Release Notes

7.21.0 Release Notes June 4th, 2019

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7.20.0 Release Notes May 25th, 2019

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7.19.0 Release Notes May 21st, 2019

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7.18.0 Release Notes May 7, 2019

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7.17.0 Release Notes April 20th, 2019

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7.16.0 Release Notes April 9th, 2019

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7.15.2 Release Notes April 1st, 2019

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7.15.1 Release Notes March 27, 2019

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7.15.0 Release Notes March 26, 2019

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7.14.0 Release Notes March 13, 2019

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7.13.0 Release Notes March 2, 2019

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7.10.0 Release Notes January 9, 2019

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7.9.0 Release Notes December 19, 2018

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7.8.0 Release Notes December 5, 2018

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7.7.0 Release Notes November 21, 2018

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7.6.0 Release Notes November 3, 2018

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7.5.0 Release Notes October 24, 2018

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7.4.1 Release Notes October 19, 2018

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7.4.0 Release Notes October 10, 2018

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7.3.0 Release Notes September 26, 2018

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7.2.0 Release Notes September 12, 2018

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7.1.0 Release Notes August 29, 2018

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7.0.0 Release Notes August 4, 2018

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6.16.0 Release Notes July 18, 2018

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6.15.0 Release Notes July 03, 2018

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6.14.0 Release Notes June 20, 2018

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6.13.0 Release Notes June 6, 2018

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6.12.0 Release Notes April 28, 2018

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6.11.0 Release Notes April 25, 2018

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6.10.0 Release Notes April 11, 2018

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6.9.1 Release Notes April 4, 2018

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6.9.0 Release Notes March 28, 2018

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6.8.0 Release Notes March 14, 2018

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6.7.1 Release Notes March 7, 2018

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6.7.0 Release Notes February 28, 2018

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6.6.0 Release Notes February 3, 2018

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6.5.0 Release Notes January 31, 2018

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6.4.0 and 6.4.1 Release Notes January 17, 2018

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6.3.0 Release Notes January 3, 2018

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6.2.0 Release Notes December 20, 2017

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6.1.0 Release Notes December 6, 2017

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6.0.1 Release Notes November 22, 2017

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6.0.0 Release Notes November 10, 2017

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5.7.0 Release Notes September 27, 2017

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5.6.0 Release Notes September 6, 2017

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5.5.0 Release Notes August 23, 2017

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5.4.0 Release Notes August 5, 2017

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5.3.0 Release Notes June 14, 2017

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5.2.0 Release Notes June 7, 2017

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5.1.0 Release Notes May 31, 2017

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5.0.1 Release Notes May 24, 2017

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5.0.0 Release Notes May 5, 2017

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4.10.0 Release Notes March 22, 2017

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4.9.0 Release Notes March 8, 2017

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4.8.0 Release Notes February 22, 2017

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4.7.0 Release Notes January 28, 2017

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4.6.1 Release Notes December 21, 2016

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4.6.0 Release Notes December 14, 2016

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4.5.1 Release Notes November 23, 2016

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4.5.0 Release Notes November 10, 2016

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4.4.0 Release Notes October 19, 2016

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4.3.0 Release Notes October 5, 2016

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4.2.0 Release Notes September 21, 2016

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4.1.0 Release Notes September 7, 2016

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4.0.1 Release Notes August 16, 2016

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4.0.0 Release Notes August 13, 2016

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3.28.0 Release Notes June 15, 2016

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3.27.0 Release Notes May 7, 2016

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3.26.0 Release Notes April 20, 2016

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3.25.0 Release Notes March 23, 2016

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3.24.0 Release Notes March 9, 2016

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3.23.0 Release Notes February 24, 2016

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3.22.0 Release Notes February 10, 2016

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3.21.2 Release Notes February 3, 2016

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3.21.1 Release Notes February 1, 2016

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3.21.0 Release Notes January 29, 2016

