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:

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