{"id":557,"date":"2016-09-01T19:38:44","date_gmt":"2016-09-01T18:38:44","guid":{"rendered":"https:\/\/blogs.ncl.ac.uk\/itsm\/?p=557"},"modified":"2016-11-08T08:32:34","modified_gmt":"2016-11-08T08:32:34","slug":"release-notes-1st-september-2016","status":"publish","type":"post","link":"https:\/\/blogs.ncl.ac.uk\/itsm\/2016\/09\/01\/release-notes-1st-september-2016\/","title":{"rendered":"Release notes – 1st September 2016"},"content":{"rendered":"

Major Incident process<\/h2>\n

Following consultation and process amendments, the NU Service process for Major IT Incidents has now changed:<\/p>\n

    \n
  1. In order to declare a Major Incident, the original ticket must be \u2018Significant\u2019, meaning it must have a priority of either 1 or 2.<\/li>\n<\/ol>\n
      \n
    1. \u2018Significant\u2019 incidents will be marked as such using the banner above the \u2018details\u2019 field of the ticket.<\/li>\n<\/ol>\n
        \n
      1. When an incident is declared Major, additional fields will appear above the \u2018details\u2019 field to show the current Incident and Communications leads \u2013 these are not mandatory and can be changed at any point during the tickets lifecycle. These fields use a search query in the same way that the \u2018raise user\u2019 filed does; simply start typing a name and the relevant results will be displayed.<\/li>\n<\/ol>\n
          \n
        1. An additional checkbox has been added to the \u2018note\u2019 action, titled \u2018Is Timeline Event?\u2019 Going forwards, it is hoped that this checkbox is selected whenever a note pertinent to an MI is added to a ticket. There has been an additional query added to the \u2018NUIT Analysts\u2019 shortcut bar in NU Service called \u2018Major Incident Timeline\u2019, which will allow all notes from a specific incident to be gathered and exported.<\/li>\n<\/ol>\n
            \n
          1. When a Major Incident is resolved, it will now go to a separate holding state titled \u2018Pending MI Review\u2019. The ticket will be automatically assigned to the Service Process team at this point.<\/li>\n<\/ol>\n

            Known issue<\/span><\/p>\n

            Attempting to select \u2018Assign To My Group Instead Of Suggested Group\u2019 or \u2018Assign To Me\u2019 when creating a new Incident ticket without having first selected the \u2018Impact\u2019 and \u2018Urgency\u2019 will cause an error message to appear at the top of the screen. This does not prevent the selected action from occurring.<\/p>\n

            Change Management<\/strong><\/p>\n

            The \u2018XML (1,1)\u2019 error has been fixed.<\/p>\n

            Miscellaneous additions<\/strong><\/p>\n

            A \u2018Response Level\u2019 field has been added to Triage \u2013 Incident, in order to allow analysts to see the Priority of an incident before it is raised \u2013 this will allow analysts to better prepare for Significant or Major Incident.<\/p>\n","protected":false},"excerpt":{"rendered":"

            Major Incident process Following consultation and process amendments, the NU Service process for Major IT Incidents has now changed: In order to declare a Major Incident, the original ticket must be \u2018Significant\u2019, meaning it must have a priority of either … Continue reading →<\/span><\/a><\/p>\n","protected":false},"author":5048,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[12],"tags":[],"class_list":["post-557","post","type-post","status-publish","format-standard","hentry","category-system-releases-2"],"_links":{"self":[{"href":"https:\/\/blogs.ncl.ac.uk\/itsm\/wp-json\/wp\/v2\/posts\/557","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\/5048"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.ncl.ac.uk\/itsm\/wp-json\/wp\/v2\/comments?post=557"}],"version-history":[{"count":2,"href":"https:\/\/blogs.ncl.ac.uk\/itsm\/wp-json\/wp\/v2\/posts\/557\/revisions"}],"predecessor-version":[{"id":559,"href":"https:\/\/blogs.ncl.ac.uk\/itsm\/wp-json\/wp\/v2\/posts\/557\/revisions\/559"}],"wp:attachment":[{"href":"https:\/\/blogs.ncl.ac.uk\/itsm\/wp-json\/wp\/v2\/media?parent=557"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.ncl.ac.uk\/itsm\/wp-json\/wp\/v2\/categories?post=557"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.ncl.ac.uk\/itsm\/wp-json\/wp\/v2\/tags?post=557"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}