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ServiceNow Project Release Notes

 

September 2018

ServiceNow Production Changes for R:180927

ServiceNow R:180927 changes applied on 08-31-2018 to 09-27-2018 included [0] New Features, [10] Enhancement(s), [7] Fixes and [1] Patches.

Type Short Description Change Request # SNOW Applications
Enhancement Remove 'Graduate Admissions' from hover text of 'Other Services & Support' tile on Portal Homepage

TASK00055280

CHG00018545

Portal

Enhancement Enable ability to change color palette in reports by ITIL users

TASK00036651

CHG00018576

Reporting

Enhancement Create 'Assignment group' metric definitions for reporting capabilities 

TASK00054066

CHG00018717

Reporting

Enhancement Change pop-up messages, notifications, and auto-close mechanism for Data Risk Assessment form 

TASK00054035

CHG00018758

Request Management

Enhancement Create 'Stanford Earth Website Feedback' form 

TASK00055746

CHG00018759

Request Management

Enhancement Create 'Waive Grad Auth Fee' form

TASK00055688

CHG00018793

Request Management

Enhancement Change pick list offering for CI Support groups for query / reports

TASK00054795

CHG00018856

Reporting

Enhancement Change comment field on Portal to not visible for tickets that are 'Quiet Close'

TASK00056125

CHG00018882

Portal

Enhancement Add 'CI class' field to Business Functions form 

SR00345190

CHG00018984

Request Management

Enhancement Create logic to auto-fill 'CI Support Group' when 'Business Unit' is entered on Business Functions form 

SR00345196

CHG00019035

Configuration Management

Fix Open Incidents are appearing without an INC number in Incident table 

INC00724185

CHG00018368

Incident Management

Fix Short descriptions are visible for 'secure' Incidents created by public users 

INC00736542

CHG00018585

Incident Management

Fix Modify script for 'Call Status' field for new call records to generate results more quickly

INC00733741

CHG00018659

Call Management

Fix 'My Approvals' link that says 'Change Request: CHG000####' no longer takes users to the Change Request form

DFCT00011237

CHG00018855

Change Management

Fix MyTickets dropdown menu showing more than 10 items in ServiceNow Portal 

INC00734134

CHG00018880

Portal

Fix Asset Model record has missing attributes for GCP / AWS, causing CIs to be created with missing information

INC00745123

CHG00019033

Asset Management

Fix Email address is not auto-populating on Support Request tickets when created in Fulfiller view 

INC00737770

CHG00019054

Request Management

Patch Maintenance to address known error with ECBDownloader feature

N/A

CHG00018757

Core

August 2018

ServiceNow Production Changes for R:180830

ServiceNow R:180830 changes applied on 08-17-2018 to 08-30-2018 included [0] New Features, [10] Enhancement(s), [18] Fixes and [0] Patches.

Type Short Description Change Request # SNOW Applications
Enhancement Change Knowledge Base category pages breadcrumb 

TASK00044334

CHG00017853

Knowledge Management

Enhancement Update ServiceNow SSL certificate

N/A

CHG00017977

Core

Enhancement Update 'Business unit' field to auto-populate on Financial Tab

TASK00053180

CHG00018217

Asset Management

Enhancement Update 'Assignment group'/'Assigned to' notification message

TASK00035670

CHG00018232

Request Management

Enhancement Add 'Support Request' catalog items to 'Business Functions' records 

TASK00052972

CHG00018294

Request Management

Enhancement Change character constraints and routing of 'GCP' requests

TASK00053089 / TASK00050098 / INC00723588 / INC00723594

CHG00018300

Request Management

Enhancement Create 'AV Campus Refresh' form and workflow 

TASK00047736

CHG00018307

Request Management

Enhancement Expand workflow stages for 'Build a Meeting Room' in Portal view

TASK00045995

CHG00018334

Portal

Enhancement Create 'R&DE Network Patching' form

TASK00046316

CHG00018380

Request Management

Enhancement Change workflow, notification text, and catalog item for 'Request New GSB Computer'

TASK00052585

CHG00018393

Request Management

Fix 'Other Services & Support' tile on GUEST view prompts user to log into Remedy

DFCT00011242

CHG00018120

Portal

Fix Student Services items show 'Service Catalog' in breadcrumb

DFCT00011246

CHG00018124

Portal

Fix Templates are not allowing users to edit

INC00724652

CHG00018136

Core

Fix Regular fulfillers able to create new assignment groups

INC00724669

CHG00018143

Core

Fix Open Incident without a number assigned

INC00011585

CHG00018228

Incident Management

Fix Descriptive text prompt on 'Feedback' widget is empty

INC00717817

CHG00018281

Portal

Fix 'Client visible comment' not appearing on TASK, only on the RITM

INC00724963

CHG00018292

Request Management

Fix 'Business Applications' and 'Floor Plan' showing in the left-hand nav bar under 'Self-Service'