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3.20.0 Release Notes January 27, 2016

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3.19.0 Release Notes January 20, 2016

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3.18.0 Release Notes January 8, 2015

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3.17.0 Release Notes December 22, 2015

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3.16.0 Release Notes December 9, 2015

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3.15.0 Release Notes December 9, 2015

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3.14.1 Release Notes November 29, 2015

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3.14.0 Release Notes November 18, 2015

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3.13.0 Release Notes October 28, 2015

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3.12.0 Release Notes October 10, 2015

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3.11.2 Release Notes September 30, 2015

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3.11.1 Release Notes September 23, 2015

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3.11.0 Release Notes September 23, 2015

Starting with the 3.11.0, our release notes are now published in the ServiceNow Knowledge Base. The 3.11.0 release notes are here.

3.10.1 Release Notes August 27, 2015

FIXES

This release contains one item, a fix for an issue that developed after the release of 8/26/2015. 

Priority not correctly calculated for submissions from self service form

This was a minor fix to an issue where Priority is not correctly calculated on incidents submitted through the self service form.

3.10.0 Release Notes August 26, 2015

WHAT'S NEW

Among highlights in this release are an update to the self-service portal and a change in how priority is calculated in incidents.

Service Management Portal

The self-service portal has been updated to the vendor’s latest “Service Management Portal” framework.

Automatic Incident Priority Calculation

Incident priority will be automatically calculated by impact and urgency. Priority can no longer be manually picked. Please review the Knowledge Base article, "Incident Impact, Urgency, and Priority Guide" at https://berkeley.service-now.com/kb_view.do?sysparm_article=KB0010891

Affected Service Selection Via Self-Service Portal

Customers can now select an affected service when opening an incident via the self-service portal. 

Customer Satisfaction Survey Rule Updates

Customer satisfaction surveys will not be sent for participating organizations when incidents are converted to service requests.

Generic IT Request

A new service catalog item has been created to facilitate onboarding the first IS&T cohort. The Generic IT Request catalog item will allow generic service requests to be fulfilled via the service request mechanism instead of incident management.

“Order Generic Request” Button

A new button has been added to the incident form for participating groups which links to the “Generic IT Request” found in the service catalog.

Generic Computer Request

A new service catalog item has been created to coordinate new computer order requests from CSS-IT.

Watch List Selection Via Self-Service Portal

Additional individuals can be added to an incident “watch list” via the self-service portal to support feature parity with the existing CSS-IT web form.

Incident “Related Search Results”

Related knowledge base articles and service catalog entries are displayed for incidents when viewed by support personnel.

ServiceNow Group Membership Changes

New service catalog items have been created to facilitate adding and removing users from ServiceNow groups.

3.9.1 Release Notes August 5, 2015

Fixes

This release contains one item, a fix for an issue that developed after the vendor patching on 8/1/2015. 

Cannot create new Knowledge Base article

Change to permissions on Knowledge Base authoring in the recent vendor patch (Fuji Patch 6) broke the local authoring workflow to create a new article. This is fixed in this update.

3.9.0 Release Notes August 1, 2015

WHAT'S NEW

Quarterly patching

The theme of this release is ServiceNow quarterly patching; this quarter we are updating to Fuji Patch 6 from Fuji Patch 1. There are no new features in this release. Some minor fixes are included to support the patching.

3.8.0 Release Notes July 15, 2015

WHAT'S NEW

Enable multi-provider Single Sign On (SSO)

Currently access to ServiceNow is via UC Berkeley CalNet credentials only. We are enabling this feature to support InCommon authentication and authentication from other campuses using those campuses’ credentials as the need arises.

Clean campus location data

The ServiceNow team maintains a database of official Berkeley campus locations. We are removing duplicate and non-UC Berkeley locations, and we will also update user records and incidents with the corrected data.

