Digital Transformation

San Diego Release- What’s New and Exciting in the world of ITSM- PART 2

Welcome back! We are hoping you found our previous blog on the highlights of all that is new and has changed in the world of ITSM with the new San Diego Release of ServiceNow, helpful. In case you haven’t read our Part 1, you can read it here What’s New and Exciting in the world of ITSM- PART 1.

In this second and final part of our blog piece, we will share with you an in-detail summary of all new features and the secret recipe of a successful upgrade. Moving on here is an elaborate yet extremely handy summary of what changed updated within the San Diego release.

Application or feature Details
Change Management

Change Management overview dashboard
Use the dashboard version to analyze all the information in a unified location. The Change Management overview page is converted to a dashboard for the following advantages:

  • Responsive design: The widgets on the dashboard are optimized for the screen that you’re using: desktop, tablet, or mobile phone.
  • Drag-and-drop widgets: You can add dashboard widgets precisely where you want them and rearrange the dashboard with the available tools.
  • Ability to share: You can share dashboards easily with users, roles, and groups.

The dashboard version is available by default for zBoot customers. Upgrade users have access to the dashboard version but the Change Management overview homepage remains the default view.
Add comments to a change record
Add comments to a change record as a business stakeholder with the updated ACLs.
For the zBoot customers, the updated ACLs are available by default with the ITSM Roles – Change Management plugin (com.snc.itsm.roles.change_management).
For upgrade customers, the new ACLs are inactive. To activate the ACLs, run new ITSMBSCommentsWriteHelper().updateAllBSCommentsWriteACLs(); in the Scripts – Background module.

Change Management in Service Operations Workspace
Create a change to track modifications to a supported configuration item. The change creation landing page supports change models and types.

Incident Management

Introducing the Incident Management Best Practice – San Diego plugin
The Incident Management Best Practice – San Diego plugin (com.snc.best_practice.incident.sandiego) is introduced in the San Diego release to make the newly added resolution codes available in the zBoot instances. This plugin is not available by default for upgrade instances, but is available for installation.
The Incident Management Best Practice – San Diego plugin (com.snc.best_practice.incident.sandiego) is introduced to support the following:

  • Enhancement to Caller and Company fields.
  • Enhancement to known error articles.
  • Enhancement to Communicate Workaround.

Enhancement to the Caller and Company fields
Create an incident without the need to fill in the Caller and Company fields on an Incident form when you’re creating an incident from an alert, major incident record, or change request. For more information, see Create an incident and Major incident management.

Enhancement to resolution codes
Capture the nature of the resolution provided for an incident with the updated resolution codes. This information can be used for better reporting and trend analysis.
The following resolution codes are introduced in the San Diego release to help you understand how an incident is resolved.

  • Duplicate
  • Known error
  • No resolution provided
  • Resolved by caller
  • Resolved by change
  • Resolved by problem
  • Resolved by request
  • Solution provided
  • Workaround provided
  • User error

Enhancements to the State and Incident State fields
Avoid issues if you use the State or Incident State fields on the Incident form while creating or updating an incident record because both of these fields are synced in the back end.
View related records on an incident

  • View the list of cases associated with an incident to determine the business impact and keep customers updated.
    When the Customer Service with Service Management plugin (com.sn_cs_sm) is activated, the Customer Cases related list is visible on the Incident form when an incident has one or more cases associated with the incident. For more information, see Create an incident.
  • View the Interaction related list in the default view on the Incident form when there is an interaction associated with the incident record. For more information, see Create an incident.

Enhancement to the Assign to me UI action
Select the Assign to meUI action for an incident record to assign the record to yourself after passing the following checks:

  • If the Assignment groupfield is filled in and you’re part of the group, the record is assigned to you.
  • If the Assignment group field is empty and you’re a member of a single group, the Assignment group field is filled in and the record is assigned to you.
  • If the Assignment group field is empty and you’re a member of multiple groups, you’re prompted to select the Assignment group. When you manually select the Assignment group, the record is assigned to you.

Enhancement to incident email communications
Send email communications by populating the recipients in the Bcc field.
The Default recipient location of emails for Communication Tasks property (sn_comm_management.default_email_recipient_field) is introduced in the San Diego release.
The Recipientfield is added to the Communication Channel definition – Email form. Use this field to select where you want the recipients list to be populated. For more information, see Define a communication channel.
This enhancement is available by default for zBoot customers. Upgrade customers must activate the Problem Management Best Practice – Madrid plugin (com.snc.best_practice.problem.madrid) to use this enhancement. For more information, see Incident Management Best Practice – San Diego.

