Page Comparison

Defect 331

ITIL users cn change the approver on a Change or a Request. To replicate submit a change, go into the approver record, switch the approver, and save. Approver is now whomever is selected. ITIL users should not be able to change the approver.

Defect 345

deferring, cannot replicate

"Request: Closing a Request Task does not always close the Request Item, even when it's the only task in that Request Item. Expected behavior: closing all Tasks should close the Item; closing all Items should close the Request.
Currently it is possible to have Request state=closed complete but Requested Item State is New or Approved. Also If Requested Item State is New but the Catalog Task.state can be closed or complete. See attached spreadsheet for a list of requests. The list can be sorted to show that sometimes the REQ is closed but the RITM and/or SCTASK is still open."

Defect 349

Change Task and Problem Task do not show the new 'Affected Component' field. They show the 'Configuration Item' field instead.

Defect 373

NetID is no longer a display field when viewing a list of people. NetID is no longer a display field when viewing a list of people. This includes creating a new Incident or Request or selecting a person from an assignment unit list. The person's NetID used to come up in the data output and in the available search list but the NetID no longer appears there. See attached screenshots.

Defect 389

deferring, cannot replicate, tie-in to other problems w/ change workflow

Change: Change tickets are not tracking when the Change ticket was closed. This information does not show up in the activity log nor does it show up in the 'closed' or 'closed by' columns of the Change reports and queries.

Requirement 527

"It would be nice & a bit more professional looking if we could have a personalized signature added to the on-demand email function for Incidents. Currently, when I am looking at a (saved) Incident, I can click the envelope icon in the upper right corner to open a new window, for sending an email to the client and whomever else I choose. To make it look better, I always end up pasting the sig I use for Help Desk email. Suggested by Dave Woyciesjes."

Requirement 593

deferring

"DSP Contract Process Change. Make the following changes to the DSP contract process:
Setup a table for the contracts and give the appropriate staff access to update that table. We will then ask the team managing that table to put in a change ticket with us to move the data over to the live table.
This allows those who are managing contracts to mock up things for the coming fiscal year and then schedule the move of the data to production on the contact start date or at the start of the fiscal year. It also prevents accidental data deletion/mismanagement on live tables. See attachments for requirements."

Requirement 628

In the RITM the Request number is editable which means that someone can go in and associate this Requested Item with another Request. I can also go into the SCTASK and associate the SCTASK with another Request Item. These fields should not be editable, once a Request/Request Item/SCTASK is created the users should not be able to change the associated REQ, RITM or SCTASK.

Requirement 632

these have to be deactivated in all instances; train & test are nominally clones of prod

Hide inactive assignment units in PROD. We're having a problem with folks assigning tickets to the IT Partner units who have not come on board yet. Would like to hide those assignment units in the list in Production and then unhide them when the unit onboards. I'd like to keep them active in Training, Test and Dev though.

Requirement 633

Knowledge Status Page Update Screen: Hide template field in the top left hand corner of the Knowledge Status Page Update screen.

Requirement 672

Add a new request type for DSPs so that they may submit a request and assign it to themselves and close it on first pass. Attached are the work-in-progress requirements.

Requirement 658

rejected

Change text from 'Additional Comments (Customer visible)' to 'Additional Comments (Customer Visible, text will be emailed to contact). This box for update can be found in Incident and SCTASK and other modules.

Requirement 500

Add the 'notify' feature to the SC Task, RITM, Changes, Problems, Change Tasks, Problem Tasks Functionality like in Incident module.

Requirement 677

Request for DSP Request Type-672-Request needs to be viewable to only folks in the CTS organization. Only people members of the assignment units that begin with the prefix CTS should be able to see this request.

Requirement 678

done, with caveats, since this is not supported by ServiceNow

Request for DSP Request Type-672-Request should be configured to work with the mobile view.

Requirement 679

rejected due to inconsistencies with notifications and conflicts w/ current structure of request module

Request for DSP Request Type-672-Add a new status of 'On Hold' to the SCTASK state drop down. When this state is selected it will trigger an email notification to the contact letting them know their Request was put on hold. This email notification should work like the Incident On Hold notification and will be outlined with the rest of the Request email notifications (enhancement request 680).

Requirement 680

partial - only includes Created, Resolved, Approved, Rejected.

Make changes to the client facing Request email notifications. See attachment for the changes. These changes are necessary to bring the new DSP request type (Enhancement Request 672) live.

Requirement 700

Each primary web category-Academic Applications - Business Applications - Email and Calendaring - Information Security - Phones & Directories - Wifi and Networks need an "Other" secondary term added to the drop-down.
In addition, under Primary Web Category "Academic Applications"add a Secondary Web Category: "High Performance Computing"

Requirement 675

SC Item: Migration of Yale accounts from Legacy Systems; see SCTASK0018823

Requirement 683

5 day turnaround for Req 672

Requirement 566

SC Item: Webfarm app deployment (Infrastructure); see SCTASK0004241

Requirement 516

Email Notifications: remove mention of 'additional information' from incident on-hold email notification.