Content Comparison

587

n/a

OK

Knowledge: Create a new role called Knowledge Author.

• This role should have permission to create a Knowledge Base article and move it into draft or review state.
• They should not be able to move an article into published state.
• They would see everything under the knowledge base section.
• Everyone who has the current Knowledge Manager role should have that role removed and be added to the Knowledge Author role.
• The only person who should have the Knowledge Manager role is Lori Seluga. Once we have a Knowledge Manager they will be granted this role as well.
• Only those with the Knowledge Manager role should be able to move an article into published state.
• Any new folks who want this role going forward will need to have training before being granted this role.
• Remove the 'Knowledge' role from the Service Desk Queue Manager role.

592

n/a

OK

Incident: allow additional filter-by options for "Activity" field; Track in the work notes log when the description and short description of the ticket is changed. Currently when the description or short description is changed there is no note in the work log that it has been changed. Also would like to know the original description versus the new, changed one.

599

n/a

OK

User Administration: Need to come up with a way to flag student users of ServiceNow as their licenses differ than a regular ServiceNow User. Perhaps it's creating a student worker role or creating a report so that we can view users with the itil role as students. This is needed for reporting license use to ServiceNow.

610

n/a

Some minor tweaks still needed (e.g. labeling) OK

Knowledge: Status Update functionality - add 'Status Update' application that uses kb_knowledge to store/expose ITS status updates

623

n/a

OK

Incident: The 'Notify By' field has two items in it, email and none. Original thinking was that 'none' woudl stop the email notification to the clients. It was decided to not do this for a more consistent experience for customers. This box no longer does anything. Please remove so that folks do not think that selecting 'none' stops the emails to the clients.