Managing requests in ServiceNow

Understanding a ticket

Top menu bar and incident information pane

 Click to view image

Activity stream

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 Activity stream

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:

• RECOMMENDED: Use the Frevvo form

• 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. BEFORE TAKING ANY OTHER ACTION ON THE INCIDENT, copy the guest’s email address from the ticket and add it to the watch list and Save. This will allow us to use Additional Comments to communicate with them.

Tulane users

TU users are notified when we add Additional Comments or resolve a ticket.

Uploading attachments

To upload an attachment such as a completed form or enrollment verification, click the paper clip icon in the top navigation bar.

Click Choose file to select your file.

Click the X in the upper right corner after selecting your file.

Note the attachment just under the top navigation bar.

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. There are two types of notes: Additional comments and Work notes.

Additional comments and Work notes

Additional comments are used to interact with the caller. Work notes are not seen by the caller. Do not add callers to the Work notes list.

Click Post to save your comments.

Watch list

If 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.

All Additional comments are sent via email to everyone on the Watch list.

Work notes list

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.

Work notes are sent via email to everyone on the Work notes list.

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:

• RECOMMENDED: 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.

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.

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.

Combining duplicate incidents

Identify the parent incident and copy the parent incident number.

In each child incident paste the parent incident number into the Parent Incident field in the Related Records tab.

From this point on, ONLY work from the parent incident. All work notes and additional comments added in the parent incident are copied to each child incident.

• If any of the callers on the child incidents are listed as “Guest” copy and paste their email address(es) into the Watch List so that they are notified of each update.

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.