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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