Release notes and tips for August 29 release

This post-Golive release was deployed yesterday evening, Wednesday, August 29.

Please find the release highlights below, as well as some process tips, and a reminder about upcoming training.

Highlights of August 29 Release

Here are the most notable of the 11 changes made to ServiceNow; for full release notes, please see the ITSM Release Notes article in ServiceNow.

  • Notifications: SLA breach notifications (75% or 100% of SLA) will now indicate if the breach is for the “Resolution” or “Response” SLA.
  • Tickets: The Save button has been removed from Tickets where the Call Type is “Incident”. This will prevent us from mistakenly saving Incident Records without an Assignment group defined. It is also consistent with the current behavior in Request.
  • Alerts: The “ICS Notify” group will no longer be the default recipient for Alerts. This will fix the issue of getting the same alert twice, which some people were experiencing.

Process tips and best practices

Viewing alerts on iPhone

When you view a Major Incident (or other) alert on a mobile device, you have to scroll through several screens of email addresses before viewing the body of the alert. There is a solution…

On an iPhone you can select Hide, at the top of the message, to collapse the list of recipients to a single line. Selecting Hide once will keep the recipients list collapsed for all future emails, so you don’t need to do it again.

To view the full list again, select Details.



Receiving too many notifications?

You can select which notifications to receive or not from the ServiceNow settings gear, at the top of the screen. Note that each category may contain many different notification types, which need to be turned on/off independently. See Knowledge article: Disabling / re-enabling notification emails from ServiceNow.

Major Incidents

  • Sending alerts for a major incident
    If you are responsible for managing a major incident, but you are not able to send the alert quickly because your PC, network or ServiceNow is not accessible, you can ask the IT Service Desk to send the Alert on your behalf.
    Ultimately, the MIM is responsible for sending alerts, but if they can’t send an alert quickly enough, the Service Desk is able to step in and fulfill this critical function. We are all on the same ITS team, and your teammates are available to help out when needed.
  • Describing the Business Impact from a user perspective
    When filling out a Major Incident Alert, the section called “What is the Business Impact?” should describe what users will be unable to do, or how their tasks will differ as a result of the major incident. It can also include aspects of the service are not affected by the incident.
    It should be written in non-technical terms, from the user’s point of view, so that a public announcement could be written based on this description. Good examples of Business Impact can be found in the Knowledge article: Alerts and Outages for Major Incidents

Transferring Tickets to Incidents or Requests

Keep in mind that it is important to transfer tickets properly to Incidents or Requests to ensure that our ITSM reporting is accurate.

Reminder: Upcoming training sessions

There is still time to register for one of the following sessions. Sign up in Minerva.

ITM 322 – Request Fulfillment and Incident Management

ITM 328 – Dashboards & Reports

In preparation for Dashboards & Reports training, please watch these two ServiceNow videos:

ITSM 2.0 Post-Golive August 15 Release Notes, Process Tips/Best Practices, and Training

The latest post-Golive release was deployed on Wednesday, August 15.
Please find the Release highlights below, as well as some Process Tips and Best Practices and a reminder about upcoming training.

Highlights of August 15 Release

Below are just a few of the changes to ServiceNow; for full release notes, please see the ITSM Release Notes article in ServiceNow.

  • Automated group notifications for Major Incidents will now begin with the words “Major Incident”.
  • Additional Comments will now be sent to Caller and Alternate email. Previously, only the Affected User would receive Additional Comments.
  • 3rd party and 3rd party ticket # fields have been added to the Requested Item (RITM) record – this will enable you to record related tickets from other systems, such as Jira, Heat, Xerox, FX Innovation and Brocade.
  • You can now create templates using the Requested Item When creating a template from within an RITM record, remove the pre-selected fields and choose Additional Comments or Work Notes. The contents of all other fields will be erased when a template is applied. Tip: Templates are useful for providing consistent instructions to customers for next steps, once a Requested Item has been fulfilled.
  • The previous release removed tickets transferred to Requests, Incidents, or BNS from My Work and My Group’s Work This change also inadvertently removed Ticket Types (Status Call, Supervisor Escalation, Compliments, and Complaint) from those lists. This has now been fixed. If you are using these lists in your Favorites, you must delete them and replace them with the updated version. If you have created your own lists by modifying a copy of My Work or My Groups’ Work, you will need to recreate these lists.
  • Email replies to internal notifications will go to Therefore, if you reply to an internal notification email, your email will not go into a ServiceNow record. This will prevent unintentional emails to the Customer. If you want to communicate with the Customer or add internal notes, you should continue to do so directly in the record.


Process tips and best practices 

Add a profile photo in ServiceNow

You can now add a profile photo of yourself in ServiceNow. This will help us get acquainted with one another and make it easier to tell who else may be working on a record at the same time – the user’s initials and photo will appear at the top of the page.

