2012-11-15 Release

Summary

This release primarily involves:

bugfixes to customer facing notifications
bugfixes to active catalog items (Enterprise VMWare Request)

Progression

This was an emergency release.

Change Control

CHG0004389

Release Notes

https://yale.service-now.com/kb_view.do?sysparm_article=KB0000066

Documentation

Detail is provided in the description. Full implementation detail is captured in the update set, which can be viewed (with admin rights) by drilling down into the links.

Requirements/Defects

Requirement (Original Names)	Functional Tested?	QA Tested?	Dev Status Notes	Description
Defect 403				There should be a Bomgar Sessions tab at the bottom of incidents. Reported by Lori Seluga and Bill West. Need more information on what this Bomgar Sessions tab should do so we can test its functionality to ensure it is working correctly when it is added into the Incident screen.
Defect 406				The link in the Incident email resolution notification to contact on a itkcet is pointing to the Yale Test instance instead of the Prod instance. Note that I checked all other client facing Incident email notifications and this is the only one where the link is incorrect. Notification #4 (Notification ID: 4 - Incident Resolved):
Defect 408				See INC0072373 for reference: The 'Your Incicent has been placed On Hold' email notification is addressed to Contact (Houle) AND Client (Prof. Gilmore). This results in client receiving confusing email that is addressed to Houle. Only Contact should receive notification email.
Defect 409				See INC0072373 for reference. Initial email confirmation when ticket created (sent 2012-11-05 15:50:57) had incorrect salutation. Email was addressed as "Dear ," with no name.
Defect ???				Request: Enterprise VMWare request form bugs prevent headers from being required fields

Approved Updates

Update Set (Original Names)	Description
2012/11/12 - 2	Defect 406 - The link in the Incident email resolution notification to contact on a itkcet is pointing to the Yale Test instance instead of the Prod instance.
2012/11/12 - 3	Defect 408 - See INC0072373 for reference: The 'Your Incicent has been placed On Hold' email notification is addressed to Contact (Houle) AND Client (Prof. Gilmore). This results in client receiving confusing email that is addressed to Houle. Only Contact should receive notification email. also made sure all incident emails go only to Contact, and not Client
2012/11/12 - 4	Defect 409 - See INC0072373 for reference. Initial email confirmation when ticket created (sent 2012-11-05 15:50:57) had incorrect salutation. Email was addressed as "Dear ," with no name. fix inbound email actions to set u_contact as well as caller_id
2012/11/13 - 2	Defect 409 - See INC0072373 for reference: The 'Your Incicent has been placed On Hold' email notification is addressed to Contact (Houle) AND Client (Prof. Gilmore). This results in client receiving confusing email that is addressed to Houle. Only Contact should receive notification email. make sure contact is set to opened_by in incident record producer in "Create New Incident" item
2012/11/13 - 3	Defect 409 - See INC0072373 for reference: The 'Your Incicent has been placed On Hold' email notification is addressed to Contact (Houle) AND Client (Prof. Gilmore). This results in client receiving confusing email that is addressed to Houle. Only Contact should receive notification email. change the text of the notification to avoid the conflation of client and contact
2012/11/14 - 5	Defect 403 - There should be a Bomgar Sessions tab at the bottom of incidents. Reported by Lori Seluga and Bill West. Need more information on what this Bomgar Sessions tab should do so we can test its functionality to ensure it is working correctly when it is added into the Incident screen.
2012/11/15 - 1	Defect ??? - Request: Enterprise VMWare request form bugs prevent headers from being required fields

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