Managing requests in ServiceNow

• 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)

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

All users on the watch list will receive notification of additional notes (not work notes) added or closure.

Watch list (lock) - add or remove participants to the watch list.

• To add a watcher, enter their name in the search field, and select the user. Their name will show up in the list of watchers.

  • If the user is not a student, you can add an email address.

• To remove a watcher, click on their name in the list of watchers and click the X (remove) button.

• Save your selections by clicking the lock button again.

Watch list (figure +) - add yourself to the watch list

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.

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.