Release 13.28.0 introduced the following new features, fixes, and updates to the campus instance of ServiceNow at UC San Diego and was implemented on June 12, 2024.

Configuration Management Database

• Imported AWS objects into the EC2 instance table.

Human Resources

• Implemented Resolution Codes on HR Cases. These codes are set automatically based on how the ticket closes:
  • Solution - Accepted - Set when a customer uses the "Accept Solution" button to close a case awaiting acceptance
  • Solution - No Response - Set when a case awaiting acceptance doesn't receive a response and automatically closes
  • Closed by Customer - Set when a customer closes a case not in the awaiting acceptance state
  • Closed by Agent - Set when an agent closes a case without setting it to awaiting acceptance, such as "Closed incomplete"
  • Canceled by Agent - Set when an agent cancels a case
  • Canceled by Customer - Set when the customer cancels a case
• Created a new form/workflow for the ITS PO Contractor onboarding workflow, replacing the old MachForm, Excel form, and manual email process managed by HR. This form will go-live at a later date.
• Fixed a bug where certain users were only able to select employees from their own department in the Recruitment Waiver Approval form.
• Fixed a bug where HR Strategy & Policy cases did not require a comment when set to resolved.

Request Catalog

• Updated the Laptop Lending Program form to check for open requests, preventing duplicate submissions, and adjusted the notifications.
• Fixed an issue where the submitter's supervisor's email was not displayed for certain users in the Procurement Card form description.