Columbia University Information Technology

Service Alerts

SCHEDULED: CHANGES TO SEARCH/INCIDENT VIEWS, SERVICE REQUEST FORM

Service: 
Service Impact: 
Alert Date: 
11/15/2012 - 05:00pm to 11/15/2012 - 06:36pm
Main Content
Alert Message: 

UPDATE 2:  This change will be rescheduled in the near future, either by its component elements or as a whole.

UPDATE 1:  

The change was completed at 5:15pm. However, inconsistencies developed that resulted in some fields in the CUIT incident form becoming temporarily read-only - between 5:15pm and 6pm. The portion of the release causing the issue was successfully rolled back. We are investigating the cause, and will complete the remainder of the change at a later date.  We apologize for any inconvenience this may have caused.

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A planned maintenance has been scheduled by CUIT for the Service-Now application to make certain changes to improve functionality.  No adverse change or disruption in functionality is anticipated.  

WHAT service(s) affected:  Service-Now

WHAT are the customer-facing symptoms:  None

WHAT action will be performed:

1) Links to specific incidents in email notifications will click through to a rule that ensures that a customer will consistently view a ticket in its expected form and format.  Some customers have reported clicking through to incidents and seeing slightly different versions of tickets.

2) A minor modification to the Incident search page will ensure that when you change the type of incident (CUIT, Finance, HR) you wish to search for, all searchable fields specific to that incident type will dynamically be made visible.  This will resolve occasional reports of inconsistent search results or search options by some Service Desk staff.

3) HR/PAC requested a modification to their Stop Payment Service Request to add text/drop-down options for the purpose of improving the quality of information customers can include with their request submission.  This will reduce the number of follow-ups and interactions necessary to complete a service request, which improves overall service/turnaround.

WHO is affected:  None are adversely affected, these changes will be visible to service desk staff, customers working from email notifications, and customers using the Stop Payment service request.

WHEN is the planned event happening: Thursday 5pm EST

WHY was this necessary:  To improve overall functionality and service delivery

WHERE to direct follow-ups: askcuit@columbia.edu or 212-854-1919

 

For a full list of current and future service alerts, please visit http://www.columbia.edu/acis/alerts-list.html