{"id":248,"date":"2014-03-17T19:04:30","date_gmt":"2014-03-17T19:04:30","guid":{"rendered":"https:\/\/blogs.ncl.ac.uk\/itsm\/?p=248"},"modified":"2016-02-10T09:12:29","modified_gmt":"2016-02-10T09:12:29","slug":"release-notes-17th-march-2014","status":"publish","type":"post","link":"https:\/\/blogs.ncl.ac.uk\/itsm\/2014\/03\/17\/release-notes-17th-march-2014\/","title":{"rendered":"Release Notes 17th March 2014"},"content":{"rendered":"<p><strong>The release includes the following changes and amendments<\/strong><\/p>\n<p><strong>Changes\/Bug Fixes within Web Desk<\/strong><\/p>\n<p><b>Analyst Dashboards:<\/b><\/p>\n<ul>\n<li>The attributes to show the date of the last update and who this was by have been added to the My Open Tickets gadget on the Analysts dashboard.<\/li>\n<li>The attributes &#8216;Customer ID&#8217; and &#8216;Name&#8217; have been added into the children collection that shows on Parent Tickets<\/li>\n<li>There is now a shortcut named \u2018All Tickets I Am Watching\u2019. This page contains both of the gadgets (which were previously displayed as separate shortcuts) \u2018Requests I am Watching\u2019 and \u2018Incidents I Am Watching\u2019. These gadgets now also have additional attributes: Description, Customer ID and Name.<\/li>\n<li>The &#8216;Service Affected&#8217; attribute on Service Requests is now populated whereas previously this was displaying as a blank on some queries.<\/li>\n<li>The Analyst dashboard no longer updates automatically. This ensures that Analysts stop receiving Shibboleth timeout errors. The page will update after Analyst interaction or by pressing F5.<\/li>\n<\/ul>\n<p><b>Searching:<\/b><\/p>\n<ul>\n<li>The functionality to search across incidents and service requests at the same time has been added.<\/li>\n<li>The functionality to search via the logged on behalf of user has been added.<\/li>\n<\/ul>\n<p><b>Email:<\/b><\/p>\n<ul>\n<li>Alternative Email address and phone numbers can be added to a ticket. These are only stored against that ticket instance and the alternative emails are added as CC recipients.<\/li>\n<li>A warning line has been added to customer facing emails: &#8220;Please note that only replies from Newcastle University email addresses will be accepted; replies from any other email address will be rejected.&#8221;<\/li>\n<\/ul>\n<p><b>User Friendliness:<\/b><\/p>\n<ul>\n<li>Some of the ticket windows (after being Saved) were overflowing off the screen width ways thus introducing the need to use a horizontal scroll bar. This has been fixed, ensuring that the window width fits to one page.<\/li>\n<li>All \u2018Assign to Me\u2019 actions (for the various stages of each of the processes) produce an &#8220;Are you sure you want to do this&#8221; confirmation pop up box.<\/li>\n<\/ul>\n<p><strong>Changes\/Bug Fixes within Self-Service<\/strong><\/p>\n<p><b>Functionality:<\/b><\/p>\n<ul>\n<li>The carrying through of the on behalf of user from tickets logged in self-service has been fixed. Previously this was not pulling through to the ticket record as it should.<b><\/b><\/li>\n<li>If a user has a ticket logged on behalf of them then it now appears in their \u2018My Open tickets\u2019 gadget in self-service whereas previously it did not.<\/li>\n<li>When a customer adds a note whilst the ticket is at a status of \u2018With Customer\u201d, the ticket is automatically brought back from customer. This includes a customer replying to an email.<\/li>\n<li>For Service Requests submitted via self-service, the &#8216;Top Level Service Item&#8217; attribute was not being populated. This has been fixed.<\/li>\n<\/ul>\n<p><b>Read Only aspects:<\/b><\/p>\n<ul>\n<li>The graphs on the How We\u2019re Doing page in Self Service now shows historic data providing more complete results.<\/li>\n<li>The Contact Us and Out of Hours Help gadgets on the Contact Us page have had text updates to inform customers that calls are being recorded.<\/li>\n<li>A read only gadget on the IT Support page of Self Service has been created to show tickets awaiting initial assessment. Gadget name: Awaiting Initial Assessment.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>The release includes the following changes and amendments Changes\/Bug Fixes within Web Desk Analyst Dashboards: The attributes to show the date of the last update and who this was by have been added to the My Open Tickets gadget on &hellip; <a href=\"https:\/\/blogs.ncl.ac.uk\/itsm\/2014\/03\/17\/release-notes-17th-march-2014\/\">Continue reading <span class=\"meta-nav\">&rarr;<\/span><\/a><\/p>\n","protected":false},"author":3059,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[10,12],"tags":[],"class_list":["post-248","post","type-post","status-publish","format-standard","hentry","category-nu-service","category-system-releases-2"],"_links":{"self":[{"href":"https:\/\/blogs.ncl.ac.uk\/itsm\/wp-json\/wp\/v2\/posts\/248","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blogs.ncl.ac.uk\/itsm\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blogs.ncl.ac.uk\/itsm\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.ncl.ac.uk\/itsm\/wp-json\/wp\/v2\/users\/3059"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.ncl.ac.uk\/itsm\/wp-json\/wp\/v2\/comments?post=248"}],"version-history":[{"count":3,"href":"https:\/\/blogs.ncl.ac.uk\/itsm\/wp-json\/wp\/v2\/posts\/248\/revisions"}],"predecessor-version":[{"id":251,"href":"https:\/\/blogs.ncl.ac.uk\/itsm\/wp-json\/wp\/v2\/posts\/248\/revisions\/251"}],"wp:attachment":[{"href":"https:\/\/blogs.ncl.ac.uk\/itsm\/wp-json\/wp\/v2\/media?parent=248"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.ncl.ac.uk\/itsm\/wp-json\/wp\/v2\/categories?post=248"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.ncl.ac.uk\/itsm\/wp-json\/wp\/v2\/tags?post=248"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}