DFCT00011247

CHG00018293

Core

Fix Header menu items not showing on Portal

INC00724091

CHG00018302

Portal

Fix Not able to approve 'Changes' by clicking on checkbox and selecting 'Approve Change'

INC00724098

CHG00018324

Change Management

Fix PCAT re-directs incorrectly back to generic form after login

INC00725124

CHG00018333

Portal

Fix 'Related Lists' view now showing for RITMs

INC00730661

CHG00018337

Request Management

Fix Missing script for 'Inquire about Military-Affiliated Communities' form

INC00732165

CHG00018344

Request Management

Fix Script missing when creating new 'Support Request' form

INC00732082

CHG00018363

Request Management

Fix Mirrored Incidents sending out notifications on UIT side

INC00726750

CHG00018373

Incident Management

Fix Knowledge articles in 'Draft' mode missing 'Publish' button

INC00729307

CHG00018381

Knowledge Management

Fix 'Problem' ticket being created when 'Change' ticket is created from JIRA ticket

INC00689367

CHG00018386

Change Management

Fix 'Get Assistance Sending OS/Application Logs to Spluk' has a mandatory macro that is breaking the processing of the TASK

INC00734209

CHG00018388

Request Management

ServiceNow Production Changes for R:180816

ServiceNow R:180816 changes applied on 08-03-2018 to 08-16-2018 included [0] New Features, [5] Enhancement(s), [1] Fixes and [0] Patches.

Type Short Description Change Request # SNOW Applications
Enhancement Change the CAB Workbench logo from ServiceNow to Stanford branding

TASK00050067

CHG00017796

Change Management

Enhancement Create a ServiceNow Scripted REST API for SU SoM TechBar

TASK00036035

CHG00017804

Integration

Enhancement Create assignment rules for FSH Service Desk routing

TASK00050481

CHG00017844

Incident Management

Enhancement Create new Metric database views

TASK00050207

CHG00017962

Reporting

Enhancement Create email references for SoE inbound emails

TASK00046894

CHG00017980

Incident Management 

Fix Incidents created from Call populating 'Contact type' on incident with Self-service instead of Phone

INC00688314

CHG00017978

Call / Incident Management

ServiceNow Production Changes for R:180802

ServiceNow R:180802 changes applied on 07-20-2018 to 08-02-2018 included [0] New Features, [10] Enhancement(s), [1] Fixes and [0] Patches.

Type Short Description Change Request # SNOW Applications
Enhancement Add "QA Resource" field under "Tester" field on Enhancement Form

TASK00049361

CHG00017338

Agile Development

Enhancement Update website address list on "Create Group/Department Website on Stanford Sites" catalog item

TASK00049432

CHG00017357

Request Management

Enhancement Create way to transfer DFCT tickets between ENHC tickets in SDLC module

TASK00049101

CHG00017420

Agile Development

Enhancement Update "UHR Contact Us" page

TASK00050593

CHG00017519

Portal

Enhancement Add fields to the Enhancement form under "Description" to mimic Story form

TASK00050584

CHG00017520

Agile Development

Enhancement Remove 'Secure' flag for all open 'Firewall' RITMs

TASK00050497

CHG00017595

Request Management

Enhancement Change assignment group for task 'IDP Mapping (Manual)' on AWS forms

TASK00049512

CHG00017658

Request Management

Enhancement Move 'Billables' flag from Service Offerings to Asset forms under the Financial tab

TASK00049969

CHG00017672

Asset/Configuration Management

Enhancement Add and update 'Operations Owner' attribute type under SU Multi-Value Attributes table

TASK00049970

CHG00017682

Configuration Management

Enhancement Add 'Class Name' field to the Business Service form

TASK00047889

CHG00017687

Configuration Management

Fix 'Personal Contact Information' option was showing up for Stanford users in the catalog menu tree

INC00237810

CHG00017642

Call Management

Project Releases - Phase 2D

Student Services Migration Release notes - August 30, 2018
Click here to review the Release Notes
Cloud Services (AWS and GCP) Release notes - April 30, 2018
General Update

The value in the field, Requested For, on the Support Request catalog form, is now populated on the fulfiller form. The information icon next to Requested For field displays this person's LDAP information.

Early Billables Release

This Release offers two new cloud services in ServiceNow for simplified ordering and provisioning of AWS and GCP accounts, as well as integration to Oracle eAM. Automated monthly PTA-level billing in Oracle Financials (OF) for these accounts will be released in May 2018, enabling June billing for new accounts requested through ServiceNow in May. The release includes:

  • Cloud Account Management for Amazon Web Services (AWS) for new UIT users only 
  • Cloud Account Management for Google Cloud Platform (GCP) for existing SOM users (~80) and new campus-wide users

AWS and GCP are cloud service platforms, offering compute power, database storage, content delivery and other functionality. 

