Currently the Outages form and notification email does not accurately record power outages affecting our network infrastructure. Therefore in order to improve the information regarding power outages, the Outages form has been amended to include additional Types and fields for planned and unplanned power outages with a new power outage email notification created. In addition […]
Yearly Archives: 2017
2017
Change Management – Minor Amendments
Currently when a change approval request is set to More Information Required the change requestor/assignee is not automatically notified of this. This change addresses that fact by sending a notification email to the requestor/assignee that more information is required. In addition currently changes can be closed as Closed Cancelled, Closed Backed out or Closed Failed […]
Graham Morgan ⋅ change management, improvements ⋅ No comments
Adding Procurement Info to the System & Service CI Record
Currently there is no Procurement/Contract information captured in a System or Servcice CI record. This has now been addressed as part of the process to make the ServiceNow System & Service CI record the single source of all information with the ultimate aim of doing away with the Service Handbook. This has been achieved as […]
Graham Morgan ⋅ configuration management, project, ServiceNow ⋅ No comments
Changes to the ServiceNow Systems & Services CI Record
Over that past few weeks a number of changes have been made to the Systems & Services CI Record form in ServiceNow in order to improve the information it can contain. Removal of a number of redundant fields and replacing all but one of the HTML ones with plain text fields to improve loading time. […]
ServiceNow Problem Module Re-Design
As part of our process of Continual Service Improvement, work has taken place to redesign the Problem module in ServiceNow and a summary of the work carried out as part of the redesign is as follows:- The majority of the work involved the tidying up of the problem record form to remove unnecessary fields and […]
Customer Personas @iSolutions
With an increasing focus on the student experience within the UoS and the drive for a more customer centric approach within iSolutions, the need to identify, understand and manage our customers is becoming increasingly important in order to develop and deliver exceptional customer experiences. A project team has been assembled to research, develop and deliver […]
Michael Shaw ⋅ improvements, Usability ⋅ Customer Personas ⋅ No comments
ServiceNow Activity Stream UI Changes
Following some customer feedback after the Helsinki update, we’ve made a few changes to the user interface of the Activity Stream on tickets to make text more readable and to better highlight the difference between Public Notes, Private Notes, and system and field changes. Rather than light grey, text in the Activity Stream will […]
ServiceNow – Enhancements to Report Exports
Following feedback from users who find the 10,000 row export limit on ServiceNow generated reports to be too confining – particularly when exporting data for busy months, we have implemented a rule to increase the number of exportable rows from 10,000 to 20,000. If you notice any performance degradation as a result of exporting more […]
Alexandra Linington ⋅ improvements, reporting, ServiceNow ⋅ No comments
Incident Management State Changes
iSolutions Service Management, with help from Applications Management, have been working to streamline and consolidate the list of Incident States in ServiceNow both for ease of use and to reduce maintenance overhead and bugs. The full details of the new state list are as follows: New – Only applicable to an Incident that is currently […]
Waiting for Info
The auto-prompting process that has been added to the Awaiting User Info State for Incidents has been running for a few weeks now and it seems to be working as intended. However, there appears to be a little confusion about what action automatically causes the State to revert to In Progress. For tickets that have […]