Integrated incident and problem flows

  • Enhancement to Communicate Workaround: When a workaround is added to the problem and you click the Communicate Workaround related link, a notification is sent to the users listed in the Assigned to and Work notes list fields. The notification is sent only when the incident state is New, On Hold, or In Progress.
  • Enhancement to Communicate Fix: When a fix is added to the problem and you click the Communicate Fix related link, a notification is sent to the caller and the users listed in the Assigned to and Work notes list fields of the problem record. The notification is sent only when the incident state is New, On Hold, or In Progress.
  • Enhancement to known error articles:
  • Populate the Problem field in the Related Records section of the Incident form when you attach a known error (KE) article to the incident and the attached KE article has a problem associated with it.
  • Get prompted to select a known error article when you resolve an incident by selecting Known error from the Resolution Code field and the incident doesn’t have an associated KE.

These enhancements are available by default for zBoot customers. Upgrade customers must activate the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) to experience these enhancements. For more information, see Incident Management Best Practice – San Diego.
Add comments to an incident record
Add comments to an incident record as a business stakeholder with the updated ACLs.
For the zBoot customers, the updated ACLs are available by default with the ITSM Roles – Incident Management plugin (com.snc.itsm.roles.incident_management).
For upgrade customers, the new ACLs are inactive. To activate the ACLs, run new ITSMBSCommentsWriteHelper().updateAllBSCommentsWriteACLs(); in the Scripts – Background module.
Incident Management in Service Operations Workspace
Resolve incidents faster by using the contextual information, targeted actions, similar incident and knowledge article recommendations. Reach out to on-call experts who are recommended based on incident information such as the configuration item and service.

Problem Management

Enhancement to the Source Task field on the Known Error article form
Populate the Source Task field with the problem record on the Known Error article form when you create a known error (KE) article using the lookup icon () in the Primary Known Error article field on the Analysis information tab.
Due to the platform’s technical limitation, the Source Task field is not populated with the problem record when you create a KE article using the lookup icon () in the Primary Known Error article field on the Analysis information tab. The workaround for this limitation is to save the problem record after selecting the KE article. When you save the problem record, the KE article gets attached to the problem record and the Source Task field is populated with the problem record.

Saved problem from an interaction
Create a saved problem from an interaction.
The Create saved problem (com.snc.problem.create_from_interaction.save) property is introduced in the San Diego release. When the property value is set to Yes, you can create a saved problem record from an interaction.
Copy file attachments from an interaction to a problem
Copy the file attachments from an interaction to a problem record when you create a problem from an interaction.

The Copy attachments from the interaction (com. snc. problem. create_from_interaction. copy_attachments) property is introduced in the San Diego release to enable this functionality. When the property value is set to Yes, the attachments of an interaction that you’re creating a problem record from are copied to the problem record.
Copy attachments from an incident to a problem
Copy the file attachments and attached knowledge from an incident to a problem record when you create a problem from an incident.
The Copy attachments from the incident property (com.snc.problem.create_from_incident.copy_attachments) is introduced in the San Diego release. When the property value is set to Yes, the attachments of the incident that you’re creating a problem record from are copied to the problem record.

Add or remove any closed incidents to and from a problem
Add or remove any incident, including closed incidents, on a problem record.
The Who can relate closed Incidents to a Problem? property (problem.role.relate_closed_incidents) is introduced in the San Diego release. When the property value is set to Problem Coordinators, you can add incidents, including closed incidents, to the problem record. You can also remove the closed incidents from the problem record.
To remove closed incidents from a problem form, the Remove Incident UI action is added on the Problem form at the list context menu and list choice levels.
Note: This feature is available only on the classic UI.
Reassess a closed problem task on a closed problem record
Decide if a problem task can be reassessed when the associated problem is closed.
The Can Re-Assess a Problem Task on a Closed Problem? (problem_task.closed.can_reassess_on_closed_problem) property is introduced in the San Diego release. When the property value is set to False, the problem coordinator can’t reassess a closed PTASK on a closed problem.

