Release 8.18.0 introduced new features, fixes, and updates to the campus instance of ServiceNow at UCSD and was implemented on February 24, 2021.

Service Portal

• Within the ITS portal, we have merged both the Case Category (Add) and Case Category (Remove) forms into one Case Category Management form.

Asset Management

• Launch of Hardware Asset Management - ITS-managed computers have been loaded into the Hardware Asset Management module in ServiceNow, imported from SCCM, JAMF, and Dell.

Case Management

• It can be difficult to keep track of communications when using case tasks. To assist you with this, we have added a feature that copies work notes added to the child case task into the parent case. 

Knowledge Base Management

• Groups that utilize the "Case Knowledge" feature which pulls knowledge articles into case opening emails now have the ability to restrict the scope of the knowledge bases these articles are pulled from.