Incident ID

Title/Change #

Description/Scope

Published

10938362 Change #20915 Add Time Selection Option for Pending Tickets 3/20/2018
10932688 Change #20872 Include Option to Search Journal Mail History in “Quick Search” 3/20/2018
10922861 Change #20718 Add “Reason for Change” Field on Change Request Form 3/6/2018
10913331 Change #20611 Modify Change Approver Email Notification to Include Expedite Notes 3/6/2018
10881396 Change #20613 Update Text for “Phish Cleanup” Checkbox 2/20/2018
10879963 Change #20615 Implement Specifics for Room and Event Management Service Offering 2/20/2018
10900923 Change #20471 Add COMPASS Option to Application Dropdown Menu | UFIT Operations Center 2/13/2018
10886717 Change #20434 Update Batch Template Functionality for Tickets Created via Email | UFIT Operations Center 2/13/2018
10860977 Change #20447 Revise Pending Review Date to Prompt for Date Only 2/13/2018
10870415 Change #20185 Implement “General Support” Specific | Law School - Help Desk 1/23/2018
10866215 Change #20184 Revise "On Call Person Contacted" Checkbox to Enable Name Selection via Dropdown Menu 1/4/2018
10866505 Change #20075 Update NERDC Password Specific | UF Computing Help Desk 12/21/2017
10790648 Change #19895 Enable Functionality for Automatic Creation of Multiple Child Tickets | Select UF ICT Teams 12/5/2017
10798221 Change #19542 Enable Dashboard Notifications | UF Computing Help Desk 10/31/2017
10805860 Change #19456 Update Configuration and Workflow for Linking Incidents to Major Incidents 10/24/2017
10721736 Change #19237 Update Can't Print Specific | UF Computing Help Desk 9/26/2017
10720792 Change #19236 Update ASC/ETD Specific | UF Computing Help Desk 9/26/2017
10784126 Change #19196 Correct Behavior When Updating Requestor Field 9/19/2017
10791793 Change #19080 Update Change Management Documentation 9/5/2017
10791257 Change #19079 Add New Field for Environment on Change Request Form 9/5/2017
10791221 Change #19072 Update Change Request Form in Browser Client 9/5/2017
10784278 Change #19068 Update Operational Procedures Lookup Table | UFIT Enterprise Systems 9/5/2017
10774031 Change #18883 Update Law-Help Desk Templates | IT Partners Law-Help Desk 8/15/2017
10772249 Change #18903 Add Two-Factor Authentication Service Offering to Service Catalog and SCAD 8/15/2017
10770474 Change #18881 Remove "New" Button Next to Requestor Field 8/15/2017
10766874 Change #18911 Create Specifics for Two-Factor Authentication Service Offering 8/15/2017
10759650 Change #18870 Update "University Zone" and "Current Location" Dropdown Menus with Additional Options 8/15/2017
10726460 Change #18781 Update Hyperlinked Text Within Team Assignment Email 8/1/2017
10721740 Change #18669 Update Print Dispute Specific | UF Computing Help Desk 7/18/2017
10694098 Change #18664 Correct Verbiage for Approval Request Link 7/18/2017
10727724 Change #18554 Publish New Specific for "Building Network - Wired" Service Offering 7/11/2017
10721532 Change #18599 Update myUFL General Specific | UF Computing Help Desk 7/11/2017
10720787 Change #18600 Update Directory Issue Specific | UF Computing Help Desk 7/11/2017
10683685 Change #18417 Update Workflow for Ticket Reopen Requests 6/20/2017
10720414 Change #18462 Update Account Creation Specific | UF Computing Help Desk 6/20/2017
10721511 Change #18460 Update Password Reset Specific | UF Computing Help Desk 6/20/2017
10721640 Change #18435 Revise Email Subject Line for Ticket Updates 6/20/2017
10720476 Change #18387 Update Duplicate UFID Specific | UF Computing Help Desk 6/13/2017
10721441 Change #18389 Update Username Change Specific | UF Computing Help Desk 6/13/2017
10693029 Records API Key in Tickets Record API Key in Tickets 5/15/2017
10694470 Update Change Request Form to Link to Change Management Quick Reference Guide Update Change Request Form to Link to Change Management Quick Reference Guide 5/15/2017
10687291 Creating New Change Management Performance Dashboard Link and Latent Change Template Creating New Change Management Performance Dashboard Link and Latent Change Template 4/17/2017
10662884 Exclude SLAs for Small Project Service Offering Exclude SLAs for Small Project Service Offering 4/12/2017
10667496 Revised Implementation Reminder Email Behavior Revised Implementation Reminder Email Behavior 4/12/2017
10640244 Hide "Mark as Read" Checkbox for Journal Notes Hide "Mark as Read" Checkbox for Journal Notes 4/5/2017
10640243 Create ResVault (HIPAA) Request Form Create ResVault (HIPAA) Request Form 3/21/2017
10652976 Enable Templates for Law School - Help Desk Enable Templates for Law School - Help Desk 3/21/2017
10661261 Modify Tenant Section of ResShield (FISMA) Request Form Modify Tenant Section of ResShield (FISMA) Request Form 3/21/2017
