DRYiCE Gold BluePrint on ServiceNow Pune 2009

• In the “Can’t find the right request” form, under the “Request Something” tab, when any mandatory field is left blank and an end user clicks on the submit button, the following message is presently displayed: "Some fields are incomplete: listof mandatory fields on the form" along with the highlighting of those fields. As part of this release, a new message would be displayed to the end user: "Mandatory fields cannot be left blank. Please enter values for the given blank fields:list of mandatory fields on the form." Through this message, the end user will be able to identify the mandatory fields on the service request form.
• In the "Facilities Services" request form (General Facilities, Facilities Enquiry, Facilities Issue, Space Management) under the "Request Something" tab when any mandatory field is left blank and an end user clicks on the submit button, the following message is shown: "Some fields are incomplete: of mandatory fields on the form" along with the highlighting of those fields. As part of this release, a new message will be displayed to the end user: "Mandatory fields cannot be left blank. Please enter values for the given blank fields: list of mandatory fields on the form". Through this message, the end user will be able to identify the mandatory fields on the request form under Facilities category.
• In the "Report a New issue" tab when any mandatory field is left blank on the "Report a New Issue" form and an end user clicks on the submit button,  the following message is displayed presently: "Some fields are incomplete: list of mandatory fields on the form along with highlighting those fields. As part of this release, a new message will be displayed to the end user: "Mandatory fields cannot be left blank. Please enter values for the given blank fields: list of mandatory fields on the form. Through this message, the end user will be able to identify the mandatory fields on the "Report an Issue" form
• Presently On the "Self Service Portal," a request raised by an ITIL user on behalf of an end user is not visible under "My Requests" section. However, the same can be searched through the global search box. Now apart from the requests/requested items that are created by –end users, the request/requested items that were created on behalf of end users by ITIL users are also visible in "My requests" section on the Self Service Portal.
• Offering names in the category HR in the service catalog have been renamed to "HR Issue" "HR Enquiry" "HR Request”. The new names will allow the end user to differentiate between a HR Issue, an  HR Enquiry and HR Request

• Previously, the "Click here" link in the RITM approval email for a requested item used to direct the Approver to the "Approval" page which did not show RITM variables. Now, the "Click here" link will redirect the users to the page where the RITM variables are visible. It would help approvers to see additional information regarding RITM in the form of variables. Hence it would provide them with adequate information to Approve/Reject RITMs.

• Presently, only the REQ number of RITM is displayed on the service request survey detail page, which does not give full information about the RITM to an end user. Adding RITM information (RITM ID & Item name) associated with the REQ number and the CSAT Survey would help anend user to provide correct ratings to the request fulfillment experience. A request can have multiple request items, and hence, if a user can view the RITMs along with their requests while giving the feedback, then the user would be able to relate better to the fulfillment experience while providing the feedback.

• Now, in a service request, a catalog task assignee can see a new field on the catalog task form which captures the time spent by a support user working on a ticket. This field is restricted for a user to edit. The time gets captured only when the user clicks on the start/stop button.

• In the "License Role Mapping" page when the License Manager creates a new license name and maps it to business roles, the same license name can then be referenced from the dropdown value field on the "License Count" page to define the number of licenses purchased and the threshold percentage.

• The "Dormant Policy Required" checkbox and "Dormant Days" fields have been introduced in “License Role Mapping” page.The checkbox signifies if the dormant license policy is applicable on an individual license. "Dormant Days" text field will take input in the form of numbers which will specify after how many days a license gets accounted under dormant licenses.

• "Auto Revocation Required" checkbox and "Revocation Days" fields have been added on the “License Role Mapping” page.  The checkbox signifies if the auto-revocation policy needs to be applied on any license. "Revocation Days" text field will take input in the form of numbers and will specify after how many days of dormancy a license should be revoked.

• Existing iLicense notifications have been reviewed and the content along with verbiage has been updated. New notifications related to dormant policy and auto-revocation policy have also been added.

• On the "License Role Mapping" page a License Manager can now put a restriction on the license consumption by checking the "Over-Allocation Restriction" checkbox so that no additional licenses are allocated once the available license count becomes zero. It will ensure that the number of licenses that are procured should be fully allocated before initiating additional procurement. This will help to limit expenditure on licenses.

• License consuming users other than internal users like vendors, customers, manufacturers are visible under list of "External Users". Remaining license consuming users are visible under list of "Internal Users". This ensures that the License management team has complete visibility of Licenses consumed by both internal as well as external users.

