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Number  Short description 
STRY0024920      INCIDENT – Updated parent and child incidents so that when resolving a ticket that has child incidents, check to see if the Category and Assigned to fields in the child incidents are blank. If they’re blank, fill in the values from the parent incident so that the child incidents can automatically be resolved when the parent incident is resolved.
STRY0025584 SERVICE REQUESTS – Improved the notifications for fulfillers and customers related to service requests, including providing more information in the notifications, turning off redundant notifications, and adding a link in fulfiller notifications (not end user notifications, due to concerns about phishing).  Note:  Improving notifications for incidents is the focus for the next sprint (development period).
STRY0025583 INTEGRATION – Created an API that creates an incident for the Document Management team when one of their jobs fails in the ConnectCarolina Production environment or in a non-production environment.
STRY0024888 INTEGRATION – Created integration between the Computer Repair Center (CRC) application in Remedy and ServiceNow so that ITS and School of Medicine fulfillers can submit CRC repair tickets in Remedy and print out the check-in agreement in ServiceNow. This integration allows fulfillers to check in customers’ computers.
STRY0025663 SERVICE REQUESTS –  Divided the Hosting Services service request into five separate service requests:  Confluence Services, CloudApps Services, WordPress, Virtual Server Hosting, Gitlab Services.  The Hosting Services request has been removed.
STRY0024838 SERVICENOW GENERAL – Removed the guest user ID (which was part of the ServiceNow demo data) and created more granular guest IDs to use when helping customers who don’t have Onyens. These IDs are

  • User ID: guest-id, Name: Guest-Guest ID
  • User ID: guest-eu, Name: Guest-External User
  • User ID: guest-ne, Name: Guest-New Employee
  • User ID: guest-al, Name: Guest-Alumni
  • User ID: guest-pe, Name: Guest-Past Employee
  • User ID: guest-ps, Name: Guest-Prospective Student
  • User ID: guest-pp, Name: Guest-Parent/Proxy
STRY0025550 SERVICE REQUESTS  – Changed the Location lookup on two service requests to search whether the location name “contains” the text (anywhere in the name) instead of “starts with” the text.  Created a knowledge article that provides a reference to the names of buildings on campus (based on the SPOTS database).
STRY0025569 SERVICE REQUESTS –  Updated these four service requests to be visible to students who are also employees:  ConnectedBackup, Hardware Order, PID Management, Software Order.
STRY0025105 SERVICE REQUESTS – Updated the HR Systems Access request to not close until all tasks are closed, including ad hoc tasks.
STRY0025870 SERVICE REQUESTS – Corrected the workflow for the TIM (Time Information Mgmt) Issues service request.
STRY0024898 SERVICE REQUESTS – Updated the Fulfiller service request to not close until all tasks are closed, including ad hoc tasks.
STRY0024844 SERVICENOW GENERAL – Made 90 days of ServiceNow logs available in Splunk for analysis and reporting by the Information Security Office.

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