To add your photo, select Profile from the dropdown beside your name and then Click to add… beside the Photo field.

Acknowledging Catalog Tasks:

Last week we made two changes:

  • The Acknowledge button was added to Tasks for RITMs
  • Automatically created Tasks now start in an In Progress state for new RITMs.

The changes resulted in the Acknowledge button appearing on the automatically created Tasks of previously created RITMs acknowledged after last week’s change.


Users  complained that this resulted in extra work, as they now needed to acknowledge the Task as well as the RITM. However, pressing the Acknowledge button is more efficient than the original process, which required  users to manually set the Task state to In Progress.


Note that the first Task for any new RITM will already be in the In Progress state when it is created. Acknowledging the RITM will automatically acknowledge the first Task. Any manually created Tasks will need to be acknowledged when work begins.


RITMs and Tasks on hold

When you’re ready to continue working, press the Resume Work button to put the record back into the In Progress state.

Reminder: Upcoming training sessions

There is still time to register for one of the following sessions. Sign up in Minerva.

ITM 322 – Request Fulfillment and Incident Management

ITM 328 – Dashboards & Reports

In preparation for Dashboards & Reports training, please watch these two ServiceNow videos:

ITSM 2.0 Post-Golive Release on August 8, Upcoming Training, and Process Tips

The latest post-Golive update was released on Wednesday, August 8.  

Please find the Release highlights below, as well as information on the Ticket Management process, Process Tips and Best Practices, and upcoming Training sessions.

Highlights of August 8 Release 

Below are just a few of the issues addressed; for full release notes, please see the ITSM Release Notes article in ServiceNow.

  • Updating the Configuration Item field of the Incident form will sometimes update the Affected Service. You will now receive a warning if you enter a CI that changes the Affected Service field value.
  • New manually created request catalog tasks will now start in an Open state automatically. You don’t need to change the state when you’re assigning a new task to another group. This is consistent with Incident tasks.
  • There will now be an Acknowledge button on manually created catalog and Incident tasks that have been assigned to a group. Similar to RITM and INC records, pressing the Acknowledge button will put the task into an In Progress state and populate the Assigned to field.
  • For new RITMs created after this release, the catalog task that gets automatically created when you acknowledge an RITM will automatically start in the In Progress state. You don’t have to set the state manually.
  • A database view has been created to enable easier access and reporting of CI Contact information. The view visually reformats the contact information into a structure similar to what was available in ITSM 1.0.
  • Category and Subcategory  fields are now mandatory. They have been updated within the Incident form to allow for more granular data analysis.
  • Everyone with a ServiceNow licence will now receive ALL Incident and Change Alerts by default. To opt out of some of these notifications, please see this Knowledge Base article: Disabling/re-enabling notification emails from ServiceNow.

Ticket Management Process 

 L2 and L3 Resolvers and Fulfillers are receiving more Tickets than originally anticipated. For instructions on handling Tickets, please refer to the Knowledge Base article on Ticket Management and follow the steps starting from “Select the Call Type”.

Process tips and best practices 

Responses to email notifications from ITSM are sent to customer

Please be aware that if you respond directly via email to an ITSM notification, the system will treat your response as an “Additional Comment” and send your reply to the Customer. To ensure comments are properly documented and reach their intended audience, you must log in to ITSM to respond to notifications; do not respond directly to ITSM notifications via email.

MDS (Minimal Dataset)

For Request Fulfillment, we’ll be handing MDS differently from Incident by creating complete catalog items with all the required fields. The catalog item creation will be implemented over two phases:

  • Phase 2.1: for a limited set of internal IT requests
  • Phase 2.2: for use in a customer portal

In the meantime, please provide the Service Desk with the MDS information for your requests so that they can include it in their internal KB.

Generic requests

You can now change the title of a Generic Request from “Generic Request” to a title of your choice. We recommend that you give your Generic Requests meaningful and consistent titles.

Note: The first email sent to the customer upon request creation will still be titled “Generic Request” because it is automatically generated before you can update it. This email now includes the customer’s original request.

Upcoming training sessions

ITM 322 – Request Fulfillment and Incident Management 

Resolvers and Fulfillers who have not yet attended ITM 322 – Request Fulfillment and Incident Management are strongly encouraged to do so. The following sessions are available:

  • September 6 at 13h30
  • September 7 at 9h30
  • September 14 at 9h30

Sign up for ITM 322 in Minerva.


NEW: ITM 328 –  Dashboards & Reports

Want to learn how to create reports and display information on Incidents and Requests?

If you want to learn about available dashboards and reports, how to customize your own to suit your needs, and try some hands-on examples, this  1-hour session is for you. 2 sessions are available:

  • September 4 at 10h
  • September 11 at 10h

In preparation for Dashboards & Reports training, please watch these two ServiceNow videos:

Sign up for ITM 328 in Minerva.

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