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 […]
Support guide
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 […]
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 […]
2015
Application Menu Changes
The Application Menu on the left side of the interface has been tidied up and adjusted to make menu items clearer and more useful. A self-service application has been added that replicates some functionality of the customer portal, allowing all users to see their own tickets in the main interface. It also includes a link […]
Service Management newsletter – issue 5
The fifth issue of the Service Management newsletter can be found here: Newsletter_Issue_5_v1_1 This issue contains information regarding: Choosing your route – This guide is dedicated to you Taking a shortcut – The easy way to search and navigate through the guide Looking ahead – keep your eye peeled for future enhancements Mind the gap […]
Service Management Newsletter – issue 3
The third edition of the Service Management newsletter can be found here: Newsletter_Issue_3_d_final This newsletter contains information regarding: Change Management Module – In the pipeline and nearly ready. ServiceNow Support Guide – An update about current progress. Enhancements & Improvements – New alerts and other E&I. Mobile Interface – ServiceNow on the go. How to… […]