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 […]
ServiceNow
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 thatās 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 […]
A new way to log Telephony Requests
In the last 12 months, Service Desk processed 99,687 call records, of which approximately 28% were ‘First time Fulfilment’. Approximately 7% were junk emails, and 7% were updates or chases to existing cases. This means that 58% of incoming call requests were logged as Incidents or Requests. In many cases, Service Desk are logging the […]
Improvements to Outage Notifications
Recent improvements have been made to the way that Outages can be recorded in ServiceNow from resolved P1 & P2 Incidents and approved Changes. In both cases by right clicking on the resolved Incident & approved Change Request form header bars and selecting Create Outage, you are taken straight to the Outage form with all […]
Requesting Admin Rights for UoS Machines
Service Management have been working closely with Service Desk and IRT to identify process or system improvement opportunities. One area that IRT have highlighted as needing improvement is the process around requesting admin rights for UoS machines. Reviewing tickets we have received where admin rights have been requested showed a number of ‘bottlenecks’ in the […]
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 ā looking into every incident that is about to breach its SLA. Ā 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 itās 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
Adding Procurement Info to the System & Service CI Record
Currently there is no Procurement/Contract information captured in a System or Servcice CI record.Ā This has now been addressed as part of the process to make the ServiceNow System & Service CI record the single source of all information with the ultimate aim of doing away with the Service Handbook. This has been achieved as […]
ServiceNow – Enhancements to Report Exports
Following feedback from users who find the 10,000 row export limit on ServiceNow generated reports to be too confining – particularly when exporting data for busy months, we have implemented a rule to increase the number of exportable rows from 10,000 to 20,000. If you notice any performance degradation as a result of exporting more […]
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 […]
2015
New Team Names within ServiceNow
We have completed a review of Assignment Groups within ServiceNow and have implemented a new list of team names (for iSolutions only). Many of the team names were inherited from the initial import from the old ESS system and much has changed since then.Ā The new team names reflect more closely the way in which […]
Reporting
You can use ServiceNow to create and manage your own service delivery performance reports. Service Now reports can be lists, charts, or calendar-based views of data in a particular table. Reporting provides a number of benefits supporting activities within the business, such as: Multiple filtering criteria and the ability to produce in-depth reports Export information […]
Resolution Improvements
A series of improvements have been made that target the resolution process on Incidents. Ā This should make resolving tickets quicker and more efficient, and the data more accurate. “Closure Information” only appears when the ticket has been set to Resolved (this declutters some of the form when the ticket is active). Upon Resolution itĀ also becomes […]
Inbound Actions
A major update has been implemented that addresses the behaviour of emails when they arrive in ServiceNow. Ā 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 […]
SLA Changes
Since go-live SLAs on tickets have exhibited undesirable behaviour, leading to difficulties when reporting.Ā Ā All SLAs were showing as Completed whether or not they still met the criteria for the SLA, making it difficult to distinguish between the current active SLA and previous ones that no longer applied. A fix has gone in that sets […]
User Records & Flyout Windows
Previously, when looking at a userās record in ServiceNow, it presented a large number of unused or unnecessary fields.Ā The form has been tidied up to present only useful information relating to account, role, location and contact details. The flyout window when hovering over the āiā next to any User field also used to […]
1 2