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ServiceNow Features and Enhancements

What's Happening?

On Saturday, August 4th, at 8:00pm, ServiceNow will be upgraded with our Summer 2012 Release. Included with this Release are the below features developed in-house from the ServiceNow Product Backlog.

Automation of the Incident State

The Incident State field will automatically change based on activities occurring in the ticket. The field will be locked and you will no longer have to manually change the field as you work the ticket.

What you will notice

  • Incident State can no longer be changed manually
  • The State will change automatically based on activities in the ticket
  • Email notifications have been updated based on the Incident States
  • Tickets can be Reopened using the same ticket
  • A Reopened Counter has been added
  • The Incident State field is RED for Reopened tickets on the list view

For specific details about this change, please contact your Incident Manager or visit the SMCC Incident State Automation News page.

Configuration 2.0

The Configuration Management module is being expanded to include a more comprehensive set of CI types that will enable the full mapping of all critical CIs within a service, as well as their dependencies.

What you will notice

  • The CI Alias field has been removed from the Incident form
  • The CI Aliases and Configuration Items have merged and both are now searchable in the Configuration Item field

New CI types available

  • Applications
  • Clusters
  • Application Servers (Web Servers, Java Servers, etc.)
  • Database Servers
  • Storage
  • Network Devices
  • Data Center (Racks, Enclosures, PDUs, Circuits, etc.)

For specific details about Configuration Management, please contact Mark Kawasaki or visit the SMCC Configuration web page.

Email Reminder for Completed Changes

Email reminders will now be sent for Changes that have NOT been completed within 2 days of the Planned End Date. The email will continue to be sent every 2 days until corrective action has been made by the appropriate person.

For questions or additional information please send an email smcc@emory.edu.