2012-10-25 Release

Summary

This release primarily involves:

Task & Permissions Defect fixes
DSP Contract process management
Request form permissions customization
Expand use of notify/email icon in records
DSP Request in Service Catalog
Client-facing request email notification changes

Progression

Status	Activity	Description	Duration
	Identify release date	see Release Calendar	minutes
	Schedule cloning	clone from prd to: pre, trn, and tst for after release; https://hi.service-now.com/	minutes
	Schedule code review	this should happen after initial handover and before release	minutes
	Submit change request	Open a build/test change request in https://yale.service-now.com/, assign to `INF SN App Support`	minutes
	Start release document	Copy from template ServiceNow Release YYYY-MM-DD	minutes
	Requirements freeze	Curate, then freeze requirements, providing estimates for each using estimator spreadsheet or equivalent	hours
	Build phase work	Begin work in dev	days
	Unit tests	Ensure all pushed to tst & unit tested	hours
	Initial code freeze	Hand over initial requirements list for functional & QA validation in tst	minutes
	Conduct code review	Shouldn't take long, just basic validation of approach and docs	hours
	Defect fixes	Iterative follow-up work in dev, test for defect resolution	days
	Finalize release	Identify changes & updates that are going/not going. Push to pre.	hours
	Final code freeze	Hand over final requirements list for functional & QA validation, w/ regression, in pre	minutes
	Go/no-go	Decide to push to production.	minutes
	Production deployment	Push to prd.	hours
n/a	Production rollback	If applicable; follow ServiceNow Rollback Procedure.	hours
	Notify stakeholders	send out email w/ summary status & link to release documentation, close out RFC and cancel clone requests, if rollback or no-go.	minutes
	Target/Actuals	Deliver target/actuals using estimator spreadsheet or equivalent	hours

Change Control

CHG0003859

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) ______________	Dev Status Notes	Description
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. ensure that "incident opened on your behalf" notification is sent and addressed to the client.

Approved Updates

Update Set (Original Names)	Description
2012/10/26 - 1	Requirement 516 - Email Notifications: remove mention of 'additional information' from incident on-hold email notification.
2012/10/24 - 5	Requirement 566 - request for new Service Request; see SCTASK0004241
2012/10/24 - 4	Requirement 675 - Migration of Yale accounts from Legacy Systems; see SCTASK0018823
2012/10/24 - 3	Requirement 683 - 5 day turnaround for Req 672
2012/10/24 - 2	Reqirement 680 - Request ticket has been Approved: Subject of the email currently reads - 'Your Request Item RITM0019830 has been approved'. It should be corrected to read - 'Request for ITS Support Approved – Ticket Number: REQXXX'.
2012/10/24 - 1	Reqirement 672 - Request ticket is Resolved notification has wrong content: Remove extraneous paragraph.
2012/10/23 - 4	Requirement 527 - add personalized signature added to the on-demand email function for Incidents.
2012/10/23 - 3	Requirement 678 - Request for DSP Request Type-672-Request should be configured to work with the mobile view.
2012/10/23 - 2	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.
2012/10/23 - 1	Requirement 680 - 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.
2012/10/22 - 1	Requirement 680 - 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.
2012/10/19 - 2	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. (continuation of development)
2012/10/19 - 1	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. (continuation of development)
2012/10/17 - 1	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.
2012/10/17 - 8	Requirement 633 - Knowledge Status Page Update Screen: Hide template field in the top left hand corner of the Knowledge Status Page Update screen.
2012/10/17 - 7	Requirement 632 - deactivate assignment units that haven't gone live
2012/10/17 - 6	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.
2012/10/17 - 5	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.
2012/10/17 - 3	Requirement 500 - Add the 'notify' feature to the SC Task, RITM, Changes, Problems, Change Tasks, Problem Tasks Functionality like in Incident module.
2012/10/17 - 2	Requirement 527 - add personalized signature added to the on-demand email function for Incidents.
2012/10/16 - 3	Defect 373 - NetID is no longer a display field when viewing a list of people, when:
2012/10/16 - 2	Defect 349 - Change Task and Problem Task do not show the new 'Affected Component' field. They show the 'Configuration Item' field instead.
2012/10/16 - 1	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.

Manual Updates

Requirement 632 - deactivate assignment units that haven't gone live, using this query: https://yaleINSTANCE.service-now.com/sys_user_group_list.do?sysparm_query=manager%3D173cc0f201d0ac0094adf4b82250a628%5EORmanager%3D726815d901e4a04094adf4b82250a699
Requirement 677 - grant 'dsp' role to all groups w/ CTS (roles, select dsp role, groups tab, filter slushbucket by "CTS" and pull over all CTS groups)