There seems to be some confusion about who is notified when a note is added to a request or incident ticket in ServiceNow. To send a message to the user of a ticket (that is, the requester or caller), just add a Public note to the ticket. An email message containing the note will then […]
About Keith Trinder
Posts by Keith Trinder:
2018
Keep the user informed
We all know what it is like when you are waiting for something but have no idea when it will happen because those meant to provide it are not giving anything away about when it might show up. Well that’s akin to how our users feel when they need something from us but we put […]
A Short Q&A on Sending Tickets to Other Teams
When is it okay to reassign a ticket to another team? A ticket should be owned by the team that is responsible for the service that is the focus of the ticket. For a request, this will be the service being requested, or at least some aspect of that service, and for an incident it […]
Simply the Best Practice
There are some folks in iSolutions who spend most of their time using ServiceNow for processing incidents & requests, and it’s probably true to say that everyone gets tickets at least occasionally. However, understanding of how ServiceNow should be used varies greatly within iSolutions and for this reason, the prescribed way to use ServiceNow for […]
2017
Waiting for Info
The auto-prompting process that has been added to the Awaiting User Info State for Incidents has been running for a few weeks now and it seems to be working as intended. However, there appears to be a little confusion about what action automatically causes the State to revert to In Progress. For tickets that have […]
2016
Fantastic incidents and where to find them
How long is it acceptable to keep an incident ticket open? If the aim of incident management is to restore disrupted service as soon as possible, we might reasonably expect most incidents to be fixed within a day or two. However, there are always a few incidents that resist resolution but generally those incidents should […]