ServiceNow Release Notes

Transcription

1 ServiceNow Release Notes Release Number: RLSE SNOW 2.06 Release Date: 4/16/15 Features Included in this Release: 25 Centrex Request FETR Centrex Phase III Develop and deploy 14 enhancements and bug fixes to Centrex module. See attached spreadsheet for details. Change FETR Cancelling a Standard Change before it has been saved causes incorrect status Cancelling a change ticket forces ServiceNow to save the record first (this is why a ticket can't be cancelled unless all required fields are filled in). This is not an issue for Normal, Emergeny, and Major changes because saving those change does not update the ticket status or impact approval workflow. For Standard Changes, however, saving the ticket kicks off the automated approval workflow. So Cancelling a Standard Change before it has been saved once also kicks off the approval workflow. The end result is that the change record winds up with an Approval status of "Requested" and a ticket Status of "Closed". - Remove the 'Cancel' option if a change ticket has never been saved. This is regardless of change type. Bottom line is that if you haven't saved your ticket yet, a record doesn't exist in the database for it, and there is no need to cancel. A user can just exit out of that browser session. Config FETR Need to create a new ServiceNow role: "inventory_viewer" To ensure accuracy of configuration items in the CMDB, it will likely become necessary to grant read-only access to certain IT partners to allow them to view and validate their CI data. There is currently no role in ServiceNow that grants read-only access to configuration items. The closest role we have is 'inventory_user' which grants read-only access to most fields, but allows some fields (including Client Contacts and Criticality/Escalation on the Server CI form) to be written. Create a new role called "inventory_viewer". This role will grant read-only permissions to all CI types. 1

2 Incident FETR Update Target handling in u_draft_incidents table When a Draft Incident gets converted to a regular incident, the full original is not brought across with it. Need to shift target from draft to incident when the incident is created. Update source target to point from draft incidents to incident table once draft is processed to new FETR Good Day / Bad Day Updates Updates in this feature: - Fix MTTR calculations to use Business Elapsed Time for AVG - Fix Survey - Service Rating to be for Support Services Only - Fix Survey - Service Rating to use 2 decimal places - Fix Re-open count to be for Support Services Only - Load UI Public Page (Widget) FETR VIP color showing in gauges on homepage With the default itil user homepage there is a gauge of "My Tickets". This gauge currently doesn't show colors for VIPs or other noted users. Push the VIP attribute from the Incident form up to the global Task form, so that it is available to gauges that are based on the Task form. FETR Add Ability to Process HUID For Incident Auto Ticket Customer Incident auto ticket only works with a full name currently. Update Customer: syntax to accept HUID, Address or Full Name Problem FETR Add Cause Code drop down menu to top of RCA tab 1 - Add Cause Code drop down menu to top of RCA tab in Problem Ticket. 2 - Problem Reporting from discussion with Miroslav: - table name: Incident Parent Problem View (u_incident_problem) 2

3 Project FETR Add portfolio membership to project, show evaluation health metrics in portfolio view Would like to add projects to portfolios automatically based on assignment groups. Start with HUIT parent groups. So (for example) put any project where assignment group parent is Administrative Technology Services into Administrative Technology Services portfolio. Do NOT need to also show metrics from Evaluation on pm_portfolio_project table. I changed the portfolio project list view in dev to pull these fields from pm_project. That works fine, so no need to duplicate. I thought I had tried this before, but I guess not. I need to change the portfolio project form view in dev so that the fields we aren't using don't show. I will do that today. We do need to make sure that the pm_portfolio_project updates when changes are made to tasks, evaluations, risks, etc. (the things that are already being pulled over from pm_project). FETR Project Risk Table: Add related table for project risk. May be able to use existing risk table and add a few fields. May want to just add a new "u" table. Will need the risk score written to project and portfolio project. FETR Make Project Status (project_status) view available Make Project Status (project_status) view available. View is project level form view, not a list view. FETR Need UI policy to control Significant Issues field on Project Evaluation table. If Overall Health is Yellow or Red this field must be completed. (Significant Issues) If Overall Health is Green this field should be write protected (so it is empty). FETR Need to update and test business rules to be able to use sub projects Have some cases where projects need to be groups in programs (as sub projects) in order comply with request made by Anne this week. FETR Set up Project Group Type Need a Project Group Type so we have any easier way to accommodate PM needs when assigning tasks. PM's need to assign tasks to groups who do not currently exist in ServiceNow. In particular, they need to be able to assign tasks to FAS departments and external vendors. These groups should not be available for assignment in other applications, i.e., Incident. Create two parent groups: PPM Partner PPM Vendor The groups under the parent PPM Partner should be the groups from the list that is now used for the Partner Group field. The groups under PPM Vendor are TBD None of these groups have any members (but PPM Partners could at some future time) PPM Partner groups and PPM Vendor groups should be available as choices in the Assignment Group field at the task level. At the project level, PPM Partner groups and PPM Vendor groups should not be available as choices in the Assignment Group field. The Partner Group field should only be available at the project level. Change this field so that it now shows all the groups with a parent of PPM Partner. 3

