Skip to main content

New Interface Available for Use

With this release, ITS Service Desk and School of Medicine fulfillers have an improved chat feature and a new look and navigation for ServiceNow.  To see a sneak peek of the new look, search for “Agent Workspace” in the Filter Navigator and click the link. This new way to navigate is the direction ServiceNow is moving towards. Look for more information on how to use it in the coming weeks. (STRY0027073, STRY0027349, STRY0027132, STRY0026635, STRY0027383)

New Warning Message for Reassigning “On-Hold” Incidents

You’ll now see a warning message if you change the Assignment Group for an incident that’s on hold.  That’s because many fulfillers rely on dashboards that filter out on-hold tickets, so the new group may not see the reassigned ticket.  To reassign a ticket that’s on hold, we recommend that you change the status of the ticket to “New” so that the ticket shows in the new group’s dashboard. (STRY0028414)

Standardizing the Look of Service Requests

Work has started to standardize the look of service requests in the Service Catalog.  Over the next few releases, you may notice slight changes to the look of existing service requests. (STRY0028415)

New and Updated Service Requests

The service requests added or updated with this release are:

  • The Tableau Services request has been updated so that you can request a new Tableau site, licensing, and training with a single service request, which then gets split into individual tasks and routed accordingly. (STRY0028089)
  • The Individual Data/Email Release service request lets you submit a request for assistance with your email or files, including help with responding to a public records request.  You can also use this request for ask for help with the email accounts or files of former employees, including setting up an auto-reply or retrieving data for business purposes. (STRY0028417)

Department Specific Service Requests

The new department-specific service requests that have been added or updated are:

  • The SOD System Access service request, which supervisors in the Adams School of Dentistry use to request, modify, or remove access to School of Dentistry applications and shared folders. (STRY0028419)
  • The T&P Field Maintenance service request, which Transportation and Parking staff use to track work requests and completions for parking lot and parking deck maintenance. (STRY0028096)
  • The F&O-HR Affiliates service request, which employees in Finance & Operations use to set up new F&O affiliates, has been updated. (STRY0028491)
  • The ITS – Group Policy for Client Computers service request, which ITS staff use to submit add, remove, or change requests for the AD Group Policy for computers managed by the Managed Desktop Services team in ITS. (STRY0028092)
  • The OUC Data/Email Release service request, which Office of University Council staff use to request the release of data, legal hold, public records, or related management activities for individual email or other files and data (STRY0028418)

View ALL Releases