Reactivate previously expired users

We had previously implemented a feature that inactivated users in ServiceNow when they were expired in the campus directory. We are now checking for these users to see if they are added back to the directory and re-activating them in ServiceNow.

Fixes

Fix spurious internal logging error

Fixes an issue where email from an unknown user creates error messages in system logs from our mail loop detection application. 

3.7.0 Release Notes July 1, 2015

WHAT'S NEW

Asset Management for CSS IT

Enabling the Asset Management application for the CSS IT P&P team. This change will also activate the Configuration application for all ITIL users, for visibility into the CMDB for Configuration Items created from Asset Management.

Setting all campus user’s’ company value to "UC Berkeley"

Users imported from the campus directory will have their company set to “UC Berkeley”. This setting will be used for future automation and reporting.

Fixes

“Create Incident” button from the Knowledge Base doesn’t work

Fix enables creating a new incident from any Knowledge Base document.

Knowledge Base ACL issues

This fix resolves two issues.: First, a Knowledge Base owner was not able to create a new category. Second, some Knowledge Base fields were not editable by Knowledge Base owners and managers.

3.6.0 Release Notes June 17, 2015

WHAT'S NEW

Prevent potential email loops from watch list addresses

Known service account addresses will be automatically removed from the watch list when added.

Knowledge base article attachment to incident

Knowledge base article attachment to incident now includes a link to the article in the knowledge base instead of the full article text.

Fixes

Empty comments added to child incidents

Empty comments are no longer added to child incidents when parent work notes are updated. This fixes an issue introduced in version 2.11.0.

Incident activity shows incorrect status

The incident activity feed shows ‘status’ changes instead of ‘incident status’. This fixes an issue that was introduced in release 2.7.0.

3.5.0 Release Notes June 3, 2015

WHAT'S NEW

ADD REPORTING FEATURE FOR ALL WORKERS IN SERVICENOW

All ServiceNow users now have access to the Reports application.

ENABLE TEST MANAGEMENT APPLICATION

This plugin adds functionality for the ServiceNow QA team to manage testing within the platform.

UPDATE SERVICENOW GROUP

Rename and update the ServiceNow assignment group to reflect recent organizational changes. “CSS-IT ServiceNow Team” is being renamed to “ServiceNow Team”.

MIGRATE TO NEW FUJI KNOWLEDGE V3

Knowledge v3 (new in Fuji) is a significant upgrade, including improvements in the authoring and publishing workflow and the KB presentation, among other features. Existing content will be maintained and migrated to the new structure as part of this release.

CREATE A PUBLIC KB FOR THE SERVICENOW TEAM

This public-facing KB will be used by the ServiceNow team to publish how-to articles for ServiceNow.

DISABLE GROUP MANAGER’S ABILITY TO ADD MEMBERS TO GROUP

In order to improve user license management, we are removing the group manager's ability to add and remove members to their groups. Requests for group membership changes can be sent to <servicenow-support@berkeley.edu>.

Fixes

FIX MANAGEMENT OF CC’S FROM CSS WEBFORM

ServiceNow will now correctly add CC’s to incidents created from the CSS-IT webform.

3.4.0 Release Notes May 27, 2015

WHAT'S NEW

This is a small, off-cycle release to support the integration of the Campus Library Millennium web form. Development work that provides the necessary web form functionality was previously added in the 3.2.0 release.

The following two tasks will be completed during this release:

Set configuration for Library web form inbound email

Create new assignment group for Library web form inbound email

3.3.0 Release Notes May 30, 2015

There are no bug fixes in this release; we have one new feature and additional options for one of our applications.

WHAT'S NEW

Email loop detection

Adding mail loop management which will be managed by the ServiceNow administrator. Potential email loops are detected and an incident record is created and assigned to the ServiceNow team. General thresholds for email loop detection can be configured in ServiceNow both globally and on a per-user basis.

Adding additional indicators for Performance Analytics

Adding additional automatic indicators to the Performance Analytics application.

