A series of improvements have been made that target the resolution process on Incidents. This should make resolving tickets quicker and more efficient, and the data more accurate. “Closure Information” only appears when the ticket has been set to Resolved (this declutters some of the form when the ticket is active). Upon Resolution it also becomes […]
About Nicholas Hynes
Posts by Nicholas Hynes:
2015
Inbound Actions
![Inbound Actions](https://blog.soton.ac.uk/servicemanagement/files/2015/07/inbound-email.jpg)
A major update has been implemented that addresses the behaviour of emails when they arrive in ServiceNow. This addresses some of the undesired behaviour (e.g. FWD: emails) and is intended to improve some behaviour to reduce the overheads on teams by targeting things such as ticket duplications. Below is a summary of these changes, including […]
Nicholas Hynes ⋅ improvements, incident, ServiceNow, Usability ⋅ No comments
Problem Task Improvements
As part of the focus on Problem process improvements (more info here), including the use of Problem Tasks, improvements have been made to bring Problem Tasks in line with Incident Tasks. This includes ensuring updates on the Task are added to the activity log of the Problem, as well as updating the Problem when Tasks […]
Approval Short Description
![Approval Description](http://blog.soton.ac.uk/servicemanagement/files/2015/07/Approval-Description-365x36.jpg)
Previously when looking at your Approvals in the list view you wouldn’t be able to see the Short Description of the item (e.g. Change Request) that you were approving. This has now been added into the default list of columns when viewing the list. If you have customised the columns you see and would like […]