This release focuses on the work done to\u00a0include the Faculty of Science, Agriculture and Engineering (SAgE), and the Faculty of Humanities and Social Sciences (HaSS) as analysts in NU Service.<\/p>\n
This functionality will be switched on (without the need for further system downtime), on Monday 3rd July,\u00a0<\/strong>the go-live date for SAgE and HaSS IT Support to begin using the system.<\/p>\n Further information will follow on or before Monday 3rd July regarding system handling\/ticket routing as a result of this work; this is similar to the changes made for\u00a0adding NUIT staff in\u00a0the Faculty of Medical Sciences.\u00a0 This will include the renaming or removal of\u00a0 some Service Request and Incident categories following on prior discussion with Service Owners.<\/strong><\/p>\n For further information on guidance for ticket logging see the internal SMO web pages.<\/p>\n Included in this release:<\/span><\/p>\n Change<\/strong> –\u00a0addition of ‘SAGE IT SUPPORT’ and ‘HASS IT SUPPORT’ groups within NU Service, including bringing all IT Support analysts\/technicians on to the system as Analysts.\u00a0 This will give analysts the same analyst view that NUIT enjoys, along with dashboards to show tickets from end users in individual schools.<\/p>\n Change<\/strong> – addition of ‘Machine Name’ to the initial ‘Triage’ window. This has been put in to aid the Service Desk by providing a field at the first possible point to record the machine name of an end user.<\/p>\n Change<\/strong> – addition to the Ticket History of the Service Request ticket type to record the fulfillment details of a ticket that has been ‘Fulfilled on Creation’<\/p>\n Change<\/strong> – emails generated by the system have been changed to HTML format.\u00a0 The text of emails that are sent to customers has been reviewed and amended to simplify the language used, making them more ‘user-friendly’, e.g. replacing the use of the word ‘ticket’ with ‘query’.\u00a0 We’ve also added the name of the customers school or department to notification emails for NUIT analysts; this should help if you would like to set up Outlook rules to sort your NU Service emails into specific folders.<\/p>\n <\/p>\n","protected":false},"excerpt":{"rendered":" This release focuses on the work done to\u00a0include the Faculty of Science, Agriculture and Engineering (SAgE), and the Faculty of Humanities and Social Sciences (HaSS) as analysts in NU Service. This functionality will be switched on (without the need for … Continue reading