3.2.0 Release Notes April 29, 2015

Several changes have been made to support the Production Control Shared Services Center (PCSSC) onboarding scheduled for Thursday, April 30, 2015. Four of these changes are global.

Global Changes

Remind customers that access to ServiceNow requires CalNet credentials

When a customer notification contains a link to view their incident in ServiceNow, the disclaimer "CalNet Authentication Required" will be displayed.

Add Priority to internal notifications

Internal communications to staff will now include Incident priority.

Add email CC’s to incident watch list

CC’s on incoming email will be added to the incident watch list.

CSS ServiceNow Launch Message

A message has been removed from email notifications when a campus affiliate opens an incident for the first time.

PCSSC Specific Changes

Create PCSSC Configuration Items (CIs)

Adding PCSSC specific CIs.

PCSSC Control-M Integration

There are two components to this change. First there is an API integration with xMatters for wwControl-M flow through xMatters to ServiceNow. Secondly, changes made so that Control-M can create new incidents in ServiceNow directly. New incidents from either method will be auto assigned to a PCSSC group.

Notification updates for PCSSC

Update notifications so that customer communication for PCSSC reflects their contact information.

Incident “Resolved” notifications for PCSSC team leads

When an incident assigned to PCSSC staff, a notification will be sent to the team lead when the incident is resolved.

PCSSC groups added to ServiceNow

PCSSC users and groups added to ServiceNow.

PCSSC xMatters integration default assignment group

PCSSC xMatters integration default assignment group updated.

PCSSC SLAs

SLAs updated for PCSSC. Architectural changes made to support re configuring SLAs as needed.

Fixes


There are no bug fixes in this release.

3.1.0 Release Notes April 22, 2015

What's New

CSS-IT Security Incident Routing

Certain incidents from campus security will be automatically prioritized.

LDAP Metadata Sync

Department and affiliation metadata will now be synced nightly alongside user data.

Incident watch list change logging

Incident watch list changes are now available in the activity log.

Campus Affiliation Changes

Users will be moved to an inactive status in ServiceNow when their corresponding campus account expires.

Departmental Account Changes

User records for known departmental accounts have been disabled to avoid email loops. The accounts can be re-activated on an as-needed basis. Please contact <servicenow-support@berkeley.edu> for further information.

Friendly CalNet IDs

Users with multiple CalNet IDs will now display their “friendly” CalNet ID on user records.

Fixes

Work Notes Notification

The subject for internal “Work Notes Updated” email notifications will now include the incident number in the subject. This corrects an issue that was introduced in version 2.1.0.

LDAP Affiliation CN Field

LDAP affiliation records now contain common name (CN) for matching during the import/transform process. This fixes an issue that was introduced in version 3.0.1.

CSS-IT VIP Classification

CSS-IT VIPs who submit incidents via the CSS-IT webform will be prioritized correctly. This fixes an issue that was introduced in version 1.5.0.

3.0.2 Emergency Release Notes, April 3, 2015

This release is focused on fixes discovered after the upgrade to Fuji; no new functionality is being added.

Fixes

Redirection from CSS webforms
Fixes an issue where links to my incidents on the the ServiceNow portal will instead redirect the users to the ESS site without authenticating to ServiceNow.

Cannot create new knowledge base article
Fixes an issue for staff with access to create new knowledge base articles. The error message "Data Policy Exception: Knowledge base is mandatory" was displayed and the new article was not created.

Cannot create new knowledge base article via knowledge submission
Fixes an issue when attempting to create a new knowledge base submission that displays the error "Data Policy Exception: Knowledge Base is mandatory" even though the article is created.

Release Notes March 4, 2015

WHAT’S NEW
Improved management of integrated systems configuration
Internal users will not be able to update a user’s primary email address if the “Machine” property is checked. This will limit potential email integration issues with other campus automated systems.

