Category: Support Information
Update to BU Mobile iPhone app
An update to the BU Mobile iPhone app is expected to be available in the next few days once it gets approved by Apple.
Please assign any issues related to the BU Mobile iPhone app to the “Application Architecture – Innovation” assignment group in ServiceNow.
The release notes are:
* The bus module now displays the live bus map by default
* Bus stop detail pages include a bus arrival estimate (based on the bus location, bus speed, and traffic conditions)
* Usability, design, and layout improvements
* Support for Retina display-capable devices
* Bug fixes and stability enhancements
Please use “Server Administration” and not “Systems Administrations”
Please be sure to use "Server Administration" when escalating to that team. "Systems Administrations" is a legacy group name and should no longer be used for escalations.
Knowledge Base Search Enhancement
A recent ServiceNow enhancement enables easier searching of knowledge base articles by improving the behavior of the global search box. Now, using the global search box to search for terms in knowledge articles not only displays the top 10 matches, but it also provides a clickable link to the full list of results.
- Enter your search tearm in the global search box in the upper-right corner.
- Scroll to the Knowledge Base section for the top 10 results.
- To view all search results and/or refine your search with advanced options, click on the Knowledge Base link.
New BU Calendar design launching March 27th
The new interface to BU Calendar is in final QA and is anticipated to launch on 3/27. This is a fairly dramatic interface change so you may receive feedback/questions. If clients contact us about this update, please create tickets and escalate them to the "Web Publishing" assignment group in ServiceNow
You can preview the new site here: http://www-test.bu.edu/calendar/v2/
New CAS website launching March 21st
The main CAS website is scheduled to launch on 3/21. This site is heavily trafficked and will now be hosted in WP for the first time. In anticipation, CPU capacity was increased CPU on the production servers, but please create tickets if clients contact us about an impact on performance and escalate them to the "Web Publishing" assignment group in ServiceNow.
You can preview the new site here: http://www-test.bu.edu/cas
Support for College of General Studies – March 19-23
During the week of March 19-23, Desktop Services will be covering for the College of General Studies support team. Please assign any calls or tickets we receive from faculty and staff of CGS to the Desktop Services team.
New version of E-mail Forwarding System (EFS) on Tuesday, 3/20
On Tuesday, March 20, a new version of the E-mail Forwarding System
(EFS) will be released. EFS will continue to be hosted at http://www.bu.edu/computing/email/forwarding
If you'd like a sneak peek at the new version, please visit http://www.bu.edu/nisdev/php5/efs-qa
The new version of EFS will integrate Exchange forwarding into the EFS system, and allow Exchange clients to manage their bu.edu and Exchange forwarding via the same interface.
EFS will serve different options to the client based on where the client has accounts. Here are some specific examples:
- If a client has an account on ACS, but does not have a Google or
Exchange account, the client will be put into a legacy EFS
system which is similar to the one they see today. All existing EFS
legacy services will continue to work for these clients.
- If a client exists on Exchange and/or Google, they will see options
to forward their mail to those systems, as well as an option
to choose a custom e-mail address. Clients who have Ph "email" fields
still pointing to login@acs.bu.edu will also see an "ACS mail" button
in the upper right corner which will put them into the legacy system.
Once a client with either an Exchange or Google account changes their
forwarding away from ACS, the "ACS mail" button will no longer be
visible and they will not be able to use EFS to point forwarding back
to ACS. In the event someone in this situation really needs to have
their forwarding pointed to ACS, e.g. in the case of a migration
problem, please contact Sean Pfeiffer.
- Clients with Exchange accounts will be provided with the option to
forward a copy of their mail somewhere else as well as retain a local
copy of mail on Exchange. This option only supports forwarding to a
single address outside of Exchange. Clients who want to do more
advanced things, e.g. forward to more than one address, filter mail
before forwarding, etc. will need to create rules in OWA instead
of using EFS to manage their forwarding.
- Clients who only exist in Ph without an associated ACS, Exchange, or
Google account can continue to use EFS to change their Ph email field.
Please note that while faculty and staff who have Google Apps accounts may see the option in EFS to forward their mail to Google, the IT Help Center should strongly encourage all faculty and staff to migrate to Exchange rather than Google.
If you have any questions regarding EFS please contact Sean Pfeiffer.
Please escalate any tickets or reports of problems with the new service to Sean.
Support for BU Academy – March 8-11
During March 8th-11th, Desktop Services will be covering for the BU Acadmey support team. Please assign any calls or tickets we receive from faculty and staff of BU Academy to the Desktop Services team.
OnBase ticket escalations
Tickets related to the installation of the OnBase desktop software should be routed to Desktop Services if the client is part of a supported department.
Escalate any other OnBase related Incidents or Service Requests to the "Application Development - General Business Applications" Assignment Group and put Charlie LaSalle [clasalle@bu.edu] on the Internal Watch List.
This information is also posted in KB article KB0010253.
Documentation & Tools is now Communication & Documentation
When assigning tickets in ServiceNow, please note that the group formerly known as "Documentation & Tools" (which auto-completed with "Doc") is now "Communication & Documentation" (which auto-completes with "Com").
Tickets related to TechWeb content and Knowledge Base content can be mapped to us, as well as requests for interviews from media (e.g. The Daily Free Press) and any other topics that seem related to IS&T communication or documentation.
Thanks and please submit a ticket if you have any questions.