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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 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 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 to this list. Manage the work notes list in the same way as the watch list. CommentsComments 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 RemovedClick Post to save your comments. 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. Image Removed |
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.
Work notes list
All users on the work notes list will receive notification of additional and work notes added or closure. I don’t recommend adding anyone to this list. Manage the work notes list in the same way as the watch 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”. 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 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
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
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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.
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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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