Email CC Processing
Email CCs that correspond to a ServiceNow user with the “Machine” property checked will not be processed for incident watch list additions. Email CC processing is currently disabled globally.

Task-Outage Relationship Plugin
The “Task-Outage Relationship” plugin has been installed for evaluation and testing. The plugin has been disabled for all users associated with the evaluation.

Service Portfolio Management Plugin
The “Service Portfolio Management” plugin has been installed for evaluation and testing. The plugin has been disabled for all users not associated with the evaluation.

On-Call Scheduling Plugin
The “On-Call Scheduling” plugin has been installed for evaluation and testing. The plugin has been disabled for all users not associated with the evaluation.

IT Governance, Risk and Compliance (ITGRC) Plugin
The “IT Governance, Risk and Compliance (ITGRC)” plugin has been installed for evaluation and testing. The plugin has been disabled for all users not associated with the evaluation.

Demand Management Plugin
The “Demand Management” plugin has been installed for evaluation and testing. The plugin has been disabled for all users not associated with the evaluation.

SDLC - Scrum Process Pack Plugin
The “SDLC - Scrum Process Pack” plugin has been installed for evaluation and testing. The plugin has been disabled for all users associated with the evaluation.

FIXES

Page Title
The platform title will now display as “Service at UC Berkeley”. This fixes an issue introduced in the 2.0.0 release.

2.12.0 Release Notes

What’s New

Improved management of integrated systems configuration
Internal users will not be able to update a user’s primary email address if the “Machine” property is checked. This will limit potential email integration issues with other campus automated systems.

Email CC Processing
Email CCs that correspond to a ServiceNow user with the “Machine” property checked will not be processed for incident watch list additions. Email CC processing is currently disabled globally.

Task-Outage Relationship Plugin
The “Task-Outage Relationship” plugin has been installed for evaluation and testing. The plugin has been disabled for all users associated with the evaluation.

Service Portfolio Management Plugin
The “Service Portfolio Management” plugin has been installed for evaluation and testing. The plugin has been disabled for all users not associated with the evaluation.

On-Call Scheduling Plugin
The “On-Call Scheduling” plugin has been installed for evaluation and testing. The plugin has been disabled for all users not associated with the evaluation.

IT Governance, Risk and Compliance (ITGRC) Plugin
The “IT Governance, Risk and Compliance (ITGRC)” plugin has been installed for evaluation and testing. The plugin has been disabled for all users not associated with the evaluation.

Demand Management Plugin
The “Demand Management” plugin has been installed for evaluation and testing. The plugin has been disabled for all users not associated with the evaluation.

SDLC - Scrum Process Pack Plugin
The “SDLC - Scrum Process Pack” plugin has been installed for evaluation and testing. The plugin has been disabled for all users associated with the evaluation.

Fixes

Page Title
The platform title will now display as “Service at UC Berkeley”. This fixes an issue introduced in the 2.0.0 release.

Release 2.11.0  February 18, 2015

What’s New

Configuration data supporting the University Library on boarding
Added groups, users, Configuration Items (CIs), notification settings and other configuration data specific to the University Library which is on boarding into ServiceNow on February 19, 2015.

Self Service web form
A web form has been added for reporting incidents via the ServiceNow self-service portal. Incidents submitted via the portal will be assigned to the CSS IT Service Desk.

Fixes

CSS web form submissions
Incidents opened via the Campus Shared Services web form are now processed without internal errors being logged. This fixes an issue introduced in the 2.10.0 release.

Release 2.10.1 FEBRUARY 12, 2015

Fixes

FootPrints Integration
Email updates sent by FootPrints are no longer creating new, separate incidents. This fixes an issue introduced in the 2.10.0 release.

Release 2.10.0 February 11, 2015

What’s New

Updated user affiliation data
Separate fields for affiliation replace the existing "EDU status" field. The properties will be true (checked) when a user has an active status for the type. The campus LDAP service updates affiliation data nightly.

