Understanding a ticket in ServiceNow
- Denise Kidd
Top menu bar and incident information pane
Top menu bar
Up and down arrows - scroll to the previous/next request
Resolve incident - close the request when complete
Update - saves your changes and redirects you to where you were before you accessed the record
Save - saves your changes and keeps you in the current record
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 stream
Paperclip - allows you to upload or view attachments
Hamburger - a menu with a lot of options we don’t use
Less than - go back to your queue
Incident information pane
a. Number - automatically assigned; not editable
b. Caller - who made the request
c. Primary role - relates to the requestor; not editable
d. Contact type - the medium used to submit the request; not editable
e. State - if the request is not closed/resolved, the options available only relate to an active/open ticket. You can adjust to your needs.
f. Business service - we currently do not use/change
g. Configuration item - we currently do not use/change
h. Category - always Registrar
i. Subcategory - used to select the most relevant theme of the ticket.
j. Opened - not editable
k. Updated - we currently do not use/change
l. Opened by - not editable
m. Short description - update to include initial of first name and last name (“S. Student”); do not include ID numbers here
n. Urgency - we currently do not use/change
o. Impact on workflow - we currently do not use/change
p. Priority - not editable
q. Assignment group - always Registrar
r. Assigned to - choose a name after clicking the search button
s. Building, Room, and Business phone - relate to the caller; if blank I enter remote
t. Mobile phone - relate to the caller; enter if needed
u. Time worked - we do not use/change
v. Due date - we do not use/change
w. Service tag - user specific meta data to help organize your work
Activity stream
Tabs at a glance
Notes - related notes and communication
Related records - allows us to link related/duplicate tickets
Closure information - information about the closure
Task SLAs - not currently in use
Notes
Shows a list of activity on the ticket including assignments, additional comments, work notes, and emails.
Learn more about communicating with callers >
Watch list
A list of watchers. They will receive notifications of Additional comments. If the caller is “Guest” add their email address to the Watch list.
Work notes list
A list of users who receive notifications of Work notes. Do not add callers to this 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”. The caller (if not “Guest) and anyone in the Watch list will receive notifications when Additional comments are added.
Check the Work notes box to keep comments internal. Anyone list in the Work notes list will receive notifications when Work notes are added.
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.
On this page
- 1 Top menu bar and incident information pane
- 2 Activity stream
- 2.1 Tabs at a glance
- 2.2 Notes
- 2.2.1 Watch list
- 2.2.2 Work notes list
- 2.2.3 Comments/Notes
- 2.2.4 Closure Information
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.