The two services in ServiceNow are supported by: 

  • New service catalog forms (new/change/delete request) to support the services, supported by workflow 
  • New integration with Oracle for PTAE validation
  • New integrations to facilitate account set-up:
    • AWS: sub-account set-up through mid-tier solution (Nirmata)
    • GCP: manual project setup at this time, including for high-risk and PHI data
  • New web services to facilitate Oracle monthly billing starting June 
  • AMDB (Asset management Data Base) setup in ServiceNow to support billing
  • CMDB modification to sync with AMDB and support the workflow

Cloud Account Management for AWS forms appear below. The same types of forms have been created for Cloud Account Management for Google Cloud Platform (GCP).

The AMDB (Asset Management Data Base) has been turned on and modified to Stanford's needs on behalf of the new billable services. This module facilities the auto-provisioning and billing for billable services. It interfaces with eAM and syncs with CMDB to provide full cycle support. Some changes on the asset record will also be reflected on its companion CI as there is a one-to-one relationship between an AMDB and CMDB record.

The CMDB (Configuration Management Data Base) has been updated with two new infrastructure classes, Data Center and Web Sites. This Data Center class type is related to the two new services offerings being launched as of this release. The Web Sites class will be used shortly by another new service hosted by Acquia.

The CMDB classes have been renamed in the left nav bar from Business Services to Configuration.

In support of these two infrastructure classes, several ITSM forms have been modified with a new field, Configuration Item (CI): Incident, Outage, Problem/Problem Task, Change/Change Task. By design the Configuration Item field was not added to Support Request, the traditional Request forms and Knowledge.


 

Various Other Changes

The type-ahead feature in the CI field now shows the name of the item, the CMDB class to which it belongs, the business unit owning/supporting the CI and the CI status. In fact the CMDB class has been added to many CI list views now that more classes are visible to the fulfiller: service offerings, business functions, data center, websites, approvers and multi-value attributes.


As of the release, the only CIs that will display are those in support of the AWS and GCP services.  Over time as more services make use of the infrastructure CIs, this list will grow.

New ServiceNow roles have been created to ensure a smooth operation and maintenance of the service data and the underlying records in AMDB and CMDB.

A new service role, Alt Operations Owner, has been added to the SU CI Multi-Value Attribute table to be used by service owners. No logic has been applied to this role; at this time it is for record keeping purposes only.

CHG00014446

University Human Resources (UHR) Release notes - April 23, 2018

General Update

Support Requests are now available for IT fulfillers to use for internal request management. This ticket type does not replace Incident or any other established processes. It is merely a lightweight tool for groups to manage requests that do not follow a standard provisioning process.

This additional functionality will help fulfillers request an action by another fulfiller unrelated to an incident, problem, request or change.  Anticipated users of this increased functionality would be IT staff in Tiers 3 and 4 support teams to route requests within or across teams.

Changes to the form include:

  • The Business Function field has been renamed to Function/Service so Service Offerings can now be selected on the Support Request form 
  • Need by date field has been added to the Notes tab


UHR Release

University HR (UHR) has joined the ServiceNow platform! Their data needs and functionality are characterized by the following:

  • New portal domain, Human Resources & Benefits
  • New business functions in the CMDB (36)
  • New users (~60)
  • New groups (14)
  • New catalog request forms (~49)
  • New knowledge bases for HR-specific topics including the addition of article "count" feature (2)
  • Integration with Empyrean, Stanford Benefits provider

Highlights of the Human Resources & Benefits domain:

  • Catalog of items that has a unique focus on HR and benefits questions, information and requests
  • Contact Us information customized to the UHR (University Human Resources)
  • URL shows domain name
  • Customized domain-related quick links upon drill-down
  • Domain-specific announcements now available 
  • Two domain-specific knowledge-bases that support search
  • My Tickets shows additional request status information
  • New My Favorites functionality

The needs of a public user (or non-authenticated users) are addressed. There are different views for the public user from the SUNet authenticated users to ensure a smooth user experience for the two distinct user groups and to secure content to the appropriate audience. Types of public users for this domain are as follows:

  • Supplier or Payee
  • Stanford Retiree
  • Former Stanford employees

Highlights of the public user:

  • A limited catalog of items is open to public users
  • Limited search results, knowledge articles and other catalog items that are available to public users

To support a proper flow of activities, there is a new integration between ServiceNow and Empyrean, the Stanford Benefits Administration system for those tasks that need to be tracked within University HR

CHG00014446

July 2018

ServiceNow Production Changes for R:180719

ServiceNow R:180719 changes applied on 07-06-2018 to 07-19-2018 included [0] New Features, [12] Enhancement(s), [3] Fixes and [0] Patches.

