DRYiCE Gold BluePrint on ServiceNow - Extended Ooty release

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RELEASE DETAILS

Product Name DRYiCE Gold BluePrint
Version Number Extended Ooty release
Release Month March , 2020
Release Size (KB/MB/GB) Medium
Release Summary
Overview

With this release the DRYiCE NextGen Gold BluePrint has been further enhanced by aligning Gold BluePrint with Orlando version of the ServiceNow. This platform upgrade brings many new features for specific modules and supported apps thereby bringing more usability, agility for the user to consume features promptly and swiftly.

New Features and Enhancements - DRYiCE NextGen Gold BluePrint

With this release, we continue to respond to our customer’s needs to build a better product with capabilities that will help them to transform their business by catalyzing key operational and innovation enablers. Towards this end, we have brought in new functionalities, which are put together in this release note. This new release also introduces a range of enhancements targeted towards improving the user experience by further improving various module features for our customers, fulfillers and for our most significant stakeholder - The End Users.

The focus of this release is on aligning DRYiCE Gold BluePrints’ to Orlando platform of ServiceNow bringing in innovation thinking in the enterprise. With this aim of delivering value via innovation, this release introduces a variety of new features, functionalities in Incident, Change and Agent Workspace.

 

Module Description
Incident Management The "Major Incident Candidate" checkbox to remain editable even after it is accepted by the Major Incident Manager.
Platform Upgrade Aligning GBP to corresponding Orlando Upgrade of ServiceNow
End User Portal
  • Clone a submitted request by selecting multiple users (Only for SSP view)
  • Configure the wish list feature for the users so that users can save catalog items to the wish list and visit them later to complete the ordering process
  •  All the fields on existing delegates record should get read only, once the end date time for that record have been passed. User should not be able to edit the past records for which date time (End date) have been passed.
  • Attachments added on end user view as comments or feedback by any users are not visible anywhere on feedback Related list on article form
Problem Management
  • Notifications to be defined for various closure cases: Closed Cancelled, Closed Disqualified, Solution Withdrawn, Closed Implemented and Closed-Not Implemented.
  • "Risk" field to capture the risk when problem ticket is closed with solution investigation is withdrawn
i-Liscence
  • A capability to be built in iLicense in a form of property which enable automatic revocation of License of the dormant user on the 7th day after he/she added to the list of dormant user. Mapped role with that License should be revoked.
  • iLicense having the  capability of License to License relationship (Parent-Child), so that accurate License Count for each License type should be reflected in License count table without any duplication.

Mobile App

  • Enable Now mobile for end user experience (Android & ios) in Next Gen GBP
  • NextGen GBP features should be in sync with all the available OOB  features in Now Mobile.
Change Management
  • Change Management: info messages after filling risk assessment should stay after page loads
  • CAB date field on Change Ticket should be populated from the CAB Workbench
  • Counter for Refer Back "Create a counter for the Refer Back field. This will help track how many times a change ticket is referred back"
  • User is now able to edit the details of the change when its referred back
Defects
  • Issues related to the SR form and cart functionality: Issue related to SR form while submitting the SR
  • Issue related to the logout button and login page on the NOW mobile app
  • Open the Service Portal
  • Go to 'My Requests' and open one of the Active Request.
  • Cancel the Request by clicking on the Cancel button and adding the additional comments.
  • ESS view will open. The GBP RITM view should be visible on cancelling of RITM. It is working fine for end user. Please refer. Same is also happening in case of Close and Reopen of RITM. Please also fix that. Similarly, it is working fine for end user. Issue is there in case of support user.
  • Even when the RITM is closed the user is able to add Comments which will not be addressed by anyone on closure. Solution - Hide additional comments on RITM closure.
  • The End user can remove the filter conditions based on Active(Active= True or Active=False) , Status (Status= Pending) and Sub Status ( Sub status = Customer Action) fields from the My Incidents, My Requests and My To Dos pages. By doing so the user is able to see all active records even under Closed Incidents and Closed Requests  tabs  .
    Solution - Hide Context Menu for End User (Show Matching and Filter out)
Knowledge Management

Related Articles section in Knowledge Article.

