Release 12.39.3 introduced new the following hotfix on September 18, 2023.

Users & Groups

• Fixed a bug where some users had the snc_external role inappropriately

Release 12.39.0 introduced new features, fixes, and updates to the campus instance of ServiceNow at UC San Diego and was implemented on September 13, 2023.

Platform

• Renamed duplicate external users with the name "Guest Contact" so that it doesn't conflict with search results for people looking for the authoritative system system "Guest Contact".
• Added to case_kb email script to check for valid to.
• We added a new field called Summary of Last Update which is required upon submission for publishing. This internal 100-character field will help provide information about knowledge article updates for our agents and partners. 
• Updated client script in change so that it doesn't clear offering data on category change.
• The "Related Search Results" on HR Cases will now display information from all accessible knowledge bases, not just HR knowledge bases.
• Updated redirect URL for EAH Forms to stay in ITS portal.
• Allow Reschedule to be selected as soon as approvals are started

Service Portal/Request Catalog

• Replaced the Macbook Pro 16" M1 with the new M2 model.
• Updates to the SATLP workflow
• Small changes to Rehired Retiree Approval form
• We renamed the Message and Collab form

Virtual Agent

• Updated the language for "Confirm phone number" node for clarity.
• Customized the greeting topic for unauthenticated users to help guide them to the Log In button and how to connect with a live agent if they get stuck.
• We are re-applying the Sunny - ITS Support chat header and profile pictures for the Virtual Agent release.
• Added and removed available topics to unauthenticated customers. 
• Customized the greeting topic for the Sunny branding profile and added additional helpful text to help direct people to both the Topic list and how to talk to a Live Agent using the VA window.
• Updated the Menu items for the Sunny brand to include ServiceDesk contact phone number and hours, and email address, and disabled the "show wait time" feature from the Live Agent menu item.
• Updated the Duo First-time Setup topic flow as requested by Jenny based on ServiceDesk testing feedback.
• Removed NLU from move-in support topic and added it as a promoted topic.
• Renamed topic to "In-Person Support Locations" and added to Promoted Topics in the greeting.
• Inserted a new node to help guide customers to the AP&M Service Desk by providing a map. Added a new utterance to the NLU for "broken token".
• Renamed to "Connect with a Live Agent", modified the flow, and modified discoverability settings. Disabled the old "Live Agent Support" topic
• Updated "No Agents Available" text to HTML to include hyperlinks
• Fixed an issue with the hyperlink to the UCSD Duo webpage.
• Built a topic block that routes users to a Live Agent, but only during operational hours. This TB gives the user an option of Live Agent or Case Creation during operational hours. If outside operational hours, it provides ServiceDesk contact info and Case Creation.
• Added a deflection pattern and deflection point in the "Resolved your issue?" topic block to capture successful self-resolutions.
• Added language to the flow to clarify that info is being collected and passed onto support agents. Added new utterances to NLU.
• Reordered the VA window with CSS so some ui elements aren't obscuring it.