Release 12.40.0 introduced the following new features, fixes, and updates to the campus instance of ServiceNow at UC San Diego and was implemented on September 20, 2023.
HR Service Delivery
- HR Cases will no longer change from "Draft" or "Ready for agent" to "Work in Progress" if a customer emails with additional information before an agent has changed the status of the case.
- The Employee Center performance indicator widget (identified as a stopwatch icon in the bottom left corner) now only appears in the portal for users with a role of admin.
- Emails sent to hradminrequest@ucsd.edu will create new HR cases for the HR Admin assignment group.
- Comments added to a closed complete or closed incomplete HR case will now generate an email notification to the customer and, if applicable, the external watch list.
Virtual Agent
- Fixed an issue where the Fallback topic was not triggering properly.
- Added a new branch for Eighth College and added additional operating hours to the existing branches.
Request Catalog and Service Portal
- Changed the workflow for Confluence or Jira Access Requests so that Workstation Lifecycle only receives tasks when auto-adding users to AD groups fails.
- Added fields for non-ITS requests to give reasons for access to Jira or Confluence.
- Moved Laptop Lending form on the Student Portal.
- Removed a form from the Student Portal.