Creating a new ticket in ServiceNow
- Denise Kidd
Callers (customers)
Callers can submit a new ticket in one of two ways:
Use the Frevvo form.
Sending an email to help@tulane.edu with “#registrar” anywhere in the subject line.
Phone/Walk-ins
We can create a new ticket in response to walk-in/phone inquiries in one of two 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.
Creating a ticket from an email
We can also forward any email to help@tulane.edu and add “#registrar” anywhere in the subject line.
Your name/name on the email account 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.
Submitting an IT ticket as a customer
If a user uses the IT portal, IT will identify and assign tickets to our assignment group.
Viewing the tickets you’ve opened as a customer:
On this page
Related content
ID numbers should never be released via ticket, phone, or email. Students can access their ID numbers via Gibson. Students needing ID numbers for transcript orders can enter their SSN or 9 0's in the ID number field.