4 Release FETR After approval rejection, and then subsequent approval, a feature can not move forward PROBLEM When a feature approval is rejected, it can later be approved, but it prevents the feature from moving to "Ready For Production" status, and therefore the release can not move forward unless the feature is cancelled. Any time a feature is rejected, the approver should be able to later approve the feature and proceed with the workflow. FETR When approval is changed to "No Longer Required", it doesn't unlock the Feature or Release When approval "No Longer Required", delete it with a work notes entry FETR Assign all BEDC/Emergency validation tasks (after deployments) to Functional Contact Assign all BEDC/Emergency validation tasks (after deployments) to Functional Contact. This is true post P-1 and Production deployments. FETR Allow for a Release Task to be re-opened Currently a Release Task can not be re-opened. Per discussion at 3/12 staff meeting, re-opening a release task should be allowed. FETR When an attachment is added or removed from a Feature, no work log entry is made PROBLEM When an attachment is added or removed from a Feature, no work log entry is made, therefore there is no audit trail. The original inquiry came from Prabhakar in the context of attached Migration Forms for Peoplesoft. This is an important document because it details the deployment instructions. Generate a work log when an attachment is added or removed from a Feature FETR Add "Assigned" status to Issue form There is no "Assigned" status in the Issue form. This is not consistent with other release management forms (feature, task). We are used to "Assigned" triggering notification. It is unclear which other status does it. Add "Assigned" value to the drop-down of the Status field in Issue form. FETR HDW Impact checkbox should generate it's task regardless of the current status when it is checked When HDW Impact checkbox was made read/write at any stage of the feature - the task it generates can still only created before it gets to P-2/P-1. It has been requested to let this task be generated at any time. SOLUTION: Remove the action of creating the task from the workflow, and create a business rule instead that can run anytime 4

5 Request FETR Add 2 new request types of HMS Record Producer for Office365 Office365 Project team and HMS is requesting 2 new request types be added to their 'HMS - Office365 Support Request' record producer in the Request Catalog: - MSO Content Update - Dual Mailbox Remediation Server Provisioning FETR Server Provisioning 2.0 Deployment of all in-house and external development for Server Provisioning 2.0 update. See attachment for full details of requirements. Summary of In-House Development Requirements: - Additional CPU/RAM configurations - Additional Data Center Location: 1 Summer St. - Server Name Validation - VPN Tunnel Validation - VPN Tunnel with 2-Factor - OS/Database Version - Add Help Text: Client Contacts - Add Help Text: VPN Question - Oracle server DBProtect partition (P-0,1 Vs. P-2+) - Update task description for Windows Database Managed servers to include "Adding DBA Group to local administrator group" - Auto-create Custom Server OPSPROV tasks - Add application Selections to Standard Provision form Summary of External Vendor Development Requirements: - Update Standard Provision form to include additional Storage configurations - ServiceNow and ACL / DNS Admin integration - Do Not show tasks until in Open state - Fix SLO calculation to exclude weekends/holidays - Add or Update ACL Task for Windows MySQL server to include ACL's for SQL Checker System FETR Update 'Incident' Field on huit_survey_data to be reference fields Problem: Survey table does not allow for dynamic qualifications because fields are not reference but flat strings. Unable to dot walk on reports Solution: Update Incident field on table to be references to correct data. FETR Need to hide Navigation Menu item: "Slash Choice Maps" In the HUIT Config section of the Navigator menu, the "Slash Choice Maps" is visible to normal config views (inventory_user role) Hide the Slash Choice Maps menu option for non-admin users. 5