Type Short Description Change Request # SNOW Applications
Enhancement Create FQDB org code assignment rule to auto-assign Incidents to 'FSH Service Desk'

TASK00048585

CHG00017059

Incident Management

Enhancement Automate PTA Verification for both the AWS and GCP New/Change requests

TASK00043565

CHG00017088

Request Management

Enhancement Change workgroup 'ADVSYS' under AS to 'Advancement Systems'

TASK00049119

CHG00017108

Configuration Management

Enhancement Add hyperlink to Story and Defect forms to 'SDLC Process Diagram' web address

TASK00048574

CHG00017174

Agile Development

Enhancement Re-develop scripted API for SoM Service Desk Console Application (Scout)

TASK00046090

CHG00017184

Incident Management/Integration

Enhancement Remove 'Operator Services' CMDB Category

TASK00047670

CHG00017196

Configuration Management

Enhancement Create filter to only allow Open Incidents to be related to a Problem ticket

TASK00047957

CHG00017197

Problem Management

Enhancement Add 'Reporting Group' and logic to 'Report Access' tab to relate support groups

TASK00046161

CHG00017232

Reporting

Enhancement Create 'State' metric definitions

TASK00046753

CHG00017233

Reporting

Enhancement Add warning message upon retirement of Service Offering if related items

TASK00046246

CHG00017244

Configuration Management

Enhancement Modify Defect 'SDLC Status' workflow status to mimic Story workflow

TASK00048572

CHG00017290

Agile Development

Enhancement Create metric for all 'Service Changes' during the lifecycle of an Incident

TASK00047169

CHG00017315

Reporting

Fix Additional Comments on Support Request are not sending notifications to 'Requested by' once resolved

INC00291642

CHG00017089

Request Management

Fix Preferred contact method on Incidents are displaying email addresses along with Email and Phone options

INC00319123

CHG00017181

Incident Management

Fix Pick-List for 'Building Address' on SoM Catalog Item pulling too many values

INC00312919

CHG00017291

Request Management

ServiceNow Production Changes for R:180705

ServiceNow R:180705 changes applied on 06-22-2018 to 07-05-2018 included [0] New Features, [10] Enhancement(s), [4] Fixes and [0] Patches.

Type Short Description Change Request # SNOW Applications
Enhancement Call Record Enhancement/Remove 'Save' button for new Call and add 'Create Incident' button

TASK00044704

CHG00016794

Call/Incident Management

Enhancement Request form changes - Add Preferred contact method, Email and Phone number fields to copy appropriately from Call record

TASK00044691

CHG00016815

Call/Request Management

Enhancement Call record form changes - Add Preferred contact method, Email, Phone number and 'Opened by Business unit' (hidden) and 'Opened by department' (hidden) fields. Remove Alternate contact, KCS solution and Primary affiliation

TASK00044692

CHG00016815

Call

Enhancement Incident form changes - Add Preferred contact method, Email and Phone number fields to copy appropriately from Call record

TASK00044679

CHG00016815

Call/Incident Management

Enhancement
Support Request Form changes - Add Preferred contact method, Email and Phone number fields to copy appropriately from Call record

CHG00016815

Call/Request Management

Enhancement Modify SoM catalog item 'Activate a Network Port' building location text field to be pick list so users can select the building location from a list defined by SoM

TASK00043483

CHG00016813

Request Management

Enhancement Modify Support Request record producer to include IT  Service Offerings

TASK00045964

CHG00016715

Request Management

Enhancement Update website address list on "Create Group/Department Website on Stanford Sites" catalog item

TASK00046827

CHG00016643

Request Management

Enhancement Hide 'Create or Join Chat Room' on Call record

TASK00046282

CHG00016641

Call

Enhancement Add UIT Healthcare Account team to change approvals when SHC/SCH selected as impacted org

TASK00024684

CHG00016730

Change Management

Fix Guests using deep links for incidents are having them route to UIT Triage and not service offering defined Tier 1

INC00294319

CHG00016686

Incident Management

Fix Short description and description not mapping to appropriate fields when converting Call to Incident

INC00311098

CHG00016875

Call/Incident Management

Fix Sync State and Incident State on Closed state

INC00221663

CHG00016751

Incident Management/Core Reporting

Fix SC2-SNOW integration failing because of CI changed in the New AWS catalog item

INC00310402

CHG00016842

Request Management/Integration

June 2018

ServiceNow Production Changes for R:180621

ServiceNow R:180621 changes applied on 06-08-2018 to 06-21-2018 included [0] New Features, [7] Enhancement(s), [3] Fixes and [1] Patches.

