WHAT ARE WE DOING?
In order to address a Requested Item (RITM) lifecycle issue in Service Now that is preventing metrics from being collected, a change will be made to prevent the ‘Categorization’ and the ‘State’ fields of RITMs from being updated at the same time. This change means ServiceNow ITIL users will need to first update either the ‘Categorization’ or the ‘State’ field of the RITM, click save, then update the other field and click save for the updates to be accepted.
WHEN WILL THIS OCCUR?
Thursday, Dec. 5
WHAT IS THE IMPACT TO YOU?
If you attempt to update the RITM ‘Categorization’ and ‘State’ fields in the same update, you will receive a pop-up message letting you know that the change to the ‘State’ field will need to be reapplied. All other changes you make to the RITM will be saved.
WHAT DO YOU NEED TO DO?
Please be aware of this change.