  • Make " Related Articles" tab visible in Related list of Knowledge article
  • "Edit" button to be visible in "Related Articles" tab
  • Upon adding article under " Related Articles" tab, the related articles to be visible on Service Portal as well
  • On Service Portal, when we open an article, "Related Article" section with related articles will be visible only when we have related any article in an article through support user view
IM, PM, CM, KM, RM, SRM
  • Apply a validation (restriction) so  that end user who does not have any role i.e  itil , approver_user, admin & business_stakeholder  should not be added in adhoc approval.
  • Embed an interactive approval request for GBP ServiceNow approvals in the email notification sent to a user.
    The user can accept or reject the approval request from the email client i.e. User should be able to take approval action by simply clicking on
    approve/reject through Microsoft Outlook email.
  • Ad-hoc tasks in Generic Service Requests
Self Service Portal
  • Added bread crumb on the Search results of Self-Service Portal applicable to all keyword search bars that would help user to clear the previous search result without refreshing the SSP page
  • Clicking on Broadcast (Bell) icon on self-service portal would display Announcement and News in 2 different tabs
Bagheera
  • Provision to Add records without Data Template: Implemented for  User SR
  • Provision to Add records without Data Template for below mentioned SRs:
    Support Group, company, business unit, location, cost center, department
  • Provision to Add records without Data Template for below mentioned SRs:
    Hardware, application, computer, ESX, linux, unix
  • Provision to Add records without Data Template for below mentioned SRs:
    Windows, router, switch, relation, Cat/Sub-Cat/Resolution code, services
  • Make the field " Managed By Group" visible on  cmdb ci* class table. Identify the group responsible for managing the CI data
  • Highlight mandatory fields in the transaction logs
    Hide import set from bagheera form
    Hide Data Source from bagheera form
  • Auto-refresh of Bagheera form is not stable on Support user view, also on SP the Bagheera request form should get auto refresh upon clicking the UI actions on both ITIL and SP view
  • User with no role should not be able to provide an approval:
    a. "My Approval" tab will not to be visible on SSP when end user is chosen as delegated user or even he/she is a manager
    b. User with no role must not receive email notification related to approval User with no role on being an apporver: must get information upon opening the approval form : "Require additional roles to continue with approvals. "
  • Check for radio buttons instead of checkbox while selecting the data upload approach
  • Remove popup post selecting approach to enter few records.
  • Provide information about next steps to be performed upon selecting any of the upload options:
    a. for bulk upload, message to be displayed : Download the data template -> Attach the filled data template -> Click on Submit
    b. For few uploads, message : Please click on Submit to proceed
  • Back button on Service Portal to work as per expectation. Upon clicking the same, user should redirect to Bagheera request form this button is to be visible on Transaction Log Form
  • Bagheera:  Validation on choice field & Data Template
Release Management Login as product manager, create a new product, issue in business owner field instead of reference, it is watch list type field, Design approval team label is missing.
Legacy GBP
  • Change Approval Lookup SR is not working in MTaaS environment.
  • Ooty upgrade for Classic GBP - Incident Management
Eagle Eyes
  • A button "Retire" should be visible on deactivated checklists to retire a checklist
  • Eagle Eyes Header menu on the Eagle Eyes Portal
  • Introduce order and priority on checklist items within checklist
  • Checklist Item related list on the Checklist form
  • The Navigation Panel of the Eagle Eyes would contain the following:
    Checklist
    Portal - Link to Eagle Eyes Portal home
    Browse for Checklists - Link to Eagle Eyes portal with all the Public
    Create a New Checklist - Link to new Checklist form
    Completed Checklists - Link to Completed tasks
    Retired Checklists - Link to Checklists that are marked as Retired (Checklist records that are Active = false)
  • Provision for the user to create checklist and then attach checklist items to this checklist
  • Eagle Eyes Portal Navigation
  • Eagle Eyes Checklists - Past Due tab
  • Browse for Checklists
  • Eagle Eyes Checklist - add filters in the UI based on checklist name
  • Past Due date in Checklist
  • Eagle Eyes checklists - Reports
  • The following notifications are to be configured for Eagle Eyes app:
    Creation of Checklist, Any group is added, On Todays due date, On Upcoming due date, On Checklist activation, On follow checklist
    On Unfollow Checklist, Missed Item from Checklist, Notification Template, Retire Checklist, Deactivate Checklist
  • Update the Checklist item field arrange as per attached slides on when user clicks on + icon to add a new checklist item and when the user clicks on pencil icon to edit the existing checklist item record.
  • Re-label the Due After field to "Complete by"
  • Once the user open the Eagle eye portal, the landing page should be My To Do page.
  • A search box to be included on the Browse page to be able to search for checklists using checklist names. This needs to be placed at top right corner.
  • The checklist reports shown when the user clicks on Dashboard page should be as per logged in user. Only the data where the user is created by or owned by, collaborator or assigned user should be displayed in the reports.
  • A user can use the post comments option to post comments on checklist items. Also, an incident can be reported using report issue icon. Once an incident is created using report issue, the comments from the checklist item are also to be copied in incident work notes (activity log).
  • On the Checklist and Checklist form there should be default help text (placeholder text) to be displayed for the fields in which user input is required. Once the user clicks on any of these field, the text should vanish and field would become blank. Attached are the placeholder texts for the fields.
Marketvista
  • MarketVista Application Configuration Page
  • MarketVista Software Product Model form Configuration
  • MarketVista: link on Self Service Portal and MarketVista Homepage UI
  • Clicking on each software on the MarketVista page would take user to software request form so that user should be able to request for software install and access request through MarketVista. Create form design, fields and validations
  • User should be able to order software install/access request by selecting software published on MarketVista software section and filling all the required details on the software request form.
  • Single level of approval is required i.e. Request For User's Reporting Manager approval is triggered once request item is submitted.
    3. Manual Tasks would be triggered in parallel once RITM is approved based on the request type: Quantity field on software request form in MarketVista should be hidden for the user so that user can be restricted from ordering more than 1 quantity of a software item.
    Quantity field for other request items in Service Catalog should remain as it is (Visible)
  • MarketVista - RITM should be Closed-Successful on successful closure of all tasks
  • "My Stuff" section would only display the software(s) which are installed via MarketVista so that all other software(s) which are installed via other mediums should not be visible under "My Stuff" section of MarketVista.
  • MarketVista: "My Stuff" Section
  • MarketVista - Alert Message on install/access request on already installed software on the device

