Release 14.12.0 introduced the following new features, fixes, and updates to the campus instance of ServiceNow at UC San Diego and was implemented on October 2, 2024.

Case Management

• For walk-up requests, "RRSS - HIVE" has been added to the list of locations.
• Fixed a bug where the "with customer" metric on the CSM timeline was not displaying properly.
• Updated the filters on the UCSD CSM Agent Workspace lists.
• Update action status on CS case to "agent response needed" when manually switching from request info to in progress.

Dashboards & Reports

• To assist with the development of reports for the ITS Service Desk, created helper utility scripts to get Service Desk Members and cases with additional assignees.

Human Resources

• Fixed an issue where an error message was displayed when transferring a case to an HR Strategy & Policy case type.

Platform

• For the Service Desk Tools "Rainbow Menu", updated the Classroom Lookup link.

Request Catalog

• Form submission for the Laptop Lending Program have been disabled.
• Updated fields on the Undergraduate Scholarship Payment Request form
• Minor updates to the Duo Token Hardware Request workflow
• the Recruitment Waiver Approval form now requires mandatory documents 

Service Portal

• Updated short description of the Student Support portal.