The University Development Office Is Now Using ServiceNow
We created two new catalog items for the University Development Office. The UDO-Davie Support Services catalog item allows people using the Davie system to submit questions and request support. Davie (Database for Advancing our Vision of Institutional Excellence) is the University’s alumni and development database. Additionally, we created the UDO-Davie Query Request catalog item, which allows people using Davie to request new queries. (STRY0031507, STRY0031553)
We Fixed an Issue with Additional Comments Updates Not Sending Emails to Fulfillers
There was an issue with incidents sometimes not sending notification emails to fulfillers when the additional comments field was updated. This was due to a filter that was set up to decrease the number of notifications coming from xMatters, which is an incident response tool we use in ITS in addition to ServiceNow. With this release, the issue related to the filters has been fixed. (STRY0031979)
Requesting Epic Access in the School of Dentistry
The School of Dentistry (SOD) has a new service request available to supervisors to request Epic access on behalf of their employees. Epic is a medical records system used by the School of Dentistry. Along with this new catalog item, we modified the existing Dental School System Access catalog item, removing the ability to request Epic access through that particular service request. (STRY0031557)
The Request Something Else Service Request Is Now Available to People with Multiple UNC Affiliations
By design, the Request Something Else Service Request is not available to students. The problem was that if you were staff, faculty, or an affiliate, and also had a student affiliation in the system, you weren’t able to see the Request Something Else item either. With this release, people with multiple affiliations can now use the service request and people with just a student affiliation still won’t be able to see it. The Request Something Else (Student) catalog item is still active and visible to people with just a student affiliation. (STRY0031720)
Contact Information Is No Longer Required When Fulfillers Create New Incidents
In a previous release, we made the Preferred Contact Method and Preferred Contact Method Details fields required on the incident form. We were asked by the incident practice owners to roll back this change, so in this release, those fields are no longer required on the incident form. However, the Preferred Contact Method is still required for people submitting incidents via the service portal. (STRY0032013)
Additional Comments Bug on SCTASK Resolved
When we released the enhancement to bring additional comments down to the SCTASK form, some fulfillers experienced issues with the activity log showing out-of-sync updates, which caused confusion when communicating with customers. We’ve resolved the issue that was causing this, and now additional comments at the RITM and SCTASK are flowing between the two records correctly, and with the correct timestamps. (STRY0032152)
You Can Now Update the Short Description and Opened For Fields on a Closed Interaction
Interaction records allow support staff to record information in ServiceNow resulting from walk-up conversations, chat conversations, and phone calls with customers. With this release, we’ve made it possible to update the Short Description and Opened For fields on closed interactions to align with our Service Desk processes. (STRY0032164)
We Updated a Couple of Existing Catalog Items to Be Easier to Use
With this release, you’ll notice that a couple of existing catalog items have been updated to provide more information for the requester, which will make them easier to understand and use. These enhancements will also streamline the process for fulfillers, allowing them to get more information about requests upfront, which will increase the efficiency of fulfilling the requests. So, look for updates to the Share a Report and the Applications Enhancements service requests. (STRY0032007, STRY0031512)