From alexandra.chrystal at ucr.edu Mon Oct 31 16:26:38 2022 From: alexandra.chrystal at ucr.edu (Alexandra Chrystal) Date: Mon, 31 Oct 2022 23:26:38 +0000 Subject: [Servicelink_fauusers] Accessing UCPath forms and tools Message-ID: Dear UCPath Transactors, Phase 3 of the ITS Campus User Experience project, which consisted of renovation work to the website and service portal, was deployed over the weekend. If you have not already seen the campus communication around this change, you can read this article to learn more and watch this 5-minute virtual tour video. This morning we received reports that the ServiceLink URL was not working as expected and causing challenges logging in. We apologize for any inconvenience this caused, as this was not the intended user experience. How can I access the UCPath ServiceLink forms? You should now see the "UCPath ServiceLink Forms" link under the Tools section in R'Space. This link will take you directly into the ServiceLink forms view. For additional guidance, please read this Knowledge Base article. ITS is actively working to address the reported issue of users being directed to the backend view of ServiceNow upon logging in. Guidance on a workaround can be found in this Knowledge Base article. Once logged in, UCPath transactors will see a "UCPath ServiceLink Forms" tab in the menu of the IT Service Center (ServiceNow homepage). This tab will also take them to the ServiceLink forms. How/why are the UCPath forms connected to ITS' website and IT Service Center? As you may know, ServiceNow is the IT Service Management platform for UCR Information Technology Solutions. As a tenant of this system, UCPath and CSC have procured a ServiceNow instance in which they host and manage UCPath ServiceLink forms, UCPath knowledge articles, and manage CSC services. Three UC-Path-related BFS tools-FAU Change Request, Salary Cost Transfer Request, and the One-Time Payment Tool-were listed as quick links on the bottom of the main IT Service Center view. As these tools exist outside of ServiceNow and are not owned by ITS, these links have been moved to the R'Space portal under Tools. At the request of BFS, we are working to configure these tools to be included in the Authorized Applications section of R'Space. No changes have been made to the individual UCPath forms, knowledge articles, or service or request forms. What has changed is ITS' instance of the platform, which includes the main IT Service Center view of how these resources are accessed. Why were these changes made? ITS first engaged campus stakeholders around this "Campus User Experience" effort in August of 2021. We formed a committee of campus stakeholders made up of 20 various staff and faculty, including representatives from UCPath. These folks have worked with us over the course of the last year to help identify challenges with the user experience, help us better understand user needs, and help us test and give feedback on the new environments. We greatly appreciate the support and guidance of our committee members, as well as the UCPath transactors who volunteered to participate in the user acceptability testing of these new environments. It is this level of engagement that makes it even more disheartening that the user experience did not work as expected this morning. Again, we apologize for the confusion this may have caused and are working diligently to resolve the login issue. If you need to report any other issues, please submit a ticket or reach out to me directly at alexandra.chrystal at ucr.edu. We also invite you to provide feedback on the new experience and recommend enhancements. As noted, the primary goal of this project is to improve the campus user experience. We are eager for your feedback so we can make the changes necessary to ensure the new ITS website and IT Service Center deliver on this commitment. Thank you, Alex Chrystal Manager, Communication & Training Information Technology Solutions University of California, Riverside Office: (951) 827-3279 | alexandra.chrystal at ucr.edu Learn more: its.ucr.edu | Get IT help: ithelp.ucr.edu Facebook | Twitter | YouTube | Instagram | LinkedIn [UCR-ITS-Logo_Riv_signature] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image003.png Type: image/png Size: 11985 bytes Desc: image003.png URL: