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New “Student & Course Data Reporting” catalog item

A new catalog item that allows faculty, staff, and students to request student and/or course-related data for internal institutional purposes is available in ServiceNow. This item was created for the reporting team in the Registrar’s Office and will route to the Registrar-Reporting assignment group.

New “TouchNet/Online Credit Card Payment Support” catalog item

A new catalog item that allows all users at UNC to request support for TouchNet is available in ServiceNow. This item was created for Enterprise Applications and will route to the Enterprise-Applications-TouchNet assignment group.

Customer additional comments will now trigger notifications when SCTASK or RITM are “Pending”

Previously, when a SCTASK or RITM was in a “Pending” state, and additional comments was updated via an email reply, the notifications sent to the assignment group and the assigned to fulfiller did not trigger because of the “Pending” state. This caused missed messages, confusion, and frustration for fulfillers and customers. Now, when a customer or fulfiller sends an email reply to additional comments, the assignment group and assigned to person will be notified regardless of the state of the SCTASK or RITM.

SCCM data cleanup

When ServiceNow was implemented, a lot of data was pulled into the CMDB from SCCM. Much of this data is out-dated and/or duplicate data and clutters up the configuration item field. We will be purging this data and cleaning up the process over several days so as not to impact any performance within the platform. This will be occurring from 3/25-3/30.

 Backed out ellipsis email function on SCTASK records

After implementing the ellipsis email function on SCTASK records in the March mid-month release, some unforeseen issues arose that are causing confusion and frustration for customers and fulfillers. If a customer replies to an email that was created via ellipsis email on the SCTASK form, the following occurs: No notification is triggered to the fulfiller; if an attachment is included in the reply to the SCTASK record it is not added to the RITM where all attachments live; and the customer cannot see attachments they added via email on the portal because they don’t have visibility into the SCTASK level of a request.

Because of these undesired behaviors, we’ve decided to back out this change. Ellipsis email is still available at the RITM level of a request and all notifications and attachment behaviors work as expected on a RITM record when using this feature.

Sensitive Group field now on RITM form

A new field, “Sensitive Group”, can be found below the sensitive flag on the RITM form for new requests. Use this field if you are setting a RITM to sensitive, but need an entire assignment group to have access to the RITM. If you set the RITM to sensitive, all underlying tasks will be set to sensitive. Once the SCTASK is assigned to a person, the assignment group loses visibility. If you choose a Sensitive Group when setting the RITM to sensitive, it will allow all assignment group members to see the RITM level.

Note: You need to set the Sensitive flag in conjunction with the Sensitive Group in order to enable this logic.

Reports which have been inactive for 52 weeks will start being purged from ServiceNow

The Reporting Practice Group is working through putting together guidelines and process practices for reporting on SN data. One new process is to remove stale reports from the platform. Reports that have more than 52 weeks of inactivity, will be flagged as stale. The owner of the report will be contacted at 52 weeks and 3 weeks after that, the report will be purged if it is still inactive.


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