GBP Ranchi 2109

In release Ranchi 2109 of DRYiCE GBP on the ServiceNow platform, we have introduced new features such as event-based SMS notifications, secure login through multi-factor authentication, automatic ingestion of golden data sets from DRYiCE ROAR. Other highlights in this release include direct mapping of requests to their service groups, improved agent workspace, and the capability to update incidents upon closure of problem records.

Advanced Survey

• A new ‘Survey Reader’ role has been created for service desk users enabling them to see the list of overall completed survey responses provided by different end-users in the ‘Overall Survey’ module. This will enable service desk users to quickly analyze all the responses and take the most appropriate action based on their assessment.
• Now, service desk users will be able to generate a pie chart report compiled from the data obtained from completed survey responses in the preceding 30 days. The report categorizes user responses into groups of ‘Highly Dissatisfied’, ‘Dissatisfied’, ‘Neutral’, ‘Satisfied’, and ‘Highly Satisfied’ based on their experiences. The data will enable service desk users to improve service delivery in the future.

Self Service Portal

• Now, upon navigating to list view under ‘Active Incidents’ , ‘Incidents Awaiting Information’, ‘Incidents Awaiting Closure’, ‘Requests Awaiting Information’, ‘Requests Awaiting Closure’ sections users will be able to see two additional tabs ‘Created on’ and ‘Updated’ that have been introduced for displaying the date and time when the incidents were created and updated. This will enable users to filter incidents based on their timestamps.
• The ‘Overall Survey Pie Chart (Last 30 days)’ will now be displayed as ‘General Feedback Survey Pie Chart (Last 30 days)’.The ‘Overall Survey’ section displayed under the ‘View All Surveys’ tab has been renamed to ‘General Feedback Survey’. The Email notification ‘Overall Survey Responses have been rated for the past 30 days.’ has been updated to ‘General Feedback Survey Responses have been rated for the past 30 days.’

Incident Management

• Now upon navigating to the ‘Normal Incidents’ form, users will be able to see the ‘Incidents Task’ related list that has been configured on the form to display all open tasks and to create Ad-hoc tasks for open incidents. This ‘Incident task’ related list introduces a direction for fulfillers to efficiently carry out the open tasks and also create new ones if required.

Service Request Management

• Now, upon moving the status of service requests to ‘Pending-Vendor Action’ an ‘Add Vendor Ticket’ link will become visible on the task form. Upon clicking on the link, task assignees will be navigated to a popup form where they will be able to enter the vendor details without having to leave the task form, thus improving their user experience.

Problem Management

• Now, upon changing the status of problem records, the ‘Work Notes’
  section in all associated incident records will be automatically updated as given below -
  1) Upon moving problem records to the ’Solution Identification’ state the information in the ‘Workaround’ field will be automatically copied to the ’Work Notes’ section in associated incidents;
  2) Upon changing the status of problem records to ’Closed -Disqualified’ or ’ Closed-Solution Investigation Withdrawn’ or ’Closed Implemented’ or ’ Closed Not Implemented’, the ‘Work Notes’ section in all associated incident records will be automatically updated to &quot;The related problem <$PRBXXX$> is closed".
  This will help in maintaining parity between status transitions of problem
  records and their associated incident records as well as minimizing aging and volumes of open tickets.
• Now, upon selecting ‘Others’ from the ‘Root Cause Analysis’ tab of a problem ticket that is under investigation, users will be navigated to the RCA Technique form for capturing details of the new RCA. Once the details have been submitted the new RCA Technique will be displayed in the RCA Related Lists section.
  This will provide flexibility to PIT users to use offline RCA or add new RCA techniques if the ones available are not sufficient.

Knowledge Management

• Now, automatic notifications will be sent in intervals of 30 days and 7 days before the expiry of knowledge articles to the author, Knowledge Owner Group, Knowledge Management Group informing them about the impending expiry. This will provide authors with sufficient time to review the relevancy of knowledge articles before their expiry.

GBP Platform

• Now, upon logging into GBP for the very first time, users will be prompted to scan the QR code with ‘Google Authenticator’, ‘Microsoft Authenticator’, or ‘Twilio Authy’. Upon completion of the scan, users will be provided with a six-digit, time-dependent OTP, for secure login through multi-factor authentication.
• Now, upon receiving negative feedback on the self-help options available in Lucy, a chat session will be immediately initiated with users. This will provide end-users with an alternative to proceed further in the process if the available options are unsuitable.

Now Mobile App

• A new capability has been introduced on the ‘My Requests’ applet on Now Mobile to allow users to see all request items that have been opened by them. Earlier, the information available in the field also included request items opened on behalf of third parties, which made it inconvenient for users.

Market Vista

• Now, upon choosing any one of the options available under the ‘Request Type’ field on the software model form, users will be provided with a list of all groups associated with the selected ‘Request type’, enabling them to choose only the relevant ones. The capability to assign requests manually to the relevant groups, overriding automatic assignation, will provide users with one more option for fulfillment if needed.

Agent Workspace

• Now, upon navigating to the ‘Agent Workspace’ landing page, users will be able to see the new icons that have been introduced for ‘User Preferences’, ‘Notification’, and ‘Search’. Upon clicking on the icons, users will be able to access the configured functionalities as given below -
  ● User Preferences: Access to ‘Settings’, ‘Configure Workspace’, and ‘Logout’ options;
  ● Notification icon : Lists all the notifications that have been triggered to agents;
  ● Search Icon: Allows agents to carry out a global search of all configured search items;
  
  This will allow agents to work on the tickets, collaborate and track assigned
  tasks from one place.
• Now, admin users will be able to configure the branding, theme, and logo of the Agent Workspace. This will provide the flexibility to standardize the look and feel of the agent workspace as per the organizational requirements.