Type Short Description Change Request # SNOW Applications
Enhancement Add Paging Services catalog items to production

TASK00042756

CHG00016402

Request Management

Enhancement Renumber variables on the "Public User Fields" variable set to display in order on Support Request

TASK00046844

CHG00016545

Request Management

Enhancement Modify ServiceNow Scripted REST API for CRC to include RITM and TASK number

TASK00044093

CHG00016385

Integration

Enhancement Remove 'Service' from being mandatory on the RITM of Requests

TASK00045219

CHG00016286

Request Management

Enhancement Associate 'it-services-alerts@lists.stanford.edu' email address to the UIT business unit on the outage form so outage emails can be sent there

TASK00046374

CHG00016392

Incident Management/Outage 

Enhancement Rename workflow stages for 'Build A Meeting Room' Catalog Item

TASK00045333

CHG00016371

Request Management

Enhancement Create and move GSB laptop support Catalog Items to production

TASK00039177

CHG00016237

Request Management

Fix User criteria not working for 'Create Group/Department Website on Stanford Sites' catalog item

INC00289841

CHG00016464

Request Management

Fix Resolve performance issue for SUSI application API with a one time data dump

INC00287998

CHG00016423

Integration

Fix Accessibility issues when submitting incident from portal as 'guest'

INC00193439

CHG00016387

Incident Management

Patch ServiceNow Patch to avoid issue after upgrade to Kingston

N/A

CHG00016185

Core

ServiceNow Production Changes for R:180607

ServiceNow R:180607 changes applied on 05-25-2018 to 06-07-2018 included [0] New Features, [11] Enhancement(s), [3] Fixes and [0] Patches.

Type Short Description Change Request # SNOW Applications
Enhancement Modify LDAP API to only retrieve recently updated user records

TASK00040874

CHG00015863

Core

Enhancement Add ADVSYS workgroup to picklist

TASK00043448

CHG00015892

Core

Enhancement Add Cable TV form to IT Catalog

TASK00044468

CHG00015965

Request Management

Enhancement Change "Fix Something" to "Report a Problem" on Portal

TASK00044472

CHG00016032

Incident Management/Portal

Enhancement Modify universal Stanford footer to comply with GDPR regulations

TASK00044471

CHG00016034

Portal

Enhancement Add link to portal from fulfiller view

TASK00041851

CHG00016086

Portal

Enhancement Reroute "Request a Slack Consultation (SoM)" to external URL

TASK00044168

CHG00016087

Request Management

Enhancement Add new table and catalog client script to validate websites on "Create Group/Department Websites on Stanford Sites"

TASK00042354

CHG00016117

Request Management

Enhancement Modify universal Stanford footer to adjust according to device screen size

TASK00044995

CHG00016122

Mobile/Portal

Enhancement Add "Request Card Reader Repair" Catalog Item

TASK00044685

CHG00016148

Request Management

Enhancement Add a Related List called "RITMs" to Asset screen to associate RITMs to Asset

TASK00043999

CHG00016164

Asset Management

Fix Alignment issues on mobile UI HR and Finance domain home 

INC00276543

CHG00015910

Mobile/Portal

Fix CI is lost during login when following the Get Help "Login" link

INC00283280

CHG00016169

Incident Management

Fix Duplicate incident records appearing in Task extended tables

INC00283613

CHG00016171

Incident Management

May 2018

ServiceNow Production Changes for R:180524

ServiceNow R:[number] changes applied on 05-11-2018 to 05-24-2018 included [0] New Features, [6] Enhancement(s), [8] Fixes and [1] Patches.

Type Short Description Change Request # SNOW Applications
Enhancement Add ADVPS project information to support Jira integration

TASK00043956

CHG00015839 Support Request/Incident 
Management/Jira
Enhancement Display close notes on portal under 'My Tickets'

TASK00040930

CHG00015877 Portal
Enhancement Add users to Build-A-Meeting Room workflow to approve

TASK00043358 

CHG00015833 Request Management
Enhancement Update "Report an accessibility issues"  links to open in new browser tab/window

TASK00040873

CHG00015655 Portal
Enhancement Update logic for when a Jira ticket (created from an incident task), is closed before a CR is created

TASK00040409

CHG00015643 Change Management/Jira 
Enhancement Update AWS confirmation email to change Patient Health Information (PHI) to Protected Health Information

TASK00042447

CHG00015515 Request Management
Fix Retired knowledge articles appearing in portal 

INC00268367

CHG00015876 Portal/Knowledge Management
Fix Content item reroutes not working correctly from 'view all results' generating blank ServiceNow tickets

INC00262636

CHG00015808 Request Management/Portal
Fix Duplicate values displaying in call record related tasks

INC00239894

CHG00015754 Call/Request Management
Fix Links to Request forms and KB articles in Finance & Payroll and HR domain pages are not working in SNOW Portal Mobile View

INC00264003

CHG00015681 Portal/Mobile View
Fix Deactivate Scheduled job (university ids)

None

CHG00015619 Core
Fix UHR forms coming in blank where employee name variable is listed

INC00266891

CHG00015652 Request Management
Fix FMS inbound action is not processing emails if there are any cap letters in any of the FMS participant email addresses

INC00267630

CHG00015541 Request Management
Fix New AWS request shows master account number as blank

INC00264156

CHG00015521 Request Management
Patch ServiceNow Quarterly Patching (Q2-2018) 

None

CHG00015477

Core
ServiceNow Production Changes for R:180510

ServiceNow R:[number] changes applied from 04-27-2018 to 05-10-2018 included [0] New Features, [6] Enhancement(s), [11] Fixes and [0] Patches.

