ServiceNow Release Notes

Transcription

1 ServiceNow Release Notes Release Number: RLSE SN 1.1 Release Date: 2/20/14 Feature Category: Change FETR Improve integration between Change Management module and Configuration Management Database (CMDB) When a change ticket with one or more related server CI's is marked as status "Work Complete", the system generates an "Update CI" task which is assigned to the change assignee. When that "Update CI" task is marked as status "Closed Complete", the system generates a "CMDB Verify" task which is assigned to the manager of the change record assignment group. This is considered overly complex, generating unnecessary additional effort and "paperwork". Additionally, due to inconsistencies with how change tickets are being updated and completed, the additional tasks frequently wind up being assigned to HUIT staff who are not the right people to complete the tasks. Item #1: Eliminate the "Update CI" task. - In the "HU Change Phase Implementation" workflow, skip directly from the "If Any affected CIs" activity to the "CMDB Verify Task" activity - The expectation is that the System Administrator who implements the change will be responsible for updating the CI record(s), without an explicit task created in ServiceNow. - This requires a change in CMDB write permission policy. o Discussed and confirmed with stakeholders (Ben, Gary, Mike, Joe) on 1/22/14 Item #2: Allow assignment of the "CMDB Verify" task to be based on the Operating System of the server CI. - This will be accomplished with the creation of a new HUIT Config table that will allow server O/S values to be linked to verification groups (using the Groups table). - The "CMDB Verify" task will be assigned to the manager of the appropriate verification group - For change records that have multiple CI's related, there should be one task created per verification group, with all CI's for that group's verification associated with the single task FETR Enable "Change Request Has Been Completed" notification When a change ticket is updated to a status of "Work Complete", the Requester is not receiving any notification. When a change record has been marked as status "Work Complete" AND the Requester is not the same as the Assignee, then send a notification to the Requester informing them that the change request has been completed. The notification should include the same template and ticket information that is currently included in the "Change ### has been Approved" message. FETR Grant Change Manager permission to add additional related CI's after change has been closed Currently, there are several fields that can be updated by the Change Manager (but not ITIL users) when the change status is "Closed". This allows the Change Manager to make corrections or seek re-approval as necessary. We need to also include the "Edit" button in the Affected CI's related list so that the Change Manager has the ability to relate additional CI's as necessary. Update permissions to allow Change Manager role to access the "Edit" button in the Affected CI's related list, regardless of the change record status. FETR Allow group notifications for change ticket assignment to be enabled on a per-group basis 1

2 At the moment, group notification is disabled for change assignments. So when a change is assigned to a group but not an individual, no notification is sent to that group. We need to be able to turn this back on for individual groups as needed. Enable subscription functionality for change assignment notifications FETR Need security permissions changed for Change Manager role In the Change module, Change Manager role is unable to view the "Lead Time" table or the "Risk Lookup Rules" table. Both give the "number of records restricted by security..." message. Managing these tables is one of the functions of the HUIT Change Manager role. Grant security permission for the Change Manager role to have read/write access to both tables. FETR Make 'Save' option visible when requesting addition to Standard Change Library 'Save' option is not initially visible on the top banner when requesting an addition to the Standard Change Library. Make the "Save" option immediately available in the top banner and bottom of the window when creating a new library entry. FETR notification for "Standard Change Approval Request" is missing link to SNOW record Notification for "Standard Change Approval Request" is missing the link to view the ServiceNow record. It includes "Click here to view:" with no link available. Add a link to the Standard Change request that matches the existing link to the Approval record. Like this: Click here to view Approval Request: LINK Click here to view Change Request: LINK FETR Need to update the contents of "Change Request Approval" notification Currently, the notification that is sent to change approvers includes a 'Requested by' field that displays the user's HUID rather than their name. Update the contents of the "Change Request ######### Approval Request" notification so the "Requested by" field displays the first and last names of the requester, rather than their HUID. 2

