Page Comparison

Understanding a ticket

Top menu bar and incident information pane

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Activity stream

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Tabs at a glance Notes - related notes and communication Related records - not currently in use Closure information - information about the closure Task SLAs - not currently in use Notes 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. Closure Information 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 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” or “Guest” in the Caller field. When serving these customers, use the Email function from the top menu bar BEFORE TAKING ANY OTHER ACTION ON THE INCIDENT, copy the guest’s email address from the ticket and add it to the watch list. This will allow us to use Additional Comments 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/add Additional Comments or 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.

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You can find their email address in the activity stream.

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Uploading attachments

To send upload an attachment such as a completed form or enrollment verification, use the Email function. Be sure to remove example@example.com as a recipient!

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Click click the paper clip icon at in the top of the Compose Email windownavigation bar.

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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 fieldjust under the top navigation bar.

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Add an Additional Comment to the user as a courtesy.

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 listIf the caller is listed as “Guest”, add their email address to the Watch list.

If you are reassigning the ticket but are interested in the outcome, you may want to add yourself to the Watch list. You will be notified when Additional comments are added.

Work notes list

I don’t recommend adding users to the work If you are reassigning the ticket but would like to be notified when Work notes are added, you may want to add yourself to the Watch list. NEVER add your caller 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.

Additional comments and Work notes

Additional comments are used to interact with the caller. Work notes are not seen by the caller.

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

Submit a ticket >

Viewing the tickets you’ve opened as a customer:

• “front end”

• “back end”

Advice for callers looking to track their incidents

If a user’s name is in the Caller field, they can track their incidents. You can refer them to their Incidents & Reports list. Here they can see all of their open incidents. They can click on an incident to ask questions, add attachments, or include more information about the incident.

If an incident doesn’t appear in their list, it means it was resolved/closed or perhaps they were not the caller. Follow the steps in the next section to search for them.

Searching for an incident

Click any of the queue links.

If you know the incident number (INC)

Use the search function (upper right) to locate it.

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Type in the incident number and press Enter.

The search result will appear. If not, double check the number. Click on the result for the incident details.

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If you don’t know the incident number

Use the search function to enter a keyword search.

Click the Incidents link to see all incidents including that keyword.

You can use the column headings and/or filtering to refine results.