Type Short Description Change Request # SNOW Applications
Enhancement

SUSI application integration to extract Minimum Security Standards Temporary Exception Request data from ServiceNow

TASK00014616

CHG00015393 Request Management
Enhancement

Move "View all Favorites" link to the top of the menu instead of the bottom in "My Favorites" dropdown menu

TASK00040881

CHG00015381 Portal
Enhancement

Custom catalog item 'Request Purchase Requisition' for UIT Vendor Management

TASK00028728

CHG00015416 Request Management
Enhancement

Build business service and function relationship on Support Request (Maintain Support Request Items) and remove mandatory fields 

TASK00035126

CHG00015411 Request Management
Enhancement

Add SMARTS address to notifications for emergency and expedited changes  

TASK00039208

CHG00015339 Incident Management
Enhancement

Add a new field called 'QA resource' to the story and defect forms

TASK00039692

CHG00015340 SDLC/Agile Development
Enhancement

Add 'Related support request' tab to change request form and add 'Related changes' to support request form

TASK00039163

CHG00015284 Change Management/ Request Management
Enhancement

Modify support request notifications to align description field header and lines in between comments 

TASK00033453

CHG00015219 Request Management
Enhancement

AWS custom notification - update variable in the custom notification to map to RITM variables 

TASK00041981

CHG00015338 Request Management
Enhancement

Add UI Action 'Add to Update Set' to be used by developers to capture more records in update sets

None

CHG00015111 Core
Enhancement

Do not override phone number and email field on incident form if submission is from a guest but reported by gets updated with appropriate SU affiliate 

TASK00041240

CHG00015233 Incident Management
Enhancement

Update asset attribute names in ServiceNow Asset Management (AMDB) for GCP 

TASK00041488

CHG00015140 Request Management
Fix

Emails sent to finhelp@stanford.edu coming in to ServiceNow generating duplicate tickets - one a SR assigning it to FMS and also an incident assigning it to SoE

INC00262443

CHG00015413 Incident Management/ Request Management
Fix

Emails sent to finhelp@stanford.edu coming in to ServiceNow generating duplicate tickets - one a SR assigning it to FMS and also an incident assigning it to SoE

INC00262443

CHG00015413 Incident Management/ Support Request
Fix

Users unable to create enhancement requests via Jira integration from support requests 

INC00255172

CHG00015302 Request Management/Jira
Fix

Type ahead for function/service not working for support requests and knowledge

INC00259300

CHG00015309 Request Management/ Knowledge
Fix

Closed support requests allowing state to be changed

INC00235861

CHG00015196 Request Management
Fix

Support requests coming in without associated business service/function and assignment group pre-populated

INC00257432 and INC00251887​

CHG00015197 Request Management
Fix

Authentication not passing through to catalog items (requests and support requests) so forms displaying blank when coming in with direct link

INC00242671

CHG00015195 Request Management
Fix

Emails sent to incident-services@stanford.edu or request-services@stanford.edu generating duplicate tickets and assigning the support request to FMS and the incident to SoE

INC00257000

CHG00015198 Request Management/ Incident Management
Fix

Requested For not populating when a support request is submitted from the portal

INC00237893

CHG00015127 Request Management
Fix

FMS emails not all generating support requests and SoE receiving incidents generated from SoE affiliates who sent emails to finhelp@stanford.edu

INC00225278 and INC00226953

CHG00014804 Request Management/ Incident Management
Fix

When entering a GCP asset from the fulfiller view, the default expenditure type is blank on the PTA tab, should be pre-populated with 58325

INC00237823

CHG00015099 Request Management

April 2018

ServiceNow Production Changes for R:180426

ServiceNow R:[number] changes applied from 04-13-2018 to 04-26-2018 included [0] New Features, [6] Enhancement(s), [11] Fixes and [0] Patches.

