Release 13.20.0 introduced the following new features, fixes, and updates to the campus instance of ServiceNow at UC San Diego and was implemented on April 10, 2024.
Asset Management
- Reclassified all iPad assets from model category "Computer" to "Communication Device"
- Added Hardware as the Asset Class for the model category 'Communication Device" so this type of object can generate assets
Case Management
- @mentions in Additional Comments and Work Notes will now show user name in (parentheses) to help differentiate accounts with the same name.
- Cleaned up some services and service offerings on cases.
Change Management
Dashboards & Reports
- Created the u_hr_core_case_metric database view: join of HR Support Case, Metric Instance and Metric Definition. This will be useful for making reports that need to combine information about metrics as they apply to specific HR cases, such as the amount of time a case is assigned to a particular assignment group (a metric value) based on the HR service (an HR case value).
Data & Integrations
- Connection from Microsoft SCCM/MECM to ServiceNow CMDB is live and pulls in data about our Windows endpoint computing devices daily. This information includes:
- General hardware specs, OS information, general housekeeping data such as Last Seen and who's logged in
- Networking info such as network adapter MACs and IP addresses
- All software installed on the computer and the exact version
- Warranty end date via Dell API (Dell computers only)
Email
- Updated the HR solution proposed email buttons to allow non-logged in users to accept/reject a solution.
Human Resources
- HR cases created by incoming will now list any CC'd email addresses in a work note.
- Fixed a bug where HR cases were inserting unnecessary line breaks to description. Emails sent to HR assignment groups will have description filled out.
Platform
- Migrated from a custom-built integration to a vendor-supplied integration between Talkdesk (a software phone used by our agents) and ServiceNow.
- Created a new UI Action on the variable set table that allows admins to quickly clone a variable set. This will allow developers to more quickly create modifications to variable sets in different catalog items.
Request Catalog
- Added ability for users to add watchers on the HR General Inquiry form.
- Made enhancements to the Confluence: Add a Space User form: Limited the users available for selection to those who have access to Confluence, and added some instructions.
- Added instructions to the Confluence or Jira Access Request form for clarification.
- Removed the "Is the person responsible for the operations and administration of a Procurement Card Program?" question from the Oracle & Concur Approvers cat item.