10620278 Add "Phish Cleanup" Field to the Exchange Email & Calendaring Service Offering Add "Phish Cleanup" Field to the Exchange Email & Calendaring Service Offering 3/15/2017
10652872 Enable Help Desk Templates for Datacenter Operations Team Enable Help Desk Templates for Datacenter Operations Team 3/15/2017
10542479 Add a "Summary" Field to the myIT FISMA Form Add a "Summary" Field to the myIT FISMA Form 3/7/2017
10594646 Add Law School Form to Service Catalog Add Law School Form to Service Catalog 2/28/2017
10644280 Modify "IT Provisioning for Exiting Employees" Form in Service Catalog Modify "IT Provisioning for Exiting Employees" Form in Service Catalog 2/28/2017
10647455 Fix Task Hyperlink in Emails Fix Task Hyperlink in Emails 2/28/2017
10567668 Correct Service Catalog Routing/Assignment Issue Correct Service Catalog Routing/Assignment Issue 2/14/2017
10615922 Reconfigure Standard Change Request Behavior Reconfigure Standard Change Request Behavior 2/14/2017
10580928 Correct Service Catalog Link to Information Security Risk Assessment Correct Service Catalog Link to Information Security Risk Assessment 2/1/2017
10538218 Add New Field to CMDB for CI Configuration - Computer Add New Field to CMDB for CI Configuration - Computer 1/25/2017
10597657 Update Change Request Blueprint/Form for RCW Activity and Modify Expedite Functionality Update Change Request Blueprint/Form for UFIT Restrictive Change Window Activity and Modify Expedite Functionality 1/25/2017
10609048 Update Account Creation Specific Update Account Creation Specific 1/25/2017
10592587 Update Specific for Account Creation Specific updated to reflect the change to the Gatorlink Invite codes 1/19/2017
10539886 Add department to CLAS Computer Network specific Additional Department for CLAS Computer Netwrok Specific 1/19/2017
10578952 Take Ownership Link with Team Select Added a link with the text "Select Team" to use when taking ownership 12/23/2016
10573706 Modify Dependency on Proposed End Time Field in Change Request Provides the ability to edit Proposed End Date in a change request after setting Proposed Start Date 12/22/2016
10555842 Update specific for UFID Retrieval Update Specific for UFID Retrieval 12/14/2016
10555862 Update Specific for Account Creation Update Specific for Account Creation 12/14/2016
10544366 Change Request Required Field Information Missing and CR will still Progress Update Required Fields within Change Request (Post-Implementation Review Notes and Does This Change Impact End Users) 12/7/2016
10538804 Change Request Status Conflict (Approver) Provides notification to change approvers when a change is denied after it has been previously approved.  12/5/2016
10516345 Tech Search on CR Provides the ability to search support level, team, and technician assignments within Change Requests.  12/5/2016
10532295 Right click action Within the ticket grid, provides the ability to right-click on a ticket with a status of "Submitted" and select "Mark for Deletion". 12/5/2016
  Service Catalog Update WHAT - The Service Catalog will be updated to align with Educause standards. This will help UFIT continue in its maturity from departmental silos to a service-oriented organization. HOW - For this enhancement, no action on the part of users is needed. All the existing tickets will be updated to their new classification based on the classification crosswalk. In addition, all email monitors and templates will be updated to reflect the new classifications. To assist with ticket classification, an updated referral guide can be referenced here. WHEN - Beginning at 5:00p on May 20th, the Service Improvement Team will begin by disabling access to myIT in order to prevent tickets from being created or changed while the Service Catalog is being updated. We will then update the Service Catalog and install the new email monitors and templates. Once testing is completed, access to myIT will be restored for all, we anticipate this to be complete by 7:00p. This time frame is corresponding with a maintenance period for myIT so additional outages are possible in the evening.  5/19/2016
  Service Catalog Subcategory changes What -The Service Catalog will be undergoing enhancements to better reflect the services that we provide. Simplifying the Subcategory is the first enhancement to go live. WHY - For most offerings in the service catalog, there are five subcategories: Add, Modify, Delete, Information, and Report and Incident. The first four are all Service Requests, which creates confusion for myIT users. SInce the lowest grain of data needed is Service Request or Incident, the multiple Subcategories are not needed and have been removed. HOW - For this enhancement, no action on the part of users is needed. As updates are made, the service catalog will be updated. In addition, any templates and email monitors that utilize the changed classifications will be updates. WHEN - During the June 2 Change window, and over the following weeks, work will continue to remove Add, Modify, Delete, and Information, leaving only Service Request and Report an Incident.  5/28/2015