Type Short Description Change Request # SNOW Applications
Enhancement

Instructure email for GSB - Formatting and text changes 

TASK00040821​

CHG00014893 Portal/Incident Management
Enhancement Catalog item updates moved to production - Grant Access to Shared Network Drive (SoM)

TASK00032667

CHG00014796 Request Management
Enhancement TechBar application - Modification to time format

TASK00037697

CHG00014778 Incident Management
Enhancement Catalog item updates moved to production - Order Computer Hardware Peripherals (SoM)

TASK00032666

CHG00014797 Request Management
Enhancement

Catalog item moved to production - Request a Slack Consultation (SoM)

TASK00039390

CHG00014837 Request Management
Enhancement Deploy sc2 war into production environment for AWS configuration

None

CHG00014839 Core
Fix Support Request Tasks stuck in status of assigned but active = false

INC00226337

CHG00015001
CHG00014937
Request Management
Fix New AWS, Change AWS, New GCP, Change GCP request forms - HTML code displaying in Internet Explorer only in the Enter Valid PTA section

INC00238363

CHG00014991 Request Management 
Fix If a Public User or Guest is listed in Reported by field of an incident and they submit a reply, the Assigned To is not receiving email notifications​

INC00225602​

CHG00015000 Incident Management
Fix

Log-in prompt missing from the incident submission form on the portal

INC00240847​

CHG00014984 Portal/Incident Management
Fix Checking the 'secure flag' button is not securing Support Requests

INC00237898​

CHG00014939 Request Management
Fix Global list and list views were reset to sort in alpha order instead of personalized settings

INC00203074

CHG00014931 All
Fix "Guest" tickets submitted from incident portal not populating first and last name of user in incident record

INC00238365​

 

CHG00014932 Incident Management
Fix Replace sc2config.properties file in PRD environment and restart tomcat​

None

CHG00014902 Core
Fix Tasks unable to be generated off of Support Requests

INC00237012

CHG00014868 Request Management
Fix Remove 'new' buttons allowing for orphaned tasks to be created and clicking 'save' on Jira integration creates SDLC ticket

INC00231170

CHG00014826 Request Management
Fix Guest email address unable to be updated when Support Request generated from call

INC00211643

CHG00014670 Call/Request Management
ServiceNow Production Changes for R:180412

ServiceNow R:[number] changes applied from 03-30-2018 to 04-12-2018 included [1] New Features, [1] Enhancement(s), [1] Fixes and [0] Patches.

Type Short Description Change Request # SNOW Applications
New Feature When an incident is in a state of “awaiting user info” and the Reported by replies, state now changes to “active”

TASK00038518

CHG00014668 Incident Management
Enhancement Remove “Configuration by Category” from the navigation menu

TASK00038727

CHG00014649 Core
Fix Finance knowledge workflow - articles selected to retire are not routing for retirement approval

INC00215926

CHG00014574 Knowledge Management

March 2018

ServiceNow Production Changes for R:180329

ServiceNow R:[R:180329] changes applied from 03-16-2018 to 03-29-2018 included [0] New Feature, [8] Enhancement(s), [9] Fixes and [0] Patches.

Type Short Description Change Request # SNOW Applications
Enhancement New field on group form for Incorta reporting- Adds a Report Access related list on the Group form to allow assignment of Support/Reporting of groups. Prevents Reporting groups from relating any other groups to itself.

TASK00035616

CHG00014281 Reporting
Enhancement Modified the mailing lists for P1 and P2 incident notifications to avoid duplication of high priority incidents.

TASK00038334

CHG00014279 Incident Management
Enhancement Scripted ServiceNow API for UIT TCG group to return any ticket under TCG group that is still not closed/done.

TASK00028708

CHG00014227 All
Enhancement Add “please include your ticket number” message onto the feedback widget in order to properly match feedback submitted through the widget to a ticket.

TASK00037680

CHG00014197 Portal
Enhancement Update “Additional website owner(s)” field on the Acquia "Create Group/Department Website on Stanford Sites" request form to include the SUNet ID of the owner is order to distinguish the correct one.

TASK00034837

CHG00014184 Request Management
Enhancement Modify the fields on the “Get Mobile Device Purchasing Assistance” request form for the UIT Admin Team.

TASK00035448

CHG00014149 Request Management
Enhancement Email to Support Request for FMS for buyandpay@stanford.edu

TASK00036109

CHG00014052 Request Management
Enhancement Enhancement to Instructure custom notification for GSB

TASK00025306

CHG00014056 Incident Management
Fix Resolved email notifications for priority 2 incidents, sent again when state = closed

INC00217388

CHG00014288 Incident Management
Fix New AWS, Change AWS, New GCP, Change GCP forms have HTML code displaying in the Enter Valid PTA section when using Internet Explorer only

INC00238363

CHG00014991 Portal/Request Management
Fix IT knowledge workflow not allowing for instant retirement.

INC00203618

CHG00014194 Knowledge Management
Fix IT knowledge workflow fix to prevent clicking save button instantly retiring an article.