• iLicense app tested and aligned to GBP Pune after the ServiceNow’s Paris upgrade

Benefits of the above enhancements are:

• Roles and Licenses can be mapped with the count, and multiple roles can be added to a license. Also, the threshold, count of procured licenses, count of allocated licenses and count of available licenses becomes visible to the License Manager

• Dormant license policy - Now licenses which are un-used for a particular time period will get automatically added to the pool of dormant licenses. License Manager can take a business decision to reallocate the licenses or use the auto-revocation feature to revoke licenses and hence save on license costs automatically.

• Auto-revocation policy- After the expiration of the dormant time period, licenses will get auto-revoked, and the count is added to the main license pool so that the License Manager can decide to either reallocate or surrender the licenses and save on licensing cost.

• License users will now receive email notifications in case the licenses are about to become dormant due to inactivity or are about to be automatically revoked. Thus, if they want to continue their access to the system, they can log in to keep their licenses active before they are auto-revoked.

• Earlier a support user had to go back to the parent Bagheera request in the "Service Catalog" of the "Self-Service Portal" to perform "Validate” "Re-Validate" and "Submit for Approval" actions on data updates made in Bagheera transaction record. But now these buttons are visible on the page where the updated Bagheera transactions are displayed allowing users to perform "Validate" or "Re-Validate" actions from this page itself. Once it has been validated the transaction record can be submitted for approval by clicking the "Submit for Approval" button.

• In the Bagheera service request section on the self-service portal, a support user will be able to use a composite key instead of a primary key to identify the records that have to be updated in the table. A composite key consists of two or more fields (attributes) of the database table that are taken together to uniquely identify an entity occurrence (table row). It will help to prevent the insertion of duplicate records while updating an existing record with only the primary key

• Automated on-boarding request within Bagheera Data Management. A support user will be able to download a data template in the .xls format from the "Data Management" tab on the "Bagheera Request" section on the service catalog.  After filling the data in the template, the support user will be able to upload it by raising a request.  Once the request has been approved and closed by the Bagheera admin, the support user will be able to view all the data uploaded to the target table in GBP ServiceNow. The automated onboarding request facility is a powerful utility through which the support user can validate and onboard the customer’s entire foundation data (to the) in one go. 

• Icons for SR categories have been updated for GBP’s Mobile app 
  The icons provide unique visual identifiers of SR categories which allow an end user to navigate quickly to the required SR category in the mobile application. It would enable better user experience, and UI would be more organized for end users as well as support users.

• CMDB Data Model has been revised. Few CI Classes which were hidden in GBP and were available in OOB ServiceNow would now be visible in GBP as well. An admin can now use the extended CMDB data model, which includes all the ServiceNow Out of the Box CMDB classes and subclasses. Now, these visible CI classes can be used to define  categories and subcategories in GBP process forms.  

• GBP’s Bagheera App and processes( Incident Management, Service Request Management, Knowledge Management and Problem Management) have been aligned to the Paris upgrade of ServiceNow

• GBP Self Service Portal  has now been aligned to Paris upgrade of ServiceNow.

• GBP’s Mobile and Marketvista Apps along with their processes(Service Asset and Configuration Management, Problem Management, Change Management, Release Management) have been aligned to the Paris upgrade of ServiceNow

• Earlier in Incident Management, when an incident status had been set as Pending-Customer Action, it would get auto-closed after 7 days of inaction. However, if any support user updated the ticket (work notes, etc.) while the ticket’s status was “Pending- Customer Action”, the closure timer would get reset. Now the timer will not be reset even if the support user updates the ticket while it is in the “Pending – Customer Action” and the ticket will still get closed in 7 days.
• Now, an Incident assignee can see a new field on the incident form, which captures the time spent by a support user working on a ticket. This field is restricted for a user to edit. The time gets captured only when the user clicks on the start/stop button.
• Previously, a support user upon selecting "Pending vendor" action for the Incident ticket was taken to a new form/page for filling vendor ticket information which resulted in loss of data already filled in the Incident ticket. Now a link has been made available on the Incident form to fill vendor details. Clicking this link opens a pop-up to fill vendor details without the need to navigate to another page. Once the vendor details are filled up, then clicking the submit button would save the details. Hence, without leaving the incident form, the vendor details can be captured, which prevents data loss on the Incident form. Also, when a support user wants to do a follow-up on incidents pending with vendor, the details of the vendor and the ticket  are readily available on the Incident ticket  itself

• On the Incident form, when an incident assignee changes the status of the incident ticket to "Pending" and the sub-status to "Change Scheduled" a validation message "Please update the change ticket in related records before submitting the form" is shown now. It ensures that a Change ticket is in place when an Incident is pending for implementation of a change request.

