Managing requests in ServiceNow

Owned by Denise Kidd
Last updated: Jun 11, 2024
3 min read

Link to the Registrar Support Form for the web: https://forms.tulane.edu/frevvo/web/tn/tulaneforms/u/886c09ec-2b0d-45a4-a452-0dec06850a05/app/_5NbkgLx3EeqfGKDhTjHHqA/flowtype/_UXqdUfjXEeybA_dfylEYCA?_method=post&embed=true

Link to the Registrar Support Form that can be bookmarked: https://forms.tulane.edu/frevvo/web/tn/tulaneforms/u/886c09ec-2b0d-45a4-a452-0dec06850a05/app/_5NbkgLx3EeqfGKDhTjHHqA/flowtype/_UXqdUfjXEeybA_dfylEYCA/popupform

We use ServiceNow to collect service requests. The terms “ticket”, “request”, and “incident” are used interchangeably.

ServiceNow access

When we have new staff, we will need to ask IT to give the new employee access to ServiceNow and that they be added to the Registrar assignment group. You can provide the name of a current employee to use as a mirror. Anyone can submit this request; contact the Business Ops & Continuity Analyst (Denise Kidd) for more informaiton.

Optimizations

Streamlining the activity stream

  1. Click the filter icon to the right of the activity stream to remove specific activities. This setting is at the user level, so you can customize it as you like.

  2. When you click the filter icon, you will see a list of activities you can filter out. Uncheck any activities you don’t want to see.

image-20240319-151603.png

Additional tips

You can tag other staff in incidents by using the @ symbol and typing their name. You will see an auto-generated list based on what you’ve typed in and you can select the appropriate person. This functionality works in both Work notes and Additional comments. Tagged individuals will receive an email notification they’ve been tagged.

Tagging a user in SN.gif

Queue links

To easily access your open tickets, bookmark the “My open tickets” queue in your browser.

Saving queues as favorites

  1. Click each link to take you to the respective queue.

  2. Click the hamburger menu (button with three lines) next to the word “Incidents”.

  3. Select Create Favorite.

  4. Customize the name, color and icon. Click Done.

  5. You will see the new item in your favorites list. Your favorites list is in the left navigation in the “star” tab.

When you select your bookmark in your browser, you’ll be taken to the queue you saved and can navigate to your favorites from there.

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