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News Now Available: New and Modified ServiceNow Catalog Items

7/01/2021
  • Operations and Service Management

Want to know what's new?  Check out our Newsfeed below for the latest updates to the End User Software and Service Catalog!

Latest Release: September 1, 2021 - Modification to Cell Phone & Mobile Devices Catalog Item

Modified Catalog Item:

Cell Phone & Mobile Devices

The EOTSS MassVoice Operations team has expanded the agencies for whom we order cellular phones and devices!

  • Certain end users (see ServiceNow User Groups Impacted, below) can now use the “Cell Phones and Mobile Devices” catalog item in ServiceNow to order cell phones and mobile devices.
  • EOTSS will order and deliver the requested devices, and troubleshoot device-related issues.
  • Application or email issues will continue to route through your current IT Help Desk.
  • For DOR users: there is an additional task that will be automatically routed to A&F IT to add the device serial number into the AirWatch portal once received.

ServiceNow User Groups Impacted:

Agency-specific Standard Users & IT Liaisons (ITLs):

  • EOLWD
  • ALA
  • ANF
  • BSH
  • CSC
  • DOR
  • GIC
  • HPC
  • HRD
  • MOD (OHA)
  • OSD
  • SDO

Key Actions for Now Available: New and Modified ServiceNow Catalog Items

Latest Release: August 3, 2021 - New ServiceNow Category

New Category:

ServiceNow

Now you can find all ServiceNow-related request items under one category in the ServiceNow Catalog!  Please note that we removed the “ServiceNow” prefix from these request items as they are now located in the new ServiceNow category.

Included:

  • Maintenance
  • Request New Catalog Item
  • Request User Account
  • Update Existing Catalog Item
  • Update User Account

ServiceNow User Groups Impacted:

Standard Users & IT Liaisons (ITLs)

Key Actions for Now Available: New and Modified ServiceNow Catalog Items

Latest Release: July 14, 2021 - Modification to VPN requests Create a New Group and Modify an Existing Group

Modified Items:

VPN - Create a New Group & VPN - Modify an Existing Group

Under the mandatory field “*Add IP Address(es) and Ports (1 or more additions are required)”, EOTSS now requests the Fully Qualified Domain Name (FQDN).

EOTSS still only requires:

  • IP
  • Destination Port
  • Protocol
  • TCP Service

Now, EOTSS is requesting the following additional information:

  • FQDN

ServiceNow User Groups Impacted:

Standard Users & Designated Security Officers (DSOs)

    Key Actions for Now Available: New and Modified ServiceNow Catalog Items

    Latest Release: July 2, 2021 - Modification to all Software Request items

    Modified Items:

    All Software Request items

    There is now a new, mandatory field for all software request items in the ServiceNow Catalog: Reason for software request.  EOTSS now requires you to include a reason for your software request in order to submit your request. 

    This Change has been made at the request of our IT Liaisons (ITLs) in order to keep a more accurate record of software requests for their respective agencies.

    ServiceNow User Groups Impacted:

    Standard Users & IT Liaisons (ITLs)

    Key Actions for Now Available: New and Modified ServiceNow Catalog Items

    Latest Release: May 21, 2021 - Modification to Microsoft Visual Studio and Microsoft SharePoint site

    Modified Items:

    Microsoft Visual Studio

    EOTSS is now offering two (2) versions of Microsoft Visual Studio: Microsoft Visual Studio Enterprise and Microsoft Visual Studio Professional.

    For more information on Microsoft Visual Studio products, please visit our Microsoft Visual Studio page on mass.gov.

    ServiceNow User Groups Impacted:

    Standard Users & IT Liaisons (ITLs)

     

    Microsoft SharePoint site

    There are two (2) new required fields and one (1) new non-required field when requesting a SharePoint site:

    Required:

    • Admin name 2
    • Admin email 2

    Not Required:

    • Additional Details

    This Change has been made to enforce the requirement for at least two (2) SharePoint admins per SharePoint site.

    ServiceNow User Groups Impacted:

    Standard Users & IT Liaisons (ITLs)

    Key Actions for Now Available: New and Modified ServiceNow Catalog Items

    Operations and Service Management 

    The Operations and Service Management division of EOTSS supports Commonwealth agencies across the state, overseeing end user software, hardware, voice, and connectivity support.
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