Creating a new ticket in ServiceNow
- Kidd, Denise
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. When the ticket is created in ServiceNow, it will be in the Registrar assignment group, but it will not be assigned to a specific individual.
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.
Other inbound actions
Each member of the Office of the Registrar has their own inbound action tag. To assign a ticket to a specific person from email, forward the message to help@tulane.edu and include their inbound action tag to the subject line. This will assign the ticket to them automatically, bypassing the unassigned queue.
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
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