• Earlier in Change Management, when a ticket used to be referred back to the change initiator, the approvals associated with the ticket would also get triggered back to the service owner/technical owner. Now, approvals are not triggered again for change tickets that have been referred back. The change initiator can only edit the “Short Description”, “Description”, “Implementation Plan”, “Backout Plan” and “Test Plan” fields. Also,  the change tickets that have been referred back cannot be added in the CAB agenda since the information on these tickets will not be complete.

• Earlier, when an approver used to refer back any change ticket, the reason for the refer back and the associated comments were shown only in the approval table record. Now, the comments will also be updated in the parent change ticket so that change management team has complete information in one place.

• Previously, on the Change Request form, whenever the “New CI” checkbox was ticked, the change workflow was not progressing forward. Now the defect has been resolved and the change workflow will progress forward when the “New CI” checkbox is ticked.

• Earlier, when a knowledge article was imported from an external data source into the "Knowledge Management" module, a knowledge manager was unable to update the articles. Now, in order to edit the articles, a knowledge manager can click on the "Checkout" button on the knowledge article page to access the edit feature and publish the revised article. This ensures that the knowledge managers can maintain correct and updated content in the knowledge base.

• Email notifications format for GBP Processes (SRMS, Release, Asset, Incident, Change and Knowledge Management) has now been updated from simple text  to HTML . The content/verbiage of the notifications has also been updated. Now the notifications have better designs making them visually and contextually more relevant for different types of users, i.e. Approvers, end users, Fulfillers, Support Users.

• Advance survey tested and aligned to GBP Pune after the ServiceNow’s Paris upgrade
• Previously, in the default survey provided inside the “Incidents Awaiting Closure” tab under the “My To-Dos” section on the self-service portal, when an end-user clicked on the “Close Incident” button to accept the incident resolution, a basic survey containing a star rating system and a comment box used to be triggered to the end user’s email address. Now on choosing the option for Advance Survey, a new survey format will be sent to the end user post closure of the incident containing the questions to capture their feedback after raising the incident.

• Previously, in  the default survey provided in the “Requests Awaiting Closure” tab under the “My To-Dos section” on the self-service portal, when an end-user clicked on the “Close Request” button to accept the request resolution, a basic survey containing a star-rating system and a comment box used to be sent to their email address. Now on choosing the option for Advance Survey, a new survey format will be sent to the end user post closure of the request containing the questions framed to capture their feedback after raising the request.

• In the Advance Survey, a feedback icon has been provided on the right-hand side of the self-service portal to capture the feedback of the end-user. Clicking on the icon opens a dialog box that prompts the end-user to provide feedback on their overall experience of using the service portal.

• In the “Request Something” tab,  when an end-user raises a service request from the “Service Catalog”, a dialog box will become visible on the page. The dialog box will provide a set of survey questions to the end-user to record their feedback after raising the request.

• The survey triggered to capture the end-user’s feedback after raising the incident will be stored in the “My Survey” section on the self-service portal. It can be accessed by the end-user from the home page and completed within a month till the expiry of the survey. 

• The “My Survey” section stores the survey questions triggered after the end-user accepts the request resolution and the request is fulfilled. It can be accessed by the end-user from the home page and completed within a month till the expiry of the survey. 

• The survey triggered to capture the end-user’s feedback after raising a service request will be stored in the “My Survey” section on the self-service portal. It can be accessed by the end-user from the home page and completed within a month till the expiry of the survey.

• Date format is updated on today's due date email notification. The email notification sent to a support user for a checklist item expiring on a given date has been made more comprehensive. This will make the message contextually relevant and easier to understand for the support user.  

• Now an admin user will be able to view 2 progress bars, i.e. "Retrieval Progress" and "Transform Progress."
• Retrieval Progress Bar- A progress bar showing the migration of data from the source instance to the staging instance.
• Transform Progress Bar- A progress bar showing the migration of the data from the staging instance to the target instance.
• iMigrate is usually used to migrate hundreds of thousands of records. The progress bars will provide an app admin, who is performing the migration, with a real-time status of the data migration progress.