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 […]
incident
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 […]
Service Management Team looking into every incident that is about to breach its SLA.
In May, the Service Management Team will be focussing on a single activity – looking into every incident that is about to breach its SLA. There are six key reasons for us not being able to meet our standard five day SLA: Poor ticket management Issue is not an Incident (request or project) Lack […]
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 […]
Putting Tickets On Awaiting User Info In ServiceNow – Prompt After Instructions
ServiceNow has an automated system for reminding users that they have been asked for further information regarding tickets that they have raised. It is best practice to set the Prompt After field to the date on which the update is being made, unless you are aware that the user may be away from the business […]
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 […]
Improvements to Staff Desktop Services reporting
As part of our ongoing project to improve incident categorisation and reporting, we first piloted using CMDB CI records instead of the arbitrary CSI list to categorise incidents. Following the success of this, and to allow for more granular reporting, we have introduced Service-specific ‘Action Codes’ to use when closing incidents to describe the nature […]
Incident Service Categorisation Changes
**The below changes primarily affect iSolutions though other tenants may be impacted if they interact with Incidents where the Logged For is set to IT** The requirements for ticket logging have been changed such that for tickets where the Logged For is IT: Category, Subcategory and Item will become non-mandatory – They will still be visible […]
2015
Inbound Actions
A major update has been implemented that addresses the behaviour of emails when they arrive in ServiceNow. This addresses some of the undesired behaviour (e.g. FWD: emails) and is intended to improve some behaviour to reduce the overheads on teams by targeting things such as ticket duplications. Below is a summary of these changes, including […]