...
- Released a few items for START over the weekend. The changes are not noticeable to current production users and there have been no reports of any issues.
- D-564 (Incident Survey not creating tasks): Still under investigation. Bill has ticket in with ServiceNow regarding a fix for this. Issue seems to be when the survey is filled out by someone not logged into ServiceNow.
- R-943 (Knowledge: Enable copy/paste of information into a KB article with no need to reformat the data) is on hold until next week when Dorothy is back
- Chat - Mark asked for Chat to be moved up the list.
- 902 - Dorothy returns and says she's ready for this to go back into Test.
- R-813 (Allow clients to request assistance online via chat) was moved up the priority list.
- R-902 (Cheryl Boeher needs ability to edit Problems after they are closed) Cheryl OK with removing this from the list and adding to the problem process rework. Bill will take care of these reopen these problems for Cheryl on a single case by case basis.New Incident Form - check and see if all the requirements are moved to TEST There are not many of these.
- Added R-731 to the list per Rick Smith
- Bill on vacation August 12 - 16th
...
Priority | Item # | Description | Process Owner | Process Owner | Dev Team | Final Approval | In Development | In Test | Scheduled Release | ||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
1 | R-X | CMDB Release 4 & 5 Work |
|
|
|
| X |
| 8/9/2013 (R4); 8/23/2013 (R5) | ||||||||||
1 - 1A | R-870 | Integrate ServiceNow with Quickbase |
|
|
|
| X |
|
| ||||||||||
1 - 1B | R-860 | SNMP Integration |
|
|
|
| X |
|
| ||||||||||
2 | R-X | START Replacement |
|
|
|
| X |
| 9/27/2013 | ||||||||||
3 | R-821 | Change - Update Change process and update ServiceNow to reflect those process changes. This will be done as part of the CMDB project. | X |
|
|
|
|
|
| ||||||||||
4 |
| Put CHAT stuff here. Move up the list. |
| R-813 | Allow clients to request assistance online via chat |
| 5/31/2013 |
|
| X |
|
| |||||||
4 5 | D-564 | Incident Customer Satisfaction Survey tasks not being created when a respondent indicates on the survey they wish to be contacted for follow up |
| 7/19/2013 |
|
| X |
|
| ||||||||||
5 | R-943 | ON HOLD - Knowledge: Enable copy/paste of information into a KB article with no need to reformat the data |
| 5/29/2013 | 6/14/2013 |
| X |
|
| ||||||||||
6 7 | R-630 | Knowledge - Define a process for letting support teams know when there is new KB article that may be of interest to them. | X |
|
|
|
|
|
| ||||||||||
7 8 | R-897 | New Service Request: ServiceNow Enhancement Proposal. Requested by the ITSM team. |
| 5/6/2013 |
| 5/6/2013 | X |
| 8/2/2013 8 | ||||||||||
9 | D-556 | Users can save/resolve/close tickets without filling out all of the required fields |
| 7/15/2013 |
| X |
|
| |||||||||||
10 | R-731 | Smith's KB table requirement Reporting: Please grant access to the Metrics folks to view a few KB tables for reporting |
|
|
|
|
|
|
| ||||||||||
9 11 | R-926 | New Service Request: IAM - Attribute Release Form |
| 7/15/2013 |
| X |
|
| |||||||||||
10 12 | R-938 | New Service Request: Software Library Addition or Change |
| 7/15/2013 |
| X |
|
| |||||||||||
11 13 | R-901 | Allow Request forms to be visible and fill-able by persons outside Yale | X |
|
|
|
|
|
| ||||||||||
12 14 | R-813 | Allow clients to request assistance online via chat |
| 5/31/2013 |
| X |
|
| 13 | R-767 | Implement New Ticket Feature in the DEV or TEST instance |
| 5/31/2013 | X |
|
|
|
| |
14 15 | R-896 | Determine a way to let Len Peters and Leadership know when a P1 Incident has been created (this replaces the old E-795) | X |
|
|
|
|
|
| 15 | R-902 | Cheryl Boeher needs ability to edit Problems after they are closed | X |
|
|
|
|
|
|
16 | R-X | Make changes to client facing new Incident form | 7/22/2013 | X |
|
|
|
| |||||||||||
17 | R-978 | Problem Process redesign | X |
|
|
|
|
|
|
...
Process Owners please remember to send a delegate in your place if you're unable to attend the meeting.
New Incident Form - check and see if all the requirements are moved to TEST
.