FMS IT Support have now been successfully on-boarded as analysts within NU Service.<\/p>\n
Please see as follows for some important notes regarding system handling\/ticket assignments:<\/p>\n
New support group<\/strong> How ticket assignment\u00a0works<\/strong> Considerations regarding assignments Known issue:<\/strong> As always, please contact the Service Process team (nuit-service-process@ncl.ac.uk<\/a>) if you uncover any system issues or have some feedback\/potential improvement suggestions.<\/p>\n","protected":false},"excerpt":{"rendered":" FMS IT Support have now been successfully on-boarded as analysts within NU Service. Please see as follows for some important notes regarding system handling\/ticket assignments: New support group All of the FMS analysts have been on-boarded under the system support … Continue reading
\nAll of the FMS analysts have been on-boarded under the system support group: FMS IT SUPPORT.
\nPlease make a mental note of that support group name in the event that you need to assign tickets to that group.<\/em><\/p>\n
\nSome of our existing ticket categories (as required) have a hidden flag to indicate if they are ‘Faculty\/Service Specific’. This flag means that the system acknowledges (for those categories) that it must take the ‘Raise User’ or ‘Logged on Behalf of’ users\u00a0Faculty\/Service into consideration when assigning the ticket at the point of creation. For example: The request category to ‘Order New Hardware’ will automatically assign\u00a0to FMS IT SUPPORT if the raise user or logged on behalf of user is within the Faculty of Medical Sciences; otherwise it will assign to the original default support group DESKTOP SUPPORT.<\/p>\n
\n<\/strong>If the\u00a0Faculty\/Service detail is blank for a ‘Raise User’ or ‘On behalf of User’ on a ticket that is using categories which have been flagged as Faculty\/Service Specific\u00a0then the fail safe is that the ticket will default to SERVICE DESK.
\nAND
\nIf the\u00a0Faculty\/Service detail is blank for a ‘Raise User’ or ‘On behalf of User’ on a ticket that is NOT using Faculty\/Service Specific categories\u00a0then ticket will assign to the original default support group.<\/p>\n
\nUpon incident ticket creation, on the incident window, there is a field showing the ‘Suggested Group’ which\u00a0is populated based upon category selection. This will not dynamically update to reflect if the ticket is going to be assigned to FMS IT SUPPORT however the assignment rules will work as described above.
\nIf analysts are in any doubt as to whether the ticket is going to assign as they expect then they can simply click ‘Save’ to keep the incident open on their screen after creation, then check the Assignment collection at the bottom of the window or alternatively click the new ‘View Ticket History’ action.<\/p>\n