We use ServiceNow to collect service requests. The terms “ticket”, “request”, and “incident” are used interchangeably.
Queue links
Understanding a ticket
Top menu bar and incident information pane
Activity stream
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.
Click 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.
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