Release 16.31.0 introduced the following fix to the campus instance of ServiceNow at UC San Diego and was implemented on July 29, 2026.

Case Management

• Released new version of Agent Workspace for CSM Agents and Service Desk Agents
  • The new URL for Agent Workspace is: https://support.ucsd.edu/now/sow/home
  • Added ability to view custom Platform Analytics Dashboards. See this KB Article for instructions to add your own dashboard to Agent Workspace. 
  • Functionality will be similar to previous Agent Workspace functionality, with some slight improvements.
  • Please send any issues you find to the ServiceNow team, via the Contact ServiceNow Team form.
• Added new Inbound Action for ITS-BIA API emails. 

HR Service Delivery

• Fixed a bug where the "additional resources" field was required when it should not have been on the People Systems Enhancement Request form.
• Added new HR General Inquiry Subcategory "Public Records Request" to the "HR Support Case" category. Customers can submit this request directly from the portal form, and agents can create this request by creating a new General Inquiry assigned to Central HR.

Request Catalog

• Added Student Services option to "Submit a Ticket to Extended Studies" form. Also included event ID in description if it's given when filling out the form. 
• Migrated SPARCM Access Request Form Workflow to Flow Designer.
• Made minor updates to the TSS Access Request, Remove Roles Workflow. 
• Fixed some migration issues with Hold Removal Request Form workflow to flow designer.
• Added HR Option to the Inbound email request form, with updated routing for teams and approval. Included KB article that has now been published as well. 
• Made verbiage updates to the AD Privileged Account Form. 
• Made updates to the Submit a Business Office Request and Purchase Goods & Services forms for new units and service offering. 
• Made minor updates to the Google Groups workflow.
• Made enhancements for BIA Services form including verbiage changes. 
• Added new departments to the Order Computer Equipment form.
• Reactivated "Update org charts" task for the ITS-StaffAdmin team.
  • Updated the Service and Service Offering for Requests and Requested Item records generated by this form.
• Made minor autofill assorted changes to Third Party Request form. 

CMDB

• New CMDB integration for top-level organizational units in Active Directory.
• Installed plugin updating default views for the ast_contract table.
• Added "renewal_contact" back to the default form view for ast_contract.