A new set of changes have been promoted in ServiceNow that address a number of small issues and feature requests made by customers over the last few months, specifically around the customer portal and the Call function. These include:
- When Calls are converted into Incidents there are now rules that will auto assign to Service Desk if Logged For is IT and HR Triage if Logged For is HR
- Improvements on the Call screen to the Tickets By the Same Caller lists (shows all tickets not just Active) and the Chased lookup popup (shows all Active tickets not just those by the same Caller)
- The ReOpen button has been removed from the portal view of Incidents. This button was not functioning.
- Email links to the ticket on customer emails should now always present the ticket if they match the security conditions, stopping “Detail Record Not Found” being shown
- Improvements to lists and gauges shown on the portal to ensure the number of records presented is consistent across different elements and pages