2012-08-30 Release

Summary

This release primarily involves:

"ITS Status Page" functionality
minor changes to incident functionality

Release Notes

https://yale.service-now.com/kb_view.do?sys_kb_id=7443177e94f52040fde6f6ee6dec9c14

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)	QA Tested?	Dev Status Notes	Description
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	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.

Approved Updates

Update Set (Original Names)

Description

2012/08/30 - 4

Requirement 587 - Knowledge: create knowledge author RACI role

limit the knowledge role so it can't change workflow to published

2012/07/21 - 2

Requirement 599 - System: add custom licensed user count based on Yale's discount for student users

add Licensed Users (Students) and Licensed Users (Non-Students) counts to left nav and homepage widget

2012/07/23 - 1

Requirement 610: Status Update functionality - add 'Status Update' application that uses kb_knowledge to store/expose ITS status updates

create role 'status' to be added to group 'STATUS_MGR' (added to AD/LDAP separately)
add access controls:

kb_knowledge create for role 'status' when Topic==News
kb_knowledge write for role 'status' when Topic==News
kb_knowledge read - add for role 'status'

add application 'Status Updates' for role 'status'

menu item 'Create New' - create a record using 'New status' template
menu item 'Edit' - list all records of topic 'News'
menu item 'Published' - list all records of topic 'News' and workflow state 'published'

add business rules for new status:

on display and before insert of a new record, set roles to public, set default publish (today) and valid_to (today+3days)
on state changes, set the actual kb workflow state based on the 'fake' workflow(u_state) field; Unpublished -> draft, Published -> published

make inactive the 'News' choice in Topic choice list, so it is not used from ordinary KB (but can still be used by business rules/scripts/templates)
add 'fake' workflow choice list u_state, but re-label 'Workflow'; business rules will use this to set the real KB workflow state
create status view w/ a custom form layout (see requirement text or customer updates for full details)
minor changes to standard KB form layout (see requirement text or customer updates for full details)
customize the list layout for the status view to include most of the required fields for Status Updates
create a 'New status' template to set some of the default values; to be used in arguments of 'Create New' module
ensure that UI policy hides 'Topic' after other UI policy which is conditional on 'Topic', otherwise the original policy won't work |

2012/07/26 - 2

Requirement 610: Status Update functionality

alphabetically re-order the web category choices |

2012/07/30 - 1

Requirement 610: Status Update functionality

for status kb items, remove mark internal ui action
on save & exit the form should redirect to the edit view
default value should be "Unpublished"
display name for fake workflow field u_state should be "Published Status" |

2012/07/30 - 2

Requirement 610: Status Update functionality

on save & exit the form should redirect to the edit view (for New form version of the action as well) |

2012/08/23 - 2

Requirement 610 - Status Updates
roll-forward change to include update that didn't survive promotion in original set (label change) |

2012/08/28 - 2

Requirement 610 - Status Updates
roll-forward change to include update that didn't survive promotion in original set (label change) |

2012/08/29 - 2

Requirement 610 - Status Updates
remove/re-add u_state as u_published_status in order to re-label
edit business rules/conditions to match new dictionary name |
Manual Updates
Requirement 587 - group role changes, user reassignments:
- Everyone who has the current Knowledge Manager role should have that role removed and be added to the Knowledge Author role.
- Remove the 'Knowledge' role from the Service Desk Queue Manager role.
Requirement 592 - personalize activities (Activity Formatter) for incident; not captured in update sets. Include short description and description, per Req.
Requirement 610 - relate groups to status role:
- INF Data Center Operations
- MGT Strategy_ Governance and Policy
- Queue Managers