Understanding a ticket in ServiceNow

 

Top menu bar and incident information pane

image-20240319-154751.png
top menu bar and incident information pane

Top menu bar

  1. Up and down arrows - scroll to the previous/next request

  2. Resolve incident - close the request when complete

  3. Update - saves your changes and redirects you to where you were before you accessed the record

  4. Save - saves your changes and keeps you in the current record

  5. Three dots - opens a menu to allow you to email a participant not otherwise included on the ticket

  6. Slider - choose fields (all are auto-chosen)

  7. Heartbeat - jumps to the activity stream

  8. Paperclip - allows you to upload or view attachments

  9. Hamburger - a menu with a lot of options we don’t use

  10. 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

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.

 

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