 

New Features and Enhancements - DRYiCE NextGen Gold BluePrint for Managed Service Providers

With this release, we continue to respond to our customer’s needs to build a better product with capabilities that will help them to transform their business by catalyzing key operational and innovation enablers. Towards this end, we have brought in new functionalities, which are put together in this release note. The focus of this release is on aligning DRYiCE Gold BluePrints’ strategy towards a XaaS Model bringing in innovation thinking in the enterprise. With this aim of delivering value via innovation, this release introduces a variety of new features, functionalities in Change Management, Knowledge Management & for our most important stake-holder End User.

 

Module Description
End User Portal
  • Clone a submitted request by selecting multiple users (Only for SSP view)
  • Configure the wish list feature for the users so that users can save catalog items to the wish list and visit them later to complete the ordering process
  •  All the fields on existing delegates record should get read only, once the end date time for that record have been passed. User should not be able to edit the past records for which date time (End date) have been passed.
  • Attachments added on end user view as comments or feedback by any users are not visible anywhere on feedback Related list on article form
Change Management
  • The word "GBP" should be removed from 'GBP Risk Assessment form" in change
  • Prefix GBP should be removed from the PIR form on Change form on MSP Instances.
  • Enable Refer back option for Delegate user for both Change and Knowledge approvals
  • User is now able to edit the details of the change when its referred back
  • Run check conflict is mandatory whenever CI and Planned window is changed
Knowledge Management Attachments added on end user view as comments or feedback by any users are not visible anywhere on feedback Related list on article form
i-Migrate MSP Ooty Upgrade for i-Migrate
Self Service Portal
  • Added bread crumb on the Search results of Self Service Portal applicable to all keyword search bars that would help user to clear the previous search result without refreshing the SSP page
  • "My Approval" tab will not to be visible on SSP when end user is chosen as delegated user or even he/she is a manager.
  • User with no role must not receive email notification related to approval
  • User with no role on being an approver : must get information upon opening the approval form : "Require additional roles to continue with approvals.
  • Make the field " Managed By Group" visible on  cmdb_ci* class table. Identify the group responsible for managing the CI data
  • The End user can remove the filter conditions based on Active(Active= True or Active=False) , Status (Status= Pending) and Sub Status ( Sub status = Customer Action) fields from the My Incidents, My Requests and My To Dos pages. By doing so the user is able to see all active records even under Closed Incidents and Closed Requests  tabs  .
    Solution - Hide Context Menu for End User (Show Matching and Filter out)
Bagheera
  • Provision to Add records without Data Template : Implemented for  User SR
  • Provision to Add records without Data Template for below mentioned SRs:
    Support Group, company, business unit, location, cost center, department
  • MSP Ooty upgrade for Bagheera
  • Provision to Add records without Data Template for below mentioned SRs:
    Hardware, application, computer, ESX, linux, unix
  • Provision to Add records without Data Template for below mentioned SRs:
    Windows, router, switch, relation, Cat/Sub-Cat/Resolution code, services
  • Highlight mandatory fields in the transaction logs
  • Hide import set from Bagheera form
  • Hide Data Source from Bagheera form
  • Back button on Service Portal to work as per expectation. Upon clicking the same, user should redirect to Bagheera request form. This button is to be visible on Transaction Log Form
  • Check for radio buttons instead of checkbox while selecting the data upload approach.
  • Remove popup post selecting approach to enter few records.
  • Provide information about next steps to be performed upon selecting any of the upload options:
    a. for bulk upload, message to be displayed : Download the data template -> Attach the filled data template -> Click on Submit

    b. For few uploads, message : Please click on Submit to proceed.
i-Liscence
  • MSP Ooty Upgrade for i-Liscence
  • A capability built in iLicense in a form of property which enable automatic revocation of License of the dormant user on the 7th day after he/she added to the list of dormant user. Mapped role with that License should be revoked.
  • "Dormant Licenses" Count and "Dormant Users" list tab in License Count table
  • iLicense now has the  capability of License to License relationship (Parent-Child), so that accurate License Count for each License type would be reflected in License count table without any duplication.
SRM Ad-hoc tasks in Generic Service Requests

 

About

DRYiCE Gold BluePrint is the ecosystem of best practices, involving a group of service management processes and a state-of-the-art operating environment. DRYiCE Gold BluePrint offers a superior user experience to manage your enterprise IT services thereby empowering executives in making informed decisions. Gold BluePrint is laced with intuitive features that facilitate self-service to improve operational efficiency.

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