SOS (ITS Service Order System) New Feature Schedule

ServiceNow has replaced SOS

ServiceNow has replaced the ITS Service Order System (SOS).

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2.4.3 Features

  • Last Remark date column added to My SOS Grids
    • Last Remark data now shown on ‘Assigned to Me’ and ‘Assigned to Group’ grids in MySOS
  • Add color for transferred tickets in ‘Assigned To Group’ and ‘Assigned to Me’ MySOS grid 
    • Tickets will now be colored orange in the ‘Assigned to Group’ grid when they have been transferred to a team and no remarks have been added since the transfer.
    • Tickets will now be colored orange in the ‘Assigned to Me’ grid when they (the group member resource) has been assigned to a ticket and no remarks have been added since the resource assignment.
  • Sort saving on ‘Set Default’ My SOS pages 
    • When clicking on the ‘Make This View My Default’ radio button at the bottom of any MySOS grid, it will save the sort order applied to the grid.
  • Customer survey ‘Thank You’ Message - better feedback 
    • Completing a survey on a ticket now provides better feedback
  • Default to edit mode if granted 
    • Tickets will now open in ‘Edit’ mode if the user has access to do so
  • CSEs show up on source window 
    • Customer service exceptions will show up in either the Customer box or source box.
  • Add Bitlocker Support 
    • Bitlocker information can be added to property by SolCen and PCSupport


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2.4 Features

Ticket History Page

A link from the ticket to a Ticket History displaying changes made to the ticket status, remarks, attachments, group assignments, etc. in one easy to look at, chronology.

NAU Property conversion from Advantage to Peoplesoft

NAU tagged property has been moved to the Peoplesoft system for tracking. SOS will pull data from Peoplesoft instead of Advantage.

Customer Service Exceptions Visible on Source

Sources will now display customer service exceptions if they have any.

Small form-factor Style revision for Mobile SOS

Modifications to the layout and style of the pages so SOS can be viewed and used on mobile devices and small screens.

Telecom Wizard - Preliminary Release

The first chains for the Telecom wizard will be released. These include: Calling Cards, Meet Me Conference Lines, Pagers, Telephone Bill Access, and Toll Free Numbers.

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2.3 Features

Bulk Blank Ticket Deleter

Blank ticket deletion in SOS will be handled nightly. Tickets with no subject, customer, source, or remarks will get deleted after a 72 hour lifespan.

Released: May 2012 


Ticket attachment max size limit warning

As attachments are added to a ticket, the total file size is calculated and displayed. the 5 MB limit is displayed.

Released: May 2012 


Retiree status added to customer information

Will display retiree status with the customer information. This is coming from the LDAP Affiliation Category Code.

Released: May 2012 


Ticket Remarks "View All"

Remarks view all link will show all remarks on a ticket.

Released: May 2012 


Re-Order of the Sections on Work Request and Telecom Tickets

work request section order:

  • request
  • customer
  • source
  • remarks
  • NAU property
  • reources
  • general/status
  • associations
  • attachments
  • restriction
  • escalation
  • survey

telecom ticket section order:

  • request
  • customer
  • source
  • issues
  • remarks
  • general/status
  • assignments
  • associations
  • attachments
  • restriction
  • escalation
  • survey

Released: March 12, 2012 


Fixed Nav to Display More Ticket Info

The fixed nav at the top of each ticket page will show the following additional information:

  • "Sensitive" ticket restriction level in red
  • Ticket Status
  • Ticket scheduled to escalate (no first contact) with a yellow background
  • High Customer Priority in red

Released: March 12, 2012 


General Section renamed to "General/Status" and Streamlined

The General section has been renamed and the following fields were removed (this info is always in the fixed top nav):

  • Ticket ID
  • Ticket Type
  • Stage

The following fields were consolidated into one line each:

  • Started By and Started On is now "Started"
  • Submitted By and Submitted On is now "Submitted"
  • Modified By and Modified On is now "Modified"

 Released: March 12, 2012 


Counts of Items in Certain Sections in the Left Nav

The following items in the left nav will have a count next to them in parentheses.

  • Remarks
  • Attachments
  • Associations
  • NAU Property
  • Assignments

Released: March 12, 2012 


When a Ticket is Submitted, Some Sections will Automatically Collapse to Preserve Screen Space

The following logic is applied after a Work Request or Telecom ticket is submitted.

  • Source: if the customer is the same as the source, it collapses the source section 
  •  NAU Property: if the ticket has no property, it collapses the NAU Property section 
  • Associations: if the ticket has no associations, it collapses the Associations section 
  •  Attachments: if the ticket has no attachments, it collapses the Attachments section 
  •  Restriction: if the ticket is “Org level” (the default), it collapses the Restriction section 
  • Escalation: if the ticket wont escalate (first contact was made), it collapses the Escalation section 
  •  Survey: if the user can’t turn off the customer survey and the ticket is not closed, it collapses the Survey section. 

Released: March 12, 2012 


Sensitive Tickets will be displayed with the word "sensitive" in red on the MySOS page

Gridviews on the MySOS page will include the word "sensitive" in the "ID" column if a ticket is set to restriction level sensitive.

Released: March 12, 2012 


Contact, Assist, and Work Request Tickets May be "Dispatched to Telecom"

Contact, Assist and Work Request Tickets in an "Open" status have the option of "Dispatch to Telecom." This creates a new telecom ticket with the request, customer, source, general(keywords,categories), associations, etc. of the originating ticket. It closes the originating ticket and associates the two. Remarks are NOT copied over. If the originating ticket is a Work request, the survey is turned off on that ticket before it is closed.

Released: March 12, 2012 


Query Optimization to Improve Load time of the MySOS page

Released: March 12, 2012

Telecom Wizard and Assignment Modifications

Updates to the Telecom "Move, Add, Change" Wizard.

Required closing remarks added to work request and telecom tickets

Before a work request or telecom ticket may be closed, a "closing remark" must be entered on the ticket. All closing remarks will be included in the email sent to the customer and source. Released: Feb 8, 2012 

Hitting "enter" on Property Lookup in ticket no longer collapses all sections (Internet explorer browser issue)

This bug has been fixed. Released: Feb 8, 2012 

Contact tickets not displaying templates when user has multiple started-by groups

This bug has been fixed. Released: Feb 8, 2012 

Remark comments editing and "lock" icon

Remark comments (in the "details" area) may now be edited on a ticket as long as the ticket has not yet been saved, submitted, or closed. Released: Feb 8, 2012 

Telecom ticket print view modifications

Released: Feb 22, 2012

Work Request and Telecom tickets self-assignment efficiencies

Tickets assigned to one's own group will no longer escalate, and will allow group member assignment without re-opening the ticket. Released: Feb 22, 2012 

Refresh Automatically Checkbox Setting Saved with User Data

 Released: Feb 22, 2012 

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2.3 pre-release

SOS Features List and Estimated Delivery Schedule

This learning resource on the NAU ITS website outlines the features included in each release. Released: Dec 2011 

Required Sections on all ticket types indicated with a * in the left nav

Released: Jan 2012

Building dropdowns sorted by building number

 Released: Jan 2012  

PCN and serial number search to be NOT case-sensitive

 Released: Jan 2012 

Effective holiday when holiday falls on a weekend fix

Released: Jan 2012

Default Ticket Search Date Range reduced to 1 year

Released: Jan 2012

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Related Services

Available to studentsAvailable to facultyAvailable to staff

A service request system that allows faculty and staff to directly submit requests for ITS services. Students, faculty, staff, and affiliates may view work submitted on their behalf.

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