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You Can Now Send Emails from the SCTASK Form

Previous to this release, if you wanted to send an ellipsis email and were drilled down to the SCTASK level, you’d need to go back to the RITM level to click the ellipsis (the three dots) in the RITM header to choose to send an email. Now you can click the ellipsis at the SCTASK level and send emails, including ones with attachments, and use the quick message templates as well. (STRY0032279)

 

We Updated the Incident Closed Email Notification

To provide more clarity to requesters, we updated the text of the Incident Closed email notification. The email states that the ticket has been closed and to not reply to the email. This is because ServiceNow does not update a closed ticket with an email response. There are instructions about submitting a new incident if the requester still needs help with their issue. (STRY0032244)

 

The Request Something Else and Request Something Else (Student) Catalog Items Now Show Variable Information on SCTASKs and Have Better Short Descriptions

We modified both the Request Something Else and Request Something Else (Student) catalog items to include a more useful short description when the SCTASK is created. For the Request Something Else (Student) catalog item you will also see the information from the variable fields on the SCTASK form in addition to the RITM form. So now, if you need information about an SCTASK item, you don’t have to go up to the RITM level to find it. (STRY0032280)

 

The Eshelman School of Pharmacy Is Now Using ServiceNow

The Information and Education Technology, MEDIA, Finance, and Facilities departments within the Eshelman School of Pharmacy have migrated to using ServiceNow for request and incident management. As part of the project there were several new catalog items created for these departments, with 16 in total.


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