • Then select Save and Close again to come out of the attachments option

Scenario 3 (Sending an attachment to the Raise User)

  • From within the ticket select “Add Attachment” within Actions
  • Give the attachment a title
  • Browse the file that you would like to attach
  • Select Save and Close
  • Select the Attachments tab at the bottom of the screen and click on the attachment
  • Select Send from within Actions
  • Leave the Group and User blank
  • Tick box Send to Raise User
  • Then enter details into the Email Body box
  • Select Save and Close
  • Then select Save and Close again to come out of the attachments option

Scenario 4 (Sending an attachment to the Group and Raise User)

  • From within the ticket select “Add Attachment” within Actions
  • Give the attachment a title
  • Browse the file that you would like to attach
  • Select Save and Close
  • Select the Attachments tab at the bottom of the screen and click on the attachment
  • Select Send from within Actions
  • Select the Group from the drop down
  • Tick box Send to selected group or user
  • Tick box Send to Raise User
  • Then enter details into the Email Body box
  • Select Save and Close
  • Then select Save and Close again to come out of the attachments option

Scenario 5 (Sending an attachment to the Selected User and Raise User)

  • From within the ticket select “Add Attachment” within Actions
  • Give the attachment a title
  • Browse the file that you would like to attach
  • Select Save and Close
  • Select the Attachments tab at the bottom of the screen and click on the attachment
  • Select Send from within Actions
  • Enter the user ID
  • Tick box Send to selected group or user
  • Tick box Send to Raise User
  • Then enter details into the Email Body box
  • Select Save and Close
  • Then select Save and Close again to come out of the attachments option

PLEASE NOTE:

1. The ticket reference number will not automatically be included in the email so it is important to include a meaningful description of the file and why you’re sending it.

2. You cannot send an attachment to Support Group, Selected User and Raise User at once.

 

 

 

 

Release Notes 17th July 2013

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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.

System update planned for 17th July

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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.

 

June 2013 Update

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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.

 

Release notes 20-06-2013

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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.