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Link to the Registrar Support Form for the web: https://forms.tulane.edu/frevvo/web/tn/tulaneforms/u/886c09ec-2b0d-45a4-a452-0dec06850a05/app/_5NbkgLx3EeqfGKDhTjHHqA/flowtype/_UXqdUfjXEeybA_dfylEYCA?_method=post&embed=true
Link to the Registrar Support Form that can be bookmarked: https://forms.tulane.edu/frevvo/web/tn/tulaneforms/u/886c09ec-2b0d-45a4-a452-0dec06850a05/app/_5NbkgLx3EeqfGKDhTjHHqA/flowtype/_UXqdUfjXEeybA_dfylEYCA/popupform
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. Image RemovedImage RemovedClosure 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. Image Removed |
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.
Image RemovedAll fields with asterisks must be filled in.
Click Submit in the top menu bar when finished.
Image RemovedThe 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.
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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 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.
Image RemovedYou can find their email address in the activity stream.
Image RemovedSending 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 RemovedClick the paper clip icon at the top of the Compose Email window.
Image RemovedClick Choose file to select your file.
Image RemovedClick the X in the upper right corner after selecting your file.
Note the attachment in the Attachments field.
Image RemovedType 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 RemovedClick on the “+number” to see all attachments.
Image RemovedImage RemovedAdding 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.
Image RemovedImage RemovedClick 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.
Image RemovedCreating 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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Queue links
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ServiceNow access
When we have new staff, we will need to ask IT to give the new employee access to ServiceNow and that they be added to the Registrar assignment group. You can provide the name of a current employee to use as a mirror. Anyone can submit this request; contact the Business Ops & Continuity Analyst (Denise Kidd) for more informaiton.
Optimizations
Streamlining the activity stream
Click the filter icon to the right of the activity stream to remove specific activities. This setting is at the user level, so you can customize it as you like.
When you click the filter icon, you will see a list of activities you can filter out. Uncheck any activities you don’t want to see.
Additional tips
You can tag other staff in incidents by using the @ symbol and typing their name. You will see an auto-generated list based on what you’ve typed in and you can select the appropriate person. This functionality works in both Work notes and Additional comments. Tagged individuals will receive an email notification they’ve been tagged.
Image AddedQueue links
To easily access your open tickets, bookmark the “My open tickets” queue in your browser.
Saving queues as favorites
Click each link to take you to the respective queue.
Click the hamburger menu (button with three lines) next to the word “Incidents”.
Image AddedSelect Create Favorite.
Image AddedCustomize the name, color and icon. Click Done.
You will see the new item in your favorites list. Your favorites list is in the left navigation in the “star” tab.
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When you select your bookmark in your browser, you’ll be taken to the queue you saved and can navigate to your favorites from there.
Related content
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