  • A new section, "Affiliations" has been added to the default view of the user form
  • A new role has been added, "data_dpl1_user_affiliation"
  • A new field has been added to the user table, "Affiliation list" which contains the user's current affiliations. This field is read-only to users with the "data_dpl1_user_affiliation" role.
  • A new field has been added to the user table, "Is affiliate"; it is read-only for all users and is automatically calculated from the LDAP import data
  • A new field has been added to the user table, "Is faculty"; it is read-only for all users and is automatically calculated from the LDAP import data
  • A new field has been added to the user table, "Is staff"; it is read-only for all users and is automatically calculated from the LDAP import data
  • A new field has been added to the user table, "Is student"; it is read-only for all users and is automatically calculated from the LDAP import data

Updated department data
Extra metadata is now loaded for departments. The fields “Hierarchy string”, “Level number”, and “Type” have been added to department records. Additionally, users can now filter records based on a specific level.

Department L4 and L5 data
Department level 4 and level 5 strings are now copied to the user record. The values update when a user’s department changes. The campus LDAP service updates department L4 and L5 data nightly.

Default user locations
The user import has been updated to not  add user locations by city. The automatic city population has been disabled to ensure the location database is accurate.

Updated location data
The fields “Alternate name” and “CAAN code” have been added to location records. The new fields can help find locations via most forms. The extra data will be loaded over the next weeks with input from CSS-IT staff and it’s partners.

Email CC processing
Functionality was added to the platform to enable future email CC processing. The existing email CC processing behavior will not change with this release.

Fixes

Display issue for users with only one name
Users that have only one name were displayed with a trailing space. Administrators fixed user display names affected by the issue. This fixes an issue introduced in the 2.5.0 release.

BSM Map
The "BSM Map" module has been removed from the application navigator. This fixes an issue introduced in the 2.0.0 release.

Assignment group reverse lookup
A script was updated to avoid extra logging during assignment group reverse lookup. This fixes an issue introduced in the 2.1.0 release.

Release 2.8 January 20, 2015

What's new

Avaya Phone System Integration
Computer Telephony Integration (CTI) support has been added for the campus Avaya phone system.

Incident SLA warning notifications
Automated notifications for warnings at 50% of SLA duration have been disabled for priority 2, 3, and 4 incidents. Only one SLA warning message will be sent at 75% of SLA duration.

Fixes

Group Membership Changes
Group managers can now edit their group's membership via the "My Managed Groups" module. This fixes an issue that was introduced in the 2.0 release.

Business Rule Namespace Logging
A fix was added to a FootPrints integration business rule that caused unwanted log entries to occur. This fixes an issue introduced in the 2.3 release.

RELEASE 2.7.1 DECEMBER 17, 2014

WHAT’S NEW

No new features have been added with this release.

FIXES

Saving a ticket assigned to “Agent” but not part of an integration group throws an integration error

A condition existed in which ServiceNow would display an error message when a ticket was assigned to “Agent” in a group that is not part of an integration, e.g. certain FootPrints workspaces. An error was displayed that the FootPrints ticket could not be updated even though it does not target a FootPrints ticket and no external ticket is present. While the error message does not block updates to the ticket, the error display is incorrect and confusing.

Release 2.7 December 3, 2014

What's new

Advanced FootPrints project check
An advanced check is performed on the "External ticket number" value. If there is a project number discrepancy, an error message will be displayed at the top of the page.

Fixes

Manually entered "External ticket number" values

A condition in which ServiceNow tried to run a FootPrints update on incidents with manually entered "External ticket number" values will be fixed. Only incidents assigned to participating assignment groups with automatically generated FootPrints information will be eligible for automatic updates.

