Available for testing on pre-live sites in the UK and Ireland on July 11, then going live on July 14. Released in the US on July 19.
Generally the release is timed to commence at 21:00 UK/Ireland Release and 10:00 US release (UK times) and usually there is no loss in service as part of this Scheduled Engineering work. If we expect a transient loss in Service to occur this will be be within the opening 1 hour window of the release, and we would advise in the release notes.
govService Platform
Improvements
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Customer Service Hub: We've updated the case search used within Customer Service Hub so that CSAs can get the data they need more quickly. The search being referred to here is the one found within Phone Team, Face to Face and other CSH workspaces.
Auto-searching has been removed. Users must now either click the Search button or press Enter to initiate a search. This makes your searches faster because we aren't running extra unnecessary searches before you're ready.
The Case search tab now only works with Case References. Previously, the Case tab could be used to search for citizen name, address and other details. Removing these additional terms (which aren't useful when looking for a specific case) allows us to increase search speed tenfold.
The UI has been updated to make this new behaviour clear.
Bug Fixes
- We've fixed a bug which was causing duplicate cases to appear within Realtime Reporting. We'll remove existing duplicates in a separate update.
New terminology
We are in the process of updating the terminology for our govService products. Below is a list of terminology changes, so that you can learn the new terminology and avoid confusion.
- Dash is now known as the Staff Portal.
- Self is now known as the Customer Portal.
- Service is now known as the Customer Service Hub.
- Forms is now known as the Service Designer.
- The Shared Digital Workspace is now known as Shared Service Portals.
A reminder of the planned component sunsets for 2022
| Sunset Features/Products | Current Status | Date |
|---|
| Integrations V1*1 | Security only | 30-June-2022 |
| Dashboard*2 | Security only | 30-Sep-2022 |
| Old Saves*3 | Security only | 30-June-2022 |
| Councillor Portal V1*4 | Security only | 30-June-2022 |
| Data Dump*5 | Security only | 31-Dec-2022 |
Security only: Only fixes which are causing security issues and assessed by Granicus security team as high or medium.
*1 Integrations V1 should be migrated to Integrations V2.
*2 Dashboard is replaced by CaseViewer.
*3 Old Saves is replaced by new saves and requires V2 integrations.
*4 Councillor Portal V1 is replaced by Councillor Portal V2.
*5 Data Dump is replaced by Realtime Reporting.
Please note that the sunset date for Dashboard has been postponed to accommodate clients already in progress of migrating but requiring a little more time. We have previously listed the sunset date as June 30th, 2022; it has been changed to September 30th, 2022. Note that from this date, Dashboard will be removed entirely and replaced with Caseviewer.
For a full list of planned sunsetting products and deprecated products, please see Sunset/Deprecated govService Products
Reminder: LIM Security Update
Granicus will soon be releasing a LIM security update for govService, which will impact a subset of govService customers that use the Inbox functionality with Office 365 as their email provider.
Please have your IT team complete the steps below to determine if you are impacted by this update.
- Log onto the server that hosts your LIM application
- In Windows Explorer, search "lim.config"
- Open the file titled lim.config in Notepad.
- Check for the following line in the file. If the line is present and identical to the text below, you will be impacted by the update:
<add key="IMAP.Server" value="outlook.office365.com"/>
If the steps above determine that you will be impacted by the update, please reach out to Granicus Customer Support via support@granicus.com or submit a ticket via our Support site.
Further details about the update are provided below.
What is Granicus releasing for govService?
Microsoft is deprecating their Basic Authentication (Basic Auth) and the end of Basic Auth will impact all govService customers using Office 365 for Inbox. We are building out a new LIM which will authenticate using the OAuth2 protocol, which Microsoft will still support.
Reference here for the full press release from Microsoft.
What should I expect from this update?
This update will include a new authentication interface and enhanced security update. As a customer, if you are impacted (see steps above), you will need to reach out to Granicus Customer Support, who will help you re-authenticate your credentials to ensure that this will not impact your experience with the Inbox functionality.
When will this take effect?
Microsoft has not been explicit in their communication as to when they will disable Basic Auth on Office 365 accounts. Out of caution, we recommend reaching out to Granicus Customer Support and completing the steps for re-authentication as soon as possible if you are impacted. We will be providing impacted customers with a detailed user guide, which will walk through how to re-authenticate and the steps for proper set-up. If you wait to reach out, you risk potential loss of inbox files, all relevant data, and access to your inbox when Microsoft implements the change on their end.
