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 noreply@mcgill.ca. 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:

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