Release 2.6 NOVEMBER 12, 2014

What's New

New CalTime configuration items

The following CalTime configuration items (CIs) have been added to the ServiceNow platform:

  • CalTime - Approvals
    • Use for CalTime issues related to approvals
  • CalTime - Delegation
    • Use for CalTime issues related to delegation
  • CalTime - Timekeeping
    • Use for CalTime issues related to timecards, punch clocks, and other timekeeping issues
Note: Continue to use the existing "CalTime" configuration item for general CalTime issues and outages not related specifically to Approvals, Delegation, or Timekeeping.

New subcategory items for "Service Interruption"

The following subcategory items have been added to the incident form to facilitate reporting. The items will be available when category of "Service Interruption" has been selected.

  • Configuration
    • Use for issues arising from configuration problems: caller's phone is configured incorrectly; user's account is configured incorrectly.
  • Data Quality
    • Use for issues related to data corruption or missing information: file transferred without error but contents were corrupted; user records recorded incorrectly.

Release 2.5 November 7, 2014

What's New 

Automatic FootPrints ticket creation

  • FootPrints tickets are automatically created when a ServiceNow incident is assigned to a specified group. Tickets are created in one of two types: collaborate and handoff.
  • Collaborate tickets are created from child incidents and involve collaboration between service partners and the service desk for resolution.

Handoff tickets are created from normal incidents and do not require any further assistance from the service desk for resolution.

Current participating groups are:

  • CalTime - Tier 2 (Collaborate)
  • CalTime - Tier 3 - Biweekly (Collaborate)
  • CalTime - Tier 3 - Technical (Collaborate)
  • CSS HR/APS (Handoff)

Automatic Incident updates from FootPrints linked Tickets

Updates in Footprints ticket description or internal notes are automatically added to linked ServiceNow incidents. Updates from FootPrints can take several minutes.
 
Automatic resolution of "handoff" escalations

Incidents assigned to a handoff group will be automatically resolved with approprate closure code and close notes. A special handoff notice will be emailed to the caller and watch list informing them of the new FootPrints ticket number.

Surveys are not sent for any FootPrints escalations

HDI surveys will not be sent for any FootPrints escalation incidents. HDI surveys will continue to be sent for parent incidents not directly escalated to FootPrints.

Relevant information from ServiceNow incident is automatically added to FootPrints tickets

Caller information, work notes (where available), additional comments (where available) will be automatically added to FootPrints ticket descriptions.

Comments and Work notes are transferred to existing child incidents under the following conditions:

  • Comments and work notes from the parent are only transferred to Footprints when the FootPrints ticket is created (the act of creation)
  • Comments and work notes from the parent are only transferred to Footprints when the FootPrints ticket is created by ServiceNow
  • Comments and work notes from the parent are not transferred after that initial creation regardless of who created the ticket.
  • Comments and work notes from the child are transferred both during creation and upon update, as long as ServiceNow created the ticket.

Helpful tips are displayed when actions occur for FootPrints linked incidents

Information will be displayed at the top of the ServiceNow page whenever an action that results in FootPrints action taken.

Release 2.2 October 3, 2014

  •  Applied fix to customer satisfaction survey; corrupted tickets data was being sent to the vendor post Eureka upgrade (SER-1199)
  •  Made improvements in KB workflow for peer review (SER-1160, SER-1161, SER-1179)
  •  Added “New - Copy Information” button to tickets in order to copy xx to from the parent ticket to new child ticket (SER-1066)
  •  Improved SLA notifications (SER-798)
  •  Added Google Analytics for improved metrics (SER-1144)
  •  Improved handling of work notes notifications (SER-1141)
  •  Added “My Updated Work” to monitor work done by other staff (SER-1147)
  •  Added “My Colleagues” menu under “Service Desk” so that agents can view colleagues phone numbers and other info (SER-482)
  •  Made it easier for customers to add colleagues to the watch list on their tickets (SER-1174)
  •  Improved customer notifications (SER-1172)
  •  Added parent category to child tickets (SER-1190)
  •  Improved handling of edits to caller location (SER-1199)