Communication Manager

• A new capability has been introduced to configure event-based notifications on the SMS channel based on predefined trigger conditions. This will enable users to respond faster to critical notifications and take the required actions.
• Now, upon sending or receiving SMS notifications the ‘message id’, the name of the sender and receiver of the message, the type of the message and its price will be automatically logged in the ‘Communications log’. This will provide the necessary information for carrying out audits in the future if necessary.
• A new capability has been introduced in the Communication Manager to enable administrators to set the system property to ‘True’ or ‘False’ for enabling or disabling SMS delivery. This will enable administrators to control the SMS engine, thereby regulating the SMS delivery.
• Now, upon any change in status of major incidents, satisfying the predefined trigger conditions, SMS notifications will be automatically sent to all those users whose cell phone numbers have been configured in the recipient lists. The trigger conditions are as follows :
  ● Upon submission of incident tickets;
  ● Assignation of incident tickets to the assignee as well as the assignment group;
  ● Resolution of incidents;
  ● Cancellation of incidents;
  ● Reopening of incidents;
  
  This will keep requesters of major incidents promptly informed about the progress of their tickets
• Now, upon any change in the status of incidents, which occurs according to the predetermined trigger conditions, SMS notifications will be sent to all users whose numbers have been configured in the list of recipients. The trigger conditions and the configured notification recipients are as follows
  ● Upon moving the status of incidents to ‘Pending’, SMS notifications will be triggered to requesters and assignment groups;
  ● Upon any upgrade or downgrade in the priority of the incidents, an SMS notification will be triggered to the assignment groups;
  ● Upon breach of Response SLAs at 50% and 75%, SMS notifications will be sent to assignees and assignment groups;
  ● Upon breach of resolution SLAs, SMS notifications to be triggered to assignment groups;
  ● Upon resolution of incidents and moving their status to ‘Out of Scope’, SMS notifications will be triggered to requesters;
  ● Upon resolving incidents and moving status to ‘No User Response’, SMS notifications will be sent to requesters.
  
  This will provide the configurability to notify assignees or requesters based on the status updates, thus improving the incident management process.
• Now, upon any change in status of service requests, satisfying the pre-defined trigger conditions, SMS notifications will be sent to all those users whose cell phone numbers have been configured in the list of recipients. The trigger conditions are as follows –
  ● Upon registration of request items;
  ● Upon registration of requests;
  ● On assignation or re-assignation of the task for fulfillment to fulfillment group;
  ● Whenever emails are sent to assignees informing them about the assignation of catalog tasks, SMS notifications will also be triggered to update them on the same activity;
  ● Whenever emails are sent to the fulfillment group upon cancellation of approved requests, SMS notifications will also be triggered to update them on the same activity;
  ● Upon cancellation of request items;
  ● Upon sending a rejection email to the requester, SMS notifications will also be triggered to update them on the same activity through an alternate channel;
  ● When the requested item is approved;
  ● Upon sending ‘Requested Item Reopen’ mail to requesters, SMS notifications will also be triggered to update them on the same activity.
  
  This will notify users immediately, enabling them to respond quickly to critical events.
• Now, upon any change in the status of service requests, which occurs according to predefined trigger conditions, SMS notifications will be sent to users configured in the notification recipient list. The trigger conditions are as follows -
  ● Upon sending emails to assignment groups to inform them of reopened requested items, SMS notifications will also be triggered updating them on the same activity;
  ● Upon sending emails to the service desk when the RITM is about to breach 50% of the configured response SLA, SMS notifications will also be triggered updating them on the same activity;
  ● Upon sending emails to the fulfillment group when the RITM is about to breach 75% of the configured response SLA, SMS notifications will also be triggered to them updating them on the same activity;
  ● Whenever emails are triggered to fulfillment group upon breach of response SLA, SMS notifications will also be triggered to them updating them on the same activity;
  ● Whenever emails are triggered to fulfillment group upon breach of resolution SLA, SMS notifications will also be triggered updating them on the same activity;
  ● Upon sending emails to the fulfillment group when RITM is about to breach 50% of the configured resolution SLA, SMS notifications will also be triggered updating them on the same activity ;
  ● Upon sending emails to the fulfillment group when RITM is about to breach 75% of the resolution SLA, SMS notifications will also be triggered updating them on the same activity;
  ● Upon sending emails to assignees when a ticket is in ‘Pending – Customer Action’ and customers have provided their comments on the task, SMS notifications will also be triggered updating them on the same activity;
  ● Upon sending emails to assignees when a ticket is in ‘Pending – Customer Action’ and customers have given their comments on the RITM, SMS notifications will also be triggered updating them on the same activity;
  
  The addition of SMS as a supplement to email notifications will provide users with the flexibility to receive notifications through alternative channels.
• Now, upon any change in the status of change requests which occurs according to the predefined trigger conditions, SMS notifications will be sent to users whose cell phone numbers have been configured in the list of recipients, enabling them to act swiftly to critical events.
• Now, upon any change in the status of knowledge articles that occur according to predefined trigger conditions, SMS notifications will be triggered to authors whose cell phone numbers have been configured. in the notification list of recipients. This will update them immediately on the status of the knowledge articles, enabling them to act swiftly.

Others

• Now, upon receiving a confirmation on the availability of Golden data set output from ROAR, a command will be executed for automatically importing the datasets into CMDB, improving its accuracy.
• A new ‘Connect to Boomi’ button has been introduced under the ‘Onboarding Self-Help’ section to enable users to quickly connect to ROAR with the help of handshaking information stored in Boomi. This will help to reduce the complexity of integrating data from ROAR.

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