Release 13.25.0 introduced the following new features, fixes, and updates to the campus instance of ServiceNow at UC San Diego and was implemented on May 22, 2024.

Service Portal & Request Catalog

• Order Computer Equipment Form:
  • Removed the single-line option for collecting Project and Task numbers. The multi-line option is now used for all requests. Other related questions have been removed from the form as well.
  • Consolidated several questions related to the recipient for simplicity. There is now a checkbox option to indicate if the request is being submitted for a future employee TBD or if the employee's account is not ready yet. If selected, it becomes Field Support's responsibility to identify the new assignee as part of their fulfillment process.
• Created a new order guide for Computer Hardware change requests for Field Support customers. This form allows customers to submit requests to reassign computers, monitors, docking stations, printers, and other desktop hardware from one person to another, or to deploy from existing stock.

HR Service Delivery

• Added logic for HR cases to set Action Status to Customer Response Needed if Additional Comments were filled in, and Agent Response Needed if only Work Notes were filled in. 
• Fixed an issue where transferring HR cases with HTML tags to CSM cases would cause those tags to show up in the description of the CSM case.  
• Added new ACL for HR Agents to view Salary data.
• Replicated the "Assignment Group Change" metric for HR cases.

Case Management

• Fixed an issue with certain accounts getting deactivated.