3 Feature Category: Config FETR Unlock all Environment Type values for Server CI Class Currently, the Environment Type list values available for server CI's are "Production" and "Non-production". The Release Management process needs access to the remaining three values: "P-1 (Stage)", "P-2 (Test)", and "P-3 (Development)". Make the following Environment Type values available for server CI's: "P-1 (Stage)", "P-2 (Test)", and "P-3 (Development)". FETR Selection options in Application CI needs to be expanded There are field values that need to be added to the HUIT Application CI form. Without these values, the ability to maintain accurate information will be compromised. Make field value additions to the following fields, as detailed in the Feature Notes below: 1) Functional Owner 2) Database Type 3) IT Application Contact 4) IT Recovery Contact Also, rename the field 'ATS Staff Supporting' to 'Support Group' FETR Add "Inactive" as a HUIT Server CI status. Currently, when a server is being decommissioned, the only status option available to take it out of Active status is "Retired". We need an intermediate status to account for servers that are no longer active, but have not actually been removed from the infrastructure. Add "Inactive" as a server CI Asset Status. This would be used for servers that have been deactivated but not removed from the infrastructure. As opposed to "Retired" which would be used for servers that no longer exist. 3

4 Feature Category: Incident FETR 'User' field on the Reminder tab does not update when Customer is changed from initial When an incident is scheduled for a future appointment, and the appointment reminders are generated, if the customer is then changed the appointment reminder does not update to send to the new customer for the ticket. Update the appointment reminders anytime the customer is changed. FETR Resolved by and Resolved Data don't update on a reopened ticket When a ticket is re-opened, and then resolved again the resolved by and resolved date fields do not get updated. The resolved by and resolved at fields should get updated every time the ticket is resolved until it is closed FETR Allow customer notifications to be optionally disabled for an incident ServiceNow users are creating tickets with other users in as the customer, to avoid having the customer call the ServiceDesk because we proactively opened a ticket in their name, or they don't want to bother a VIP with notifications form ServiceNow, or the don't want to notify the customer on resolution about a sensitive issues. There is no way to disable ticket created, ticket resolved for individual tickets - there are times that a ticket was not able to be resolved, or needs to be open/closed for a customer without notification going out. This Feature was discussed in detail and approved by the Incident Management Core team in October Add a check box to the Incident form that allows customer facing notifications to be disabled. Audit the checkbox to help discourage being purposefully opaque with our customers. FETR Update IT Watch List mailing to include resolution notes on resolve : Currently the IT Watch List receives notifications when a ticket is resolved, but does not include the resolution notes in that notification : Add the resolution notes to the IT Watch List notification, and add a trigger to send the notification when the resolution notes are updated. FETR Set default for On Hold State There is no default value for the On Hold reason The default value for on hold reason should be 'Waiting for User Information', the majority of tickets use this value. FETR Improve accessibility of the Queue Managers list 4

5 : List of current Queue Mangers is not readily available for immediate escalations : Add a link to the Queue Manager report to the Application Navigator Feature Category: Request FETR Set the customer notification to include the Short instead of the catalog item name The notifications for Request Center use the catalog item as a description. This is too generic, especially if you make multiple requests Update the Customer Notifications to use the short description field instead. By default this field is filled with the catalog item name, however you can define it within a workflow to create something more custom. FETR While Stage is marked as completed, status is not updated to complete closed When the last task is completed, the stage is set to completed, but the actual ticket status is not update to complete closed In order for the fulfillment notification to be sent, the REQ ticket must be marked complete closed. The REQ is technically still active until this status is changed FETR When an Assignee is chosen, Assignment group does not autopopulate When you choose an assignee, the Assignment Group field does not auto populate with that person's primary groups. as it does in Incident Assignment Group should fill to that person's primary group FETR Removed Requested From field (duplicate of Requester) Requester and Requested For are both being displayed on the Requested Item Form Both fields display the same information, simply removed Requester FETR Task Type drop down is shown on TASK Form There is a drop down on the bottom of the catalog_task form that allows you to change your task to a change or feature task. This type of change should not be allowed on the form ITIL user should not see this option 5

6 Feature Category: System FETR Added the ability to set Impact & Urgency in auto ticketing Unable to set urgency and impact (and therefore prioritty) when using the auto ticket feature in Incident Need variables added for the generated that will allow setting the urgency and impact fields. 6