This release focuses on work to streamline the Self-Service portal in NU Service, simplifying the options available to end users.<\/p>\n
Included in this release:<\/span><\/p>\n Change<\/strong> \u2013 removal of the \u20182nd<\/sup> layer\u2019 within Self-Service. Users will now only be presented with a single screen before being able to either log a ticket with the Service Desk or browse the Service Request catalogue<\/p>\n Change<\/strong> \u2013 simplification of queries showing a user\u2019s currently open and recently closed tickets. Users will now see a single query here, instead of 4. Tickets that require a user\u2019s interaction (\u2018With Customer\u2019) will be placed at the top of the list, with tickets with no interactivity (triage) placed at the bottom.<\/p>\n Change<\/strong> \u2013 removal of unused links and dashboards. A number of links have been removed from the shortcut bar at the side of the Self-Service portal, as these don\u2019t serve any real purpose that isn\u2019t fulfilled by another area of the intranet.<\/p>\n Change<\/strong> \u2013 additional free text fields on end user Triage window. There are 2 additional fields on the Triage window for end users (\u2018Log a Ticket\u2019). These are for the machine name and location respectively. When these fields are completed, they will propagate through the entire life of the ticket and be visible to analysts.<\/p>\n Change<\/strong> \u2013 addition of fields in end user Incident\/Request windows. There are additional fields on the action windows for Incident and Request Attachment, Cancellation and Note windows that show the ticket number and summary, in order to help users identify the ticket they\u2019re performing the action on.<\/p>\n Fix<\/strong> \u2013 alteration of the date format in \u2018View Ticket History\u2019. The date format had previously been locked to the US format, but a fix has been applied so that dates in the Ticket History for both Incident and Request will now be in the UK format.<\/p>\n Fix<\/strong> \u2013 first field selected in \u2018New Incident\u2019 was not raise user. The first field selected automatically when selecting \u2018New Incident\u2019 used to be \u2018Logged On Behalf Of\u2019, this has been altered so that the \u2018Raise User\u2019 field is now automatically selected.<\/p>\n Fix<\/strong> \u2013 SLA email content was displaying incorrectly. Since the revised HTML formatted emails, SLA emails have not displayed as intended \u2013 these emails have now been altered to match the correct formatting style.<\/p>\n","protected":false},"excerpt":{"rendered":" This release focuses on work to streamline the Self-Service portal in NU Service, simplifying the options available to end users. Included in this release: Change \u2013 removal of the \u20182nd layer\u2019 within Self-Service. Users will now only be presented with … Continue reading