10108638 Additional Task Fields A change that adds labels about the parent ticket to the task form.  5/21/2015
10083762 Clone a Closed Ticket This enhancement allows users to clone a ticket even after it is closed.  5/21/2015
10070061 Customer Recall of a Ticket A change to allow customers to mark a flag indicating that they want to recall a ticket. Adds a journal note and a banner (similar to reopened incidents) to let the technician know that the customer has checked this flag. Adds a ticket action to the ticket widgets in the portal.  5/14/2015
  myIT Windows Client Automatically Log Out As of May 19, in order to more effectively manage resources, inactive users will be logged out from the myIT Windows client after 60 minutes of inactivity. There will be a warning five minnutes prior to being logged out. If you see an inactivity message, your session has been timed out and you will need to re-authenticate in order to use myIT.  5/12/2015
10086596 Employee Provisioning Form A change that allows for the New Employee IT Provisioning specific to hold more than 8 characters in its UFID field. This is a global change, but only users of this specific should see a change. 4/17/2015
10014576 My Team Task's Button A button on the default dashboard to allow users to search for their team's tasks. This is a global change and all users of the system will see the new button.  4/14/2015
10029085 Ticket Locking A change to the locking of tickets that presents the user with an informational prompt to let them know that other people are working on the same ticket. This change is intended to prevent the accidental updating of a ticket by two individuals. This is a global change and all users should see it.  4/14/2015
10052370 Customer Notifications When an email is sent to myIT that updates an existing ticket, the technician now receives an email stating that the ticket has been updated.  4/7/2015
10065682 Survey Updates Changes to survey questions to be more in line with the overall objective of surveying clients who submit tickets to the myIT system. Changes are wording changes that clarify and simplify what is being asked only, and should not invalidate surveys saved. This is a global change and all users who receive a survey should notice this change.  4/3/2015
10072497 Help Link A link to add getting started support documents to the homepage of the myIT portal. This is a global change that will affect all customers and technicians.  4/3/2015
10066081 Email Template Changes to email templates to streamline, standardize, and provide appropriate information for messages going out from the system.  3/25/2015
10049156 TerminalFour Form Accommodation A specific that accommodates the TERMINALFOUR form that Web Services uses to collect requests. This is a global change but should only affect the users of the categorization where the specific arises.  3/25/2015
  Learning Spaces Support A specific that allows Learning Spaces Support to record detailed information on their requests. 3/25/2015
10057836 Enhanced Other Ticketing System Field myIT now allows the "Other ticketing system" field to contain more characters -- specifically 150. 3/17/2015
  Resolution Description If a ticket has been reopened and a technician resolves it again, they will be prompted by a box that says "The resolution description is not empty. Anything added in this box will be appended to the value that is currently in the resolution description." This will append any text they add to the original resolution and send it to the customer. Alternately, they technician can update the resolution details directly. 2/20/2015
  Outbound Emails Outbound emails from service accounts (Cherwell Admin/myIT Automated System) are now hidden in the journal history, but can still be found in the timeline. 1/5/2015
  Location Zone and added Buildings Location Zone Hyperlink of Map & Added Missing Academic Buildings 12/23/2014
  Re-assigning Incidents & Service Requests Incidents & Service Requests that are "In-Progress" or marked as "Begin Work" must be assigned to an individual. If re-assigning must take place, the ticket must be changed to "Pending" - Further Support Status. 12/19/2014
  Staff Dashboard 2.0 Version 2.0 of the myIT Staff Dashboard now includes a cleaner/more concise presentation of your individual service requests and incidents. 12/19/2014
  Added Customer Video and Branding The myIT logo and a link to the customer portal video were added to the myIT Customer Portal. 12/12/2014
  Customer Communication Indicator A red shirt person now appears next to a service request or incident when a customer replies to a ticket. 12/5/2014