INC00207090

CHG00014141 Knowledge Management
Fix FMS inbound action creates SRs even when email is not coming from one of the FMS email addresses

INC00214608

CHG00014113 Request Management
Fix Incident form shows Phone number = undefined

INC00210868 & INC00207716

CHG00014039 Core
Fix Duplicate values displaying in the call/related tasks section

TASK00036046

CHG00014057 Call
Fix End-user notification should be from SHC for mirrored Incidents between UIT-SHC

INC00184350

CHG00013890 Incident Management
Fix Users without ITIL licenses are not able to add comments on Support Requests on the portal

INC00208776

CHG00014068 Portal/Request Management
ServiceNow Production Changes for R:180315

ServiceNow R:180315 changes applied from 03-02-2018 to 03-15-2018 included [1] New Feature, [6] Enhancement(s), [6] Fixes and [2] Patches.

Type Short Description Change Request # SNOW Applications
New Feature Provide ITIL fulfillers with a “Fulfiller Login” link from the main portal page (services.stanford.edu) under the “Hello, Fulfiller” header in the top right hand corner to allow fulfillers to log in to the back-end easily from the portal

TASK00035357

CHG00013537 Portal
Enhancement Make the Acquia inbound action condition a property that would be variable based on the environment it is loaded into to allow for testing and training.

TASK00035263

CHG00013641 Acquia/Drupal/Workflow
Enhancement Move custom catalog item “Sign up for Stanford ID Card Swap” into production for UIT Card Office team.

TASK00033882

CHG00013594 Request Management
Enhancement Move custom catalog item “Build a Website with Stanford Web Services (SWS)” for the UIT Web Services team.

TASK00030675

CHG00013592 Request Management
Enhancement Update inbound action for soeithelp@stanford.edu to capture the reported by email content to additional comments instead of work notes for FDW and NEW emails..

TASK00034357

CHG00013517 Request Management
Enhancement Update the Website title field on the “Create Group/Department Website on Stanford Sites” catalog item to allow spaces and hyphens and special character like ampersand

TASK00034790

CHG00013552 Request Management
Enhancement Secure attachments on secured incidents so they are only visible to assignment group the incident is assigned to

TASK00034605

CHG00013483 Request Management
Fix Fix bug that allowed users to hover over the info i icon in the list view over requests and support requests and see attachments on secured requests.

INC00197037

CHG00013483 Request Management
Fix Work in Progress tickets in the ‘My Tickets’ section of the portal displaying under the breadcrumb Home > Closed Tickets > Ticket details - should be Home > Open Tickets > Ticket details.

INC00197511

CHG00013870 Portal
Fix New incidents coming in from the OOD/SAA web service are not initially being marked as secure

INC00206646

CHG00013871 Incident Management
Fix Remove bug that allows users to make updates on Support Request Tasks after they are closed

INC00194665

CHG00013563 Support Requests
Fix Remove the “Human Resources” domain from the services.stanford.edu portal page displaying under the Stanford Services & Support logo > Home that inadvertently got brought in

INC00207722

CHG00013756 Portal
Fix Users without an ITIL license unable to drill in and view their open non-secured Support Requests in their “My Tickets” from the portal - error message “Requested record not found” displays

INC00203004

CHG00013548 Portal
Fix Quarterly patching (Q1-2018) to update to Istanbul Patch 10b to address security issues CHG00013141 Platform Security
Fix Patch applied by vendor, ServiceNow to improve security on our instances CHG00013779 Platform Security
ServiceNow Production Changes for R:180301

ServiceNow R:[number] changes applied on 03-01-2018 included [0] New Feature, [4] Enhancement(s), and [2] Fixes.

Type Short Description Change Request # SNOW Applications
Enhancement
  1. Updated Inbound Email Action "SU - Create Incident"
  2. Added entries to lookup table "SU - Group Assignment Lookups" [
  3. Configure Mailing lists:

From: TASK00030355 - ServiceNow - General Request for: Vesna Siracevska (IRDS - Email to Incident)

CHG00012057 Platform / Email
Fix AS Built: NO NOTES PROVIDED BY DEVELOPMENT.

From: JIRA - FSN-386 - I do not see my assigned tickets in service now.

CHG00013082 Incident Management
Enhancement Update Support Request reopened notification email to go to assigned to and manager

TASK00035153 - Update request notification email to go to assigned to and manager - not assignment group members)

CHG00013116 Notification / Email
Fix Configured "Incident" ACLs

INC00199192 - Incidents & Support Requests are able to be reopened

CHG00013430 Platform Security
Enhancement Updated Workflow in DEV

TASK00034949 Acquia form updates

CHG00013378 Acquia/Drupal/Workflow
Enhancement
  1. Created ACL to prevent changes to list view of Condition field
  2. Added field label Viewable by to form to apply selectable choices of user friendly nomenclature
  3. Created UI Policy to hide Viewable by field on form
  4. Updated dictionary entries for Condition and Viewable by fields

TASK00033761 User friendly Quick Link condition values

CHG00013354 Platform Security
Last modified October 2, 2018