Contracts and Grants Accounting (CGA) remains committed to providing the best possible customer support to the campus. In the December 2017 Newsletter, we brought to your attention that the ServiceNow resolution note was hidden in the middle of the notification email. We heard your concerns that the location of the resolution note can be confusing. As of March 7, 2018, the resolution note has been relocated to the top of the notification email and is clearly separated from the original request as shown in the screenshot below.
We hope this improves your experience with ServiceNow and we are continuing to work on improving our processes to better serve our research community. We welcome your suggestions and feedback going forward.