ServiceNow - Relate Services to Capabilities
How to reassign a ticket in ServiceNow
The guidance in this article is for anyone managing queries within ServiceNow.
ServiceNow is the IT Service Management tool used for logging and tracking queries at the University.
Queries, or tickets, can be raised by staff, students and visitors in several ways:
The following departments currently use ServiceNow to manage queries/customer interactions:
iSolutions, HR, Finance, Library, Student and Academic Administration (SAA), Student Services, Student Wellbeing, NETSCC, Health and Safety, and Corporate Communications.
There are three types of ticket, an incident, a request and a problem.
An incident is an issue or unexpected disruption to a system or service, for example a user is unable to log in to a University system or their University laptop is not working.
A request is a request for something to be provided, for example a request for information or advice, to reset a password or to install a workstation.
A problem ticket is created when the cause of an incident is an error or a widespread issue. A problem ticket is used to record and track the resolution/fix.
ServiceNow groups will often have a dispatcher set up. A dispatcher receives an email notification each time a new ticket is assigned to the group. They can allocate the ticket to the individual who is best placed to process the query. A group can have one or many dispatchers (or none).
Tickets can be transferred between individuals (assigned to) or groups (assignment group) if the initial assignee is not the correct person or team to resolve the ticket. See how to reassign and incident or request item in ServiceNow.
Within a ticket, tasks can be created so that another group can assist with resolving the ticket - an incident task or request task. Assigning an incident or request task does not give the recipient access to the parent incident. All the information they require should therefore be provided as part of creating the task.
The layout of the main screen can be personalised so it can vary from the example below.
Further information about Dashboards is available from the ServiceNow help pages.
Below the filter navigator there are 3 menu options:
In the top right of the screen you have the following options (from left to right):
When you add a note to a ticket, you can use either a work note or a public note (customer visible).
Work notes are internal notes added for the purposes of resolving the ticket, used by the staff working on the ticket. They do not require the customer’s involvement.
Public notes represent the conversation between you (the fulfiller) and the customer. They can be viewed via the self service portal and the requester will be notified via email when a note has been added to the ticket. Public notes are used to update the customer on progress, ask questions or provide solutions.
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