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Link to the Registrar Support Form: https://forms.tulane.edu/frevvo/web/tn/tulaneforms/u/886c09ec-2b0d-45a4-a452-0dec06850a05/app/_5NbkgLx3EeqfGKDhTjHHqA/flowtype/_UXqdUfjXEeybA_dfylEYCA?_method=post&embed=true
We use ServiceNow to collect service requests. The terms “ticket”, “request”, and “incident” are used interchangeably.
Understanding a ticket
Top menu bar and incident information pane
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Activity stream
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Tabs at a glanceNotes - related notes and communication Related records - not currently in use Closure information - information about the closure Task SLAs - not currently in use NotesWatch listI don’t recommend adding users to the watch list. Work notes listI don’t recommend adding users to the work notes list. Comments/NotesComments/notes are used to log work done on a request. It gives anyone else working the ticket an indication of the actions already taken. The default is “Additional comments”. Enter all comments as work notes. Click the work notes check box to switch to work notes mode. Go into work notes mode before entering any text. Click Post to save comments/notes. Closure InformationWhen you have completed a request, be sure to close it out using the Closure Information tab. Select the Solved (Permanently) close code. Enter any relevant comments and click Resolve Incident. Using Update or Save does not resolve the incident. |
Creating a new ticket in response to walk-in/phone inquiries
2 ways:
Use the Frevvo form (recommended)
Create a new ticket in ServiceNow
From your personal queue, click the New button in the top menu bar.
All fields with asterisks must be filled in.
Click Submit in the top menu bar when finished.
The Notes tab looks different. You will not toggle between Additional comments and Work notes, but you will see separate boxes for each. Enter notes in the Work notes box.
Communicating with Customers
Non-Tulane users
Non-Tulane users are listed as “dev user” in the Caller field. When serving these customers, use the Email function from the top menu bar to communicate with them or notify them that their request is complete. Be sure to remove example@example.com as a recipient!
Tulane users
TU users are notified when we close/resolve a ticket. However, instead of using Additional comments in the activity stream to communicate with TU users, we get more reliable results using the Email function.
You can find their email address in the activity stream.
Sending attachments
To send an attachment such as a completed form or enrollment verification, use the Email function. Be sure to remove example@example.com as a recipient!
Click the paper clip icon at the top of the Compose Email window.
Click Choose file to select your file.
Click the X in the upper right corner after selecting your file.
Note the attachment in the Attachments field.
Type accompanying text and click the Send button.
Viewing attachments
If there are attachments to the ticket, you will see them listed at the top between the top menu bar and the incident information pane.
Click on the “+number” to see all attachments.
Adding notes to a ticket
Use the Notes tab in the activity stream to log work done on a request. It gives anyone else working the ticket an indication of the actions already taken.
Watch list
I don’t recommend adding users to the watch list.
Work notes list
I don’t recommend adding users to the work notes list.
Comments/Notes
Comments/notes are used to log work done on a request. It gives anyone else working the ticket an indication of the actions already taken.
The default is “Additional comments”. Enter all comments as work notes. Click the work notes check box to switch to work notes mode. Go into work notes mode before entering any text. Click Post to save comments/notes.
Click Post to save your comments.
Resolving/closing a ticket
When you have completed a request, be sure to close it out using the Closure Information tab.
Select the Solved (Permanently) close code. Enter any relevant comments and click Resolve Incident. Using Update or Save does not resolve the incident.
Creating a ticket from an email
2 ways:
Forward the email to help@tulane.edu and add #registrar anywhere in the subject line. Your name will be in the Caller field on the ticket, so if the customer is a TU user, be sure to update the Caller field to their name.
Click reply all on the email. Copy all of the text. Create a new ticket and paste in the email content into the Work notes box and Submit.
Submitting a ticket as a customer
Viewing the tickets you’ve opened as a customer:
On this page
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