Release 13.21.0 introduced new features, fixes, and updates to the campus instance of ServiceNow at UC San Diego and was implemented on April 17th, 2024.

Workspace

• Added ability to create a contact on workspace.
• Added restricted checkbox on CSM Workspace.

Notifications

• HR Case notifications sent to agents will now include a copy of any attachments on the case.

Platform

• Consolidated flows that handle users being added to external customer group.
• Lengthening the Incoming Email address field on both CSM and HR cases from 100 characters to 501 characters so the emails can be copied easily. Made the Incoming Email Address field read only.
• Created new roles in the system to manage permissions to the CMDB and CI relationship tables.
• Removed create, write, and delete permissions to CMDB records from the "itil" role.
• Granted create, write, and delete permissions to CMDB records to the ITS Change Management team.
• Granted access to the Configuration (CMDB) application menu to the ITS Change Management team.
• Exposed a checklist module for agent to be able to quickly access their checklists.
• Added customized roles for CMDB Asset Management. 
• Added a new checkbox option on the Oracle System Roles form.

Portal/Request Catalog

• Removed people from being searchable on the ESC portal.
• Released a new Budget and Finance form for Subledger Transaction Corrections. Submit this form to correct differences between transactions in the General Ledger and Source Subledger.
• Prevent multiple requests from being submitted simultaneously for the Campus ID Card Request Form.
• We made hidden fields hidden on the portal side for the Oracle & Concur Request form.
• Multiple changes made for the SAS Software License Request form and its flow.
• Multiple changes made for the JMP Software License Request form and it's flow.
• Updated the URL link of the Service Portfolio links.
• Added a temporary notice of closure to the Student Laptop Loaner form as a result of low inventory due to popularity of the program.
• Updates to fields on the record view of service offerings and modified the workflow of the Service Offering (Add/Edit) form to set Phase and Status appropriately.
• Changed the following fields (‘Requested course subject/code’ and ‘Requested Term’) on the CINFO Request Form to be non-mandatory + not read only.

Confluence

• 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. 

Chat

• Created a set of "IT Issues topics" using ServiceNow's pre-made Topics for inspiration. The topics are deactivated and not available for use.

Talkdesk

• Re-adds population of Contact Type and Request Type on Talkdesk created cases.