DRYiCE Gold BluePrint on ServiceNow Pune 2012

This release introduces a feature for personalized crowd-sourced, community-assisted feeds/posts on the self-service portal. The aim is to drive end-user engagement, promoting self-help and knowledge sharing among peers, thereby creating a thriving end-user community.

A GBP admin can enable the crowd-sourced community feature at the customer's request by setting the GBP system property for crowd-sourced to ‘True.’

Additionally, a new app called Patch Workbench has been launched to provide a best-in-class product experience to users. The app provides powerful discovery and compliance reporting to simplify application patch management.

iMigrate

• The app has been tested on GBP Pune, making it fully aligned to the Paris version of ServiceNow

• Previously, all attachments associated with the records (e.g., incident tickets or knowledge articles) were migrated from the source instance to the staging tables. Now, a feature has been introduced to apply a filter on the records so that only the selected attachments are migrated. This will help an admin to migrate only the attachments that are necessary for the selected record.

• A new feature has been introduced. Now, clicking on the "Retrieve all data" button on the app will provide the admin with a view of the total number of record count, source count, and retrieved records count for each selected table. This provides the admin with all the required information needed to tally the total records migrated from the source instance table to the target table.

• A new field named “Watchlist” has been added to the application to select the users who would receive an email notification with a transaction summary of completed migration activity. Apart from an admin, additional stakeholders can also be defined in the field. This feature will keep all the key stakeholders updated and informed about a completed migration activity.

Eagle Eyes

• A prefix will now be added to a checklist task and the checklist response task number when they are created. If a new response task record is created, it is prefixed with 'RES' e.g. RES123456. If a new checklist task record is created, it is prefixed with 'CHK' e.g. CHK12345. It helps the support-user to identify the record easily

• The app has been tested on GBP Pune, making it fully aligned to the Paris version of ServiceNow

• A restriction has been introduced on the groups and the users available for selection for a checklist. Now only the designated groups and the users having a “x_hclte_eagle_eyes.checklist_user” role are visible and available for selection to follow and co-own a checklist. Additionally, in the “In Use” checklist tab, when a support-user attempts to assign a checklist item to any other user, only the users with an Eagle Eye role are visible and available for the assignation. This ensures that only users with access to the Eagle Eyes app are able to assign tasks.

• On both the portal and ITIL view of the checklist item form, the “Assignment group” field has been re-labelled as "Issue Support Group"

• When a support-user clicks on the “Completed checklist” tab on the ITIL view, a new page with the following columns is opened. Number, Checklist, Short Description and Task Type. It will help a support-user to find all the relevant information for a completed checklist with ease.

• The content of the app’s email notifications has been updated. This will make the notifications verbiage correct and contextually more relevant for the support-users.

• Now, a support-user will get an email notification with details of all the checklist items assigned to them that became due on that date. Providing notifications to the support-user on checklist items due ensures timely completion of the checklist tasks.

• Now, a support-user will get an email notification with all the checklist items assigned to them and due in the next 3 days. The new notifications configured for the support-user provide visibility of tasks due in the next 3 days.

• Now a support-user will get an email notification for all the checklist items assigned to them and whose status is past due on that date. The new email notifications configured for the support-user provide visibility of tasks whose due date has expired.

Bagheera

• An error message will be displayed when a support user submits an automated onboarding request through the self-service portal and clicks on the “Run Validation” button. This message notifies the errors in the different tables of the request so that the support-user does not have to go through all the tables to find the error containing records.

• A new feature has been introduced in the app to allow a support-user to submit a Bagheera “Automated Onboarding” SR with a template filled with customer data. After successful submission of the SR, the user is redirected to the newly created Bagheera request page where a dialog box with an animated circle and a prompt message "Data upload in progress" is displayed until the data has been finally uploaded to the staging tables. It helps a support-user to view the real-time status and progress of the request.

• A new feature has been introduced in the Bagheera app to enable a support user to create multiple catalog items in one go. Using a Bagheera multiple catalog SR, the user can provide the details of the catalog items and variables in an excel template and upload the data to the application. Once the validation is complete, the catalog items will be created in the system. This SR saves a lot of admin effort required for the creation of individual catalog items.

Self Service Portal

• Previously, only a normal search capability was available to an end-user on the self-service portal's global search bar. Now, predictive search results are also available. The user is provided with an auto-suggested, drop-down list of recommendations generated by typing a search keyword. After the selection has been made from the list of suggestions, the corresponding results are automatically searched and shown to the end-user. The search has been made intelligent to predict what the end-user is looking for.

•  A new contextual search capability has been enabled in the "Report a New Issue" form on the self-service portal. It enables the form to display knowledge articles and service catalog items based on the keywords entered in the short description field. A user can easily order the relevant catalog items or view articles from the contextual search results.

• Now an end-user can see a Microsoft Teams widget on the knowledge base view page. The MS-Teams widget integration became necessary as Microsoft had sunset the Skype app.

• Previously, a contextual search for a keyword displayed knowledge articles and catalog items that were not published on the self-service portal. This issue has been fixed, and the result of a contextual search displays only the knowledge articles and catalog items published on the self-service portal.

• Previously, there was an overlapping of the broadcast icon with the generic survey icon. It's fixed now. Now, the broadcast icon is not overlapping with the generic survey icon.

