- Created by Denise Kidd, last modified on Sept 20, 2022
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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
Up and down arrows - scroll to the previous/next request
Resolve incident - close the request when complete
Update/Save - not sure what the difference is here - but if you make any changes be sure to click one of these
Three dots - opens a menu to allow you to email a participant not otherwise included on the ticket
Slider - choose fields (all are auto-chosen)
Heartbeat - jumps to the activity sream
Paperclip - allows you to upload an attachment
Hamburger - a menu with a lot of options we don’t use
Less than - go back to your queue
Number - automatically assigned
Caller - who made the request
Primary role - relates to the requestor
Contact type - the medium used to submit the request
State - if the request is not closed/resolved, the options available only relate to an active/open ticket. You can adjust to your needs.
Business service - leave blank
Configuration item - leave blank
Category - always Registrar
Subcategory - coming soon
Opened - timestamped
Updated - can be edited, but leave the automatic timestamp
Opened by - not editable
Short description - update to include initial of first name and last name (“S. Student”); do not include ID numbers here
Urgency - not currently in use, but may in the future
Impact on workflow - not currently in use, but may in the future
Priority - not editable
Assignment group - always Registrar
Assigned to - choose a name after clicking the search button
Building, Room, and Business phone - relate to the caller; if blank I enter remote
Mobile phone - enter if needed
Time worked - need to observe this field
Due date - not currently in use
Service tab - not currently in use (please avoid for now)
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
Viewing the tickets you’ve opened as a customer:
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.
On this page
Queue links
To easily access your open tickets, bookmark the “My open tickets” queue in your browser.
To save the 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”.
Select Create Favorite.
Customize 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.
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.
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