SOS (ITS Service Order System) New Feature Schedule
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.
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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
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.