You Won’t Receive Notifications about Updated Work Notes if You’re the Person Who Updated Them
Prior to this change, if you updated the work notes of an incident or service request that was assigned to you, you’d get an email notification. We’ve eliminated these unnecessary notifications and now you’ll only receive an email if the ticket is updated by another fulfiller. (STRY0029765)
When a Customer Adds a Comment to an Incident, the Email Notification Now Shows the Most Recent Comments
We’ve updated the email notification that’s sent when a comment is added to an incident so that it shows the most recently added comments instead of the earliest comments. We’ve also fixed a grammatical error in the email notification. (STRY0029816)
A New Field Lets You Add a Category to Service Requests Submitted Via “Request Something Else” and “Fulfiller to Fulfiller”
The “Request Something Else” and “Fulfiller to Fulfiller” service requests now let you specify a category for these uncategorized service requests. As a fulfiller, you’ll need to choose a category to complete the request. (STRY0029762)
Customers Now Get Notified if Their Ticket Isn’t Updated When They Email in a Reply
If a customer replies to a ServiceNow email to update their ticket and the email they send from is not the same as in their ServiceNow user profile, ServiceNow doesn’t update the ticket. To work around this issue, ServiceNow now sends an email reply to the customer to tell them that there was a problem updating their ticket. It also instructs them to log in to help.unc.edu, find the request, and update it there. (STRY0029951)
Issue with Searching for Locations on the Incident Form is Fixed
The New York ServiceNow upgrade caused an issue where if you clicked the magnifying glass to search for locations, you would only see buildings that began with “Alumni” in the name. Now if you click the magnifying glass, you can scroll through all of the available building choices. (STRY0029953)
“HR, Benefits, and Payroll” Service Catalog Category No Longer Has “Request Something Else” Service Request
We’ve removed the “Request Something Else” option from the “HR, Benefits, and Payroll” category. (STRY0029766)
Critical Firewall Requests Should Be Submitted as Critical Incidents
When a requester fills out a Firewall Request service request and chooses Critical from the Immediacy field, the system now displays a pop-up window instructing the customer to not submit a critical service request using the form, but to submit a critical incident. The message is also displayed under the Immediacy field in red if the customer selected Critical. (STRY0029865)
The Department Field Now Fills In Automatically When You Create an Incident After an Interaction
Previously, when you created an incident after an interaction with a customer, the department field wasn’t filling in automatically after you chose the requester’s name in the Requested for field. Now, if the customer is only affiliated with one department, that department is filled in automatically. If the customer is affiliated with more than one department, you’ll need to choose a department for the customer. (STRY0029832)
There’s a New CBM Favorite Funding Source Option for Network Cabling and Infrastructure Service Requests
The Network Cabling and Infrastructure service request has a new option for the Funding source field. Requesters can now choose CBM Favorite from the list. Doing so opens up another drop-down box to let the requester choose their current CBM Favorite chartfield string as the funding source for the service request. Billing is handled through CBM and this option changes the funding source on the ticket to the chartfield string that’s currently saved as the requester’s favorite in CBM. (STRY0029775)
Resolved Email Notifications Now Include a Customer Satisfaction Survey Link
Emails that requesters receive when their incident or service request is resolved now have a link to a short customer satisfaction survey. The link takes the requester to the portal to take the survey without having to log into help.unc.edu. The survey asks the requester three questions: How would you rate your service experience?, What did we do right?, and What can we improve? (STRY0029451)
Update to the Application Enhancement Service Request Description
The description for the Application Enhancements service request has been changed. The part of the description that said “applications supported by ITS Enterprise Applications” was changed to “applications supported by ITS” to be more accurate. (STRY0030017)
Workflow Change for Office 365 Services-3rd Party Services Requests
The workflow for 3rd Party Application under the Office 365 Services service request has been altered. Previous to this change, the first step after a requester submitted the service request was an approval. Now the request is routed to the Service Desk – Tier2 as a catalog task. This aligns better with the internal processes of the team than the approval task did. (STRY0030073)