• A new crowd-sourced, community tab has been introduced at the top-left corner of the knowledge base page. On hovering the cursor over this widget, an end-user will be able to view a highlighted text, "Access limitless knowledge using advance knowledge & community". On clicking on this widget, the end-user is redirected to the crowd-sourced community homepage to access the information.

• A new feature has been introduced to display crowd-sourced, community-assisted results when an end-user searches for a keyword in the global search bar on the self-service portal.
  a)  Now a “Community” placeholder text is visible in the self-service portal's search bar.
  b)  The end-user can see search results provided by the "Community".
  c) The search results provided by the crowd-sourced community are available in the “All” section or “Community” section on the results page.  
  d)  A community icon has been provided beside every search result sourced from the crowd-sourced community to distinguish it from the rest of the content type.
  e)  When an end-user clicks on any content under the community section, they will be redirected to the crowd-sourced community page to view the content in detail.
  f) Once an end-user is redirected to the crowd-sourced community page, they will be able to see the replies, number of likes, and number of views for that content.

• A new feature has been introduced where the crowd-sourced, community-assisted results are displayed on the right-hand side of the “Service Request” form on the service catalog page.
  a) When an end-user opens a SR form, a search bar with a placeholder text " Search for Community" becomes visible on the form's right-hand side.
  b) By default, the end-user can see a list of 7 posts below the search bar.
  c) The list of these default posts is based on the title of the service request form
  d) An end-user can click on the “More” link to navigate to the community page view.
  It provides readily available and contextually relevant crowd-sourced community-assisted results to an end-user while raising a service request.

• A GBP system property controls the newly released feature of crowd-sourced community. Enabling this property will enable the crowd-sourced community feature and disabling the property will disable the feature on the self-service portal.

• Previously, when an end-user navigated to the self-service portal, the loading text was not visible because the background and font colour were the same. Now, this issue has been fixed.

• Previously, on clicking on the “Add to cart” or the “Wishlist” button on a SR form in the service catalog, an end-user would be redirected to the service catalog home page. Now, on clicking the “Add to cart” or “Wishlist” button on a SR form in the service catalog, the end-user will be redirected to the service catalog category page.

• A crowd-sourced community assistance feature has been introduced in the “Report a new Issue” form on the self-service portal. Now, an end-user will have access to feeds providing community-assisted information and posts matching the keywords in the description field of the “Report a New Issue form”. It would simplify the incident reporting process and provide the end-user with additional information to raise an incident correctly.

Release Management

• Previously, If the approval status of a release was in the “Pending Approval” or the “Design approval” stage and only the latent features were attached, then the status of the approvals for the latent features that had already been triggered before was displayed as "Approved" or “Requested”. The status was incorrect since the latent features mentioned in the release had been implemented. This error has been fixed, and the status of the triggered approvals for the latent features is displayed as "no longer required".

Knowledge Management

• Previously, a checkout button was not available on the base version of a knowledge article. In the absence of the checkout button, a support-user could not publish the base version of the knowledge article rejected in the approval process. Additionally, it was not possible to submit another revised version of the same article in the future. Now, a checkout button has been added to the base version of a knowledge article to be published if the new version of the article is rejected. In addition to this, the revised version of the article can also be published in the future. It ensures that the base version of the knowledge article is available to the end-users and the support users till the new version of the article is published.

• A new community-based search capability has been introduced in all the search bars on the self-service portal. Now, an end-user will be able to see crowd-sourced, community-assisted results when they search for any information in the search bar on the self-service portal.

iUpdate

• The app has been tested on GBP Pune to align it to the Paris version of ServiceNow

Spider

• The app has been tested on GBP Pune, making it aligned to the Paris version of the ServiceNow

Change Management

• Previously, a support-user was able to add an ad-hoc approval on the CAB approval stage. Now, the addition of an ad-hoc approval is disabled for the support-user at the CAB approval stage. This meets the compliance requirement in the Change Management process.

• Date format error has been fixed through a back-end code that takes care of the mismatch that happens after synchronization.

iLicense

• A node-based license model feature has been introduced in the iLicense app. Now, a newly added node (server, router, switch) is automatically captured and updated in the CMDB after discovery. The app also updates the count of the newly captured nodes. This enhancement in the iLicense app enables a customer to capture node-based licenses for CIs such as servers and VMs.

Patch Workbench

• A new integration has been introduced to integrate patch workbench to Bigfix. This will integrate the Bigfix computer group table with the patch workbench computer table. The synchronization of the computer table information with Big Fix will make the patching task easier for the ITIL user.

• A new feature has been introduced in the app to capture computer groups in the patch workbench application. It will allow logical grouping of devices/servers for deploying patches.

• A new feature has been introduced in the app to capture patch baselines in the patch workbench application. It will allow the logical grouping of patches for deployment on computers/devices. The latest patch baseline information will help an ITIL user update the relevant computer/computer groups when required with the relevant patches.   

DRYiCE Gold BluePrint is a ready-to-use process ecosystem that is based on best-of-breed IT Service Management (ITSM) platforms and coupled with our strong three decades of Service Management expertise. It offers a superior experience to manage enterprise IT services enriched with intuitive features that facilitate self-service to improve operational efficiency thereby empowering executives in making informed decisions.

For support-related queries, please log onto https://support.dryice.ai