Release 14.25.0 introduced the following new features, fixes, and updates to the campus instance of ServiceNow at UC San Diego and was implemented on January 29, 2025.

Case Management

• Updated the "Case Already Closed" and "Survey" email notification language.

Human Resources

• For "Opened for" and "Subject person" on HR cases, date of birth has been moved to the Contact Information tab of the HR Profile. Agents can click through the preview popup if they need to view this information.

Platform

• Additional tables related to Customer Service Management and HR Service Delivery now have audit history enabled, allowing agents and Performance Analytics administrators to view additional details about changes to the record.
  • Company
  • Customer Account
  • Job Profile
  • Job Code

Request Catalog

• IT Services Onboarding
  
  • Added an additional step to the workflow, shifting responsibility from HR over to individual hiring managers to provide information specific for the position being hired.
  • Added an additional step to the workflow to allow the HR team to verify that a background check has been completed in order for the workflow to proceed.
  • Created a separate portal form and workflow for the ITS Student hire onboarding process
• Order Computer Equipment - Added a new editable "deployment/delivery location" field, allowing for customers to better specify where the equipment is needed.
• SPARCM Access Request Form - Added informational information regarding the approvals routing process to the end of the request form.