[sims] Capita Support Desk Ticket Issues - 28th Sep

[PhilNeal]

We are experiencing some difficulties with our new Dynamics service desk software in that it is "losing" cases & customer updates to cases. Now that we are aware of this problem we are running reports to find these missing items.

 

The service desk will be working this weekend to clear any backlogs and the MIS team will be working to try and eliminate the problem.

 

Should you feel that your case has not had the attention that it should please email the appropriate desk manager details of which can be found in SupportNet's "Sticky Items".

Edited September 28, 2012 by ZeroHour
Amended by ZH

[PhilNeal]

The current position we believe is that there are no missing cases - we did find 40. Anyone that hasn't heard from us about cases raised last week then something is wrong and I'd be grateful if you could contact a desk manager to alert them.

 

We do still have some case update visibility issues.

 

Sorry about these issues.

[matt40k]

[h=2]Bedford Telephony issues[/h]

 

The telephony issues are still ongoing, and this continues to be logged as a

priority 1.

 

If you are logging a new incident, please continue to log via WebSupport

which will be picked up immediately. If you are requesting an update on a case,

please email [email protected]

 

Please accept our apologies for the inconvenience caused.

 

Are Capita having the worse luck lately or what?

[vikpaw]

Is it because they used SOLUS 3 to update the system?

[winng]

LOL @vikpaw