Versions Compared
Key
- This line was added.
- This line was removed.
- Formatting was changed.
Excerpt | ||||
---|---|---|---|---|
|
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.
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
Comments 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.
Understanding a ticket
Top menu bar and incident information pane
Expand | ||
---|---|---|
| ||
|
Expand | ||
---|---|---|
| ||
|
Activity stream
Expand | ||
---|---|---|
| ||
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 listAll users on the watch list will receive notification of additional notes (not work notes) added or closure. Image RemovedWatch list (lock) - add or remove participants I don’t recommend adding users to the watch list.
Watch list (figure +) - add yourself to the watch list Work notes listAll users on the work notes list will receive notification of additional and work notes added or closure. I don’t recommend adding anyone users to this list. Manage the work notes list in the same way as the watch 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”. To keep comments internal, click the Work notes box. I click this before I even enter any text to avoid a mistake here. Image RemovedImage RemovedEnter 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 your comments. Viewing attachmentsIf there are attachments to the ticket, you will see them listed at the top between the top menu bar and the incident information pane. Image RemovedClick on the “+number” to see all attachments. Image RemovedImage Removed/notes. Image AddedImage AddedClosure 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. |
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!
Image AddedYou can find their email address in the activity stream.
Image AddedSending 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!
Image AddedClick the paper clip icon at the top of the Compose Email window.
Image AddedClick Choose file to select your file.
Image AddedClick the X in the upper right corner after selecting your file.
Note the attachment in the Attachments field.
Image AddedType 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.
Image AddedClick on the “+number” to see all attachments.
Image AddedImage AddedAdding 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.
Work notesWatch list
All users on the work notes list will receive notification of additional and work notes added or closure. I don’t recommend adding users to the watch list.
Work notes list
I don’t recommend adding anyone users to this list. Manage the work notes list in the same way as the watch 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”. To keep comments internal, click the Work notes box. I click this before I even enter any text to avoid a mistake here 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
To create a ticket from an email, forward the email to help@tulane.edu and add #registrar anywhere in the subject line.
Submitting a ticket as a customer
Viewing the tickets you’ve opened as a customer:
On this page
Table of Contents | ||||
---|---|---|---|---|
|
Queue links
Communicating with Customers
Click Post to save your comments.
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.
Image AddedClick on the “+number” to see all attachments.
Image AddedImage Added