Communicating with callers in ServiceNow
- Denise Kidd
Caller types
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.
We must verify the identity of non-Tulane users prior to releasing any information. Some items we can use for verification: permanent address on file, major/degrees earned, emergency contact, DOB.
Tulane users
TU users are notified when we add Additional Comments or resolve a ticket. Tulane users can track their tickets' statuses and interact on their IT portal page: https://tulane.service-now.com/tulaneit/?id=it_incidents_requests
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.
Adding users to the Watch and/or Work notes lists
Adding yourself
If preferred, you can add yourself to both Watch and Work notes lists.
Click the button with the “person +” button and Save/Update.
Adding a Guest caller
Do not add Guest callers' email addresses in the Work notes list.
A Guest caller is identified as such in the Caller field.
Copy their email address from the original submission.
Unlock the Watch list by clicking the lock button (Unlock Watch list).
Paste the email address into the Email address field and click the button with envelope icon (Add email address).
Lock the Watch list by clicking the open lock button (Lock Watch list).
The caller’s email address appears in the Watch list. Save/Update.
Adding a caller who is a TU user
If needed, you can add TU users to both Watch and Work notes lists.
Click the lock button to unlock the respective Watch/Work notes list.
Type in the TU user’s name and select from the available choices.
Their name will populate in the respective list. Lock the list by clicking the open lock button (Lock Watch list).
The user’s name appears in the list. Save/update.
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(s) just under the top navigation bar.
Add an Additional Comment to the user as a courtesy to describe the attachment. Attachments can be accessed by callers via the IT portal.
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.