You Can Now Search for Admitted Students Who Don’t Have an Onyen
You can now search for students who have been admitted to the University, but don’t have an Onyen yet. This allows you to track a student’s support history at UNC. Previously, admitted students were logged under guest accounts in ServiceNow. (STRY0030014)
We Updated the Classroom Demo Service Request to Make It Easier to Use
On the Classroom Demo service request we removed the “Are you requesting a demo or consultation?” question. We replaced it with a “Provide a brief description” text box to make it easier for requesters to fill out the service request. Also, when searching for a classroom, the search will only be for general purpose classrooms, not all rooms on campus. (STRY0030016)
We Turned Off the “Request Opened for You” Email Notifications
We turned off the “A service request has been opened for you” email notification. This is because if a customer responds to this email, ServiceNow doesn’t integrate the response into the ticket. (STRY0030513)
Searching for a Room Is Easier Because the Location Field Now Separates Buildings and Rooms
The location field on service requests and incidents is now broken out into buildings and rooms, instead of all location data in the same table. You can search for a building, and then search for only the rooms within that building. The lists of buildings and rooms are now updated weekly. (STRY0029445)
New Fields on the Knowledge Base Article Template
We added three new fields to the standard knowledge base article template: Auth (Authenticated) link, Unauth (Unauthenticated) link, and Technical Reviewer. The Auth link allows us to link to knowledge base articles within ServiceNow and the Unauth link allows us to have our knowledge base articles searchable on Google. (STRY0030609)
It’s Now Easier for People to Share a Knowledge Base Article
We changed the “Copy Permalink” text on knowledge base articles to read “Share This Article” to make it clearer what the option is for. We also moved it from the bottom of the screen to the top. After clicking “Share This Article”, the system displays “Article’s URL has been copied to the clipboard” so the person copying the link knows what happened. (STRY0030610)
We Cleaned Up the Sidebar of Knowledge Base Articles
We removed the Subscribe button and the Most Recent Tasks box from the sidebar of knowledge base articles. They were out-of-the-box features that were just adding “noise” to the pages. (STRY0030608)
There’s a New Link to Pending Surveys in ServiceNow
ITS requesters, requesters on the Finance and Operations IT team, and requesters in the School of Medicine may receive a notification to take a customer satisfaction survey when their incidents are closed. To make managing this process easier, we added a link to a customer’s pending surveys to the top of the screen in ServiceNow, next to the My Requests link. (STRY0030261)
Three Linux VM Catalog Items Added to the Service Catalog
We added three new Linux VM (Linux Virtual Machine) catalog items to the service catalog. These three items let requesters ask for an ITS Linux VM (including CPU, memory, mounts, etc.) to be created, modified, or decommissioned. (STRY0030020)