Release 12.24.0 introduced the following new features, fixes, and updates to the campus instance of ServiceNow at UC San Diego and was implemented on June 7, 2023.

Service Portal

• Fixed an issue where customers closing cases on the Service Portal set the resolution code to "Solution - Accepted". Resolution Code will now show "Closed by Customer".   
• Removed debug error messages on the portal category page.

Request Catalog

• Added existing category/subcategory fields that auto-populate depending on Service Offering/category type on the "Case Category Management" Form. 
• Added a new field called "Constituent Lookup ID" when you select "Constituent Advancement" on the "Submit a Ticket to Advancement" Form.
• Made changes to Campus ID Card Form, including:
  • Added new dropdown fields (card issues, name change)
  • Added new sections (acknowledgement check, police report, emergency designation, name preference) depending on classification type
  • Edited various wording changes to the form and to notifications sent to users, and
  • Adjusted workflow depending on classification type.

Case Management

• Made changes to Campus Card inbound actions so that if the user is not in our records, guest contact is created. If user has a UCSD email in our system it will tell the case assignee to look for the contact.

Integrations

• Integrated with Tririga to pull Employee Work Location data.