The following issues have been addressed in the update deployed on 17th July 2013:<\/p>\n
\u00a0\u00a0\u00a01. The sizing on the Service Request and Incident resolution screen has been increased to allow more text to be added.<\/p>\n
\u00a0\u00a0\u00a02. The content of the SLA breach emails is now more meaningful.<\/p>\n
\u00a0\u00a0\u00a03. There are some new and amended categories:<\/p>\n
\u00a0\u00a0\u00a0 4.\u00a0\u00a0Amendment of Support Group combination for the following:<\/p>\n
\u00a0\u00a0\u00a0\u00a0 5. Non-ISS analysts can now view their own team\u2019s tasks<\/p>\n
\u00a0\u00a0\u00a0\u00a0 6. Non-ISS analysts can now log tasks to the relevant ISS teams without the unexpected error occurring. \u00a0(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.\u00a0 (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.)<\/p>\n
\u00a0\u00a0\u00a0\u00a0\u00a0 7. When you watch a Service Request and select the \u201cRequests I am watching\u201d option, you can now drill into the Service Request.<\/p>\n
\u00a0\u00a0\u00a0\u00a0\u00a0 8. Once a ticket has been assigned to another group you can now view the details of the assignment within \u201cAssigned to another Group collection\u201d tab.<\/p>\n
\u00a0\u00a0\u00a0\u00a0\u00a0 9. When a ticket is \u201cWith Customer\u201d you can now add a note which will be emailed to the customer.<\/p>\n
\u00a0\u00a0\u00a0\u00a0 10. When notes\/tasks have been added to the ticket the email notification content provides the latest updated information.<\/p>\n
\u00a0\u00a0\u00a0\u00a0\u00a0 11. If a ticket is unfulfilled or unresolved the ticket will be automatically reassigned back to the support group that last owned the ticket.<\/p>\n
\u00a0\u00a0\u00a0\u00a0 12. When you add a note to a ticket you will no longer receive an email to confirm the note has been added.<\/p>\n
\u00a0\u00a0\u00a0\u00a0 13. Dashboards are now working for the Directorate group.<\/p>\n","protected":false},"excerpt":{"rendered":"
The following issues have been addressed in the update deployed on 17th July 2013: \u00a0\u00a0\u00a01. The sizing on the Service Request and Incident resolution screen has been increased to allow more text to be added. \u00a0\u00a0\u00a02. The content of the … Continue reading