Happy new year! Release 14.22.0 and 14.22.1 introduced the following new features, fixes, and updates to the campus instance of ServiceNow at UC San Diego and was implemented on January 8, 2025.

Asset & Configuration Management

• Integrated Jamf Pro with SNow CMDB for daily ingest of computer records managed by the Jamf Pro system. The integration creates and updates records in the following CMDB tables:
  • Hardware (Computers/Servers)
  • Network adapters
  • Software packages
  • Software instance
  • Hardware Product Model
• Fixed a bug preventing iPad Air 13" models from appearing in Order Computer Equipment purchase order line items.

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Case Management

• Changed the sync behavior between the plain and rich text descriptions so that HTML tags are no longer present in the plain text descriptions.

Dashboards & Reports

• Removed "system" updates in the task metrics table.

Data

• Deactivated auto flush in order to retain SLA breakdowns.
• Updated Business Units for BOTS Departments to include Academic Personnel.
• The chart string element table is now only editable by the administrator role.

Email

• For inbound emails from Kuali IRB, the contact of the generated case is automaticallys et to the submitter email of the Kuali form.

Integrations

• Set up Microsoft Teams integration for incoming cases to SFS.

Platform

•  Added script include function to report on duplicate values in any field.

Request Catalog

• Approval changes to the UCPath Access Management form.
• Changes to the PO Contractor Hire form:
  • Updated and reassigned tasks that formerly belonged to HR, to the ITS Business Office team.
  • Added a new automated email that sends to the PO contractor's personal email, CCing their manager, that directs them to complete Docusign signatures.
  • Updated the form to add checks to the process to ensure the contractor's personal email is entered and verified before submission.
  • Various other minor text updates to account for the aforementioned changes.

Service Portal

• Removed old services from showing up on portal search.
• Fixed a formatting issue where special characters, such as apostrophes, would not display correctly.
• Added ability for users to see RITM approvals in ESC portal.
• Added a popup after the user clicks anything that involves adding an attachment (both paperclip icons, drag and drop) to warn them that their comment progress would be lost