Tracking a problem record
Track when a problem record moves into the Fix in Progress phase, and also who has moved the record.
Enhancement to Known Error articles search
Include the Known Error knowledge base automatically in the ServiceNow® Service Portal search and ServiceNow® AI Search Assist by activating the following plugins:

  • AI Search Assist plugin (com.snc.ai_search_assist).
  • Problem Knowledge Integration plugin (com.snc.best_practice.problem.madrid.knowledge).

Add comments to a problem record
Add comments to a problem record as a business stakeholder with the updated ACLs.
For the zBoot customers, the updated ACLs are available by default with the ITSM Roles – Problem Management plugin (com.snc.itsm.roles.problem_management).
For upgrade customers, the new ACLs are inactive. To activate the ACLs, run new ITSMBSCommentsWriteHelper().updateAllBSCommentsWriteACLs(); in the Scripts – Background module.

Problem Management in Service Operations Workspace
Create a problem to identify the cause of a service interruption reported by recurring incidents.

Service Catalog

Order guide sequencing
Configure the sequence in which catalog items must be fulfilled in an order guide. Fulfillers no longer have to manually check whether a dependent item has been fulfilled before fulfilling the assigned item. For example, you can configure an order guide to fulfill the request for procuring a new laptop before fulfilling the request for configuring the laptop.

Conditional service fulfillment steps
Define conditions in service fulfillment steps to control when a step must be run. For example, you can add a condition to run the custom approval step only if the user is from the Engineering department.

Request Management in Service Operations Workspace
Create a request from an incident or interaction. Manage the life cycle of requests.

We know this is quite a lot of data to digest! As always you can contact me or any other ADVANCE resource who can further assist you and provide even more background information on the above topics!

I suppose you are wondering how you get the San Diego release installed within your company’s eco system. Oh wait, Do you want to upgrade all your instances like tonight? You are asking me why we just cannot upgrade everything at the same time and then poof we are using San Diego?

Well, you can easily upgrade but need to follow some basic steps to ensure everything goes smoothly. If you heed my advice you will look like a HERO, oh so now I have your attention again. OK let us discuss how to make this happen.

Here are the seven steps we need to follow for a successful upgrade:

1. Review and read the Release Notes, particularly from the version you are on that is migrating to San Diego. Typically, Rome is the last release, but you can be on an older version such as Quebec or even Paris.
2. Select an internal instance to upgrade. This instance is usually some validation instance, usually it is not the development instance since developers get very protective of their territory. If you do not have a separate instance, please speak with an ASC sales representative for insightful guidance.
3. Now we have an instance, we can schedule a clone from the production instance at a convenient time with the approvals obtained from the CAB board. Yes, I know you are the executive in charge, but we do not want to affect anything else that may be going on at the same time.

  • After the Production instance is cloned over the instance, which is destined to become San Diego, we wait for this to complete. When the instance is fully cloned, we schedule a San Diego upgrade for this instance.
  • Technically, your instance at this time is upgraded to San Diego
  • ASC highly recommends that you evaluate your critical systems of operation
  • When issues are encountered you remediate and fix these issues until none exist or you determine that the system is acceptable for your organization’s risk tolerance

4. When you have all the issues remediated. You are now ready to upgrade your Dev instance.

  • Just make sure that any important scripts or custom configurations are stored in a separate repository as an insurance policy.
  • After the Dev instance completes the upgrade, you need to evaluate all other functionality to ensure a successful deployment.

5. Upon validating the San Diego release and uncovering and fixing any issues associated with your dev instance you can schedule and upgrade all other pre-production instances.

  • After all other pre-production instance upgrades complete and all functionality has been verified as working you are ready to upgrade the production instance.

6. Since you have evaluated all your pre-production instances with the San Diego release, the final upgrade process should be well understood, and any issues uncovered are now remediated. You can now schedule the production instance for upgrade with the least impactful timeline which does not or minimally affects your organization.
0. Finally, the day has come in which the San Diego release is now available for usage within your organization. ENJOY!
OK, so now you are ready to run into your boss’s office and proclaim that you successfully deployed the San Diego release within your organization, and it was easy as 1, 2, 3!

We hope you found our blog useful and are on your way to becoming a master at all that’s there in the world of ITSM for the San Diego Release!

As our ITSM Practice Lead, Joel partners with clients to understand and to align their investment with their ITSM eco-system. Joel has a keen ability to connect business and technical use cases that align to processes that drive measurable outcomes using industry standards and sometimes employing common sense to drive streamlined efficiencies.

Get the latest updates and news around the digital world from the ADVANCE.

wpChatIcon