WiscIT - Release Notes - 2015-08-14

On Friday, Aug 14th the WiscIT Team rolled out a number of fixes and enhancements detailed below.

General Incident Updates

  • Enabled Auditing on Problem relationships
  • When closing a problem and all of the associated incidents, the needs attention flag is now disabled.
  • Enabled Help Desk email to deliver directly into Cherwell. The email address help@doit.wisc.edu will now auto create incidents. Agents will engage the customer directly from Cherwell.
  • Created a custom report for WiscWeb CMS Open incidents
  • Email Handlers updated to re-open an incident if a customer sends an email to an incident that is closed.
  • Updated the Student Pay Raise form to allow HR or Managers to cancel the request.
  • Updated the Department Support Specific form to gather information on how the incident was resolved (onsite vs remote).
  • Fixed a type of Specific that was a supporting specific vs. primary specific. The supporting specific was overwritten the primary specific. Since specifics are only used sparingly at this time, this issue was not noticed.
  • Created a one-step to re-assign Journals from one incident to another. This is handy for groups that have email coming into Cherwell and to easily close a duplicate incident.
  • We are now logging a journal history when team ownership changes.
  • For new WiscIT team requests, created a form that users can fill out.

Change/Config Updates

  • Removed Primary User from CI Forms and added support/location info to main page.

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Keywords:wiscit cherwell release notes change log   Doc ID:55118
Owner:Chris G.Group:WiscIT - Wisconsin IT Service Manager
Created:2015-08-14 16:13 CDTUpdated:2016-09-09 14:08 CDT
Sites:DoIT Help Desk, DoIT Staff, WiscIT - Wisconsin IT Service Manager
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