Release 14.43.0 introduced the following new features, fixes, and updates to the campus instance of ServiceNow at UC San Diego and was implemented on June 4, 2025.

Human Resources

• Added a new "Awaiting Additional Information" status and Follow Up By field to HR Cases.
  • HR Agents can update a case status to Awaiting Additional Information, if there is information needed from the customer. If the customer doesn't respond, the case will auto-close after 8 business days, with reminder notifications sent after 5 and 7 business days. 
  • HR Agents can click Set Follow Up, after entering a Follow Up By date and Additional Comment. The case status will change to Awaiting Additional Information and after the Follow Up By Date is reached, change back to Work in Progress if no response is recorded from the customer. This will put the case back in the Agent's queue. 
• Added the HR General Inquiry Subcategory: Agent View Only
• Removed the "Determination Needed" option from the General Inquiry report form in the Employee Center.

Platform

• Increased file size limit for attachments

Request Catalog

• Modified the approvals on the Canvas Admin request form so they go to the manager instead of the manager's manager.
• A banner has been added to the top of the Laptop Lending form to announce the closure of the program for Spring & Summer 2025.
• Replaced the Dell Latitude model on the order form with the new standard Dell laptop model offering.
• Adjusted the marketing manager dropdown options in the Submit a ticket to DES form.
• Fixed some logic errors on the ITS Purchase Order form.
• Split up the name field to First Name, Middle Name, Last Name on the Sponsored Account form.