support request guide v1.14 final - uit.stanford.edu · 2/1/2018 · support request is routed to...
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Stanford University https://stanford.service-now.com/ February 1, 2018
ServiceNow Support Request Fulfillment Guide
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TableofContents 1.SupportRequestFulfillmentOverview.........................................................................................................3
IntroductiontoSupportRequestFulfillment........................................................................................3 GoalsofSupportRequestFulfillment......................................................................................................3
HowaSupportRequestisSubmitted.................................................................................................4 ServicesPortal.................................................................................................................................................4 PhoneCall..........................................................................................................................................................6
TheCallRecord...........................................................................................................................................................6 TheSupportRequestform.....................................................................................................................................8
SupportRequestFulfillment....................................................................................................................10 SupportRequestForm................................................................................................................................10
WorkingaSupportRequest...............................................................................................................................10 ClosingaSupportRequest..................................................................................................................................11 RequestVisibilityandSecurity........................................................................................................................12
TicketTasks....................................................................................................................................................12 TicketTasks...............................................................................................................................................................12 ClosingTasks............................................................................................................................................................13
Moreinformation...................................................................................................................................14
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1.SupportRequestFulfillmentOverview
Introduction to Support Request Fulfillment TheSupportRequestFulfillmentprocessistheactionyoufollowtorespondtoarequestmadebyanenduser.A“SupportRequest”generallyreferstosomethingthatauserwantsand/orneedsthatisn’tarepeatabletransactionanddoesnotrequireapproval.Examplesofsupportrequestsareansweringspecificquestionsaboutbenefitsorgivingadviceonhowtoprocessfinancialtransactions.
Goals of Support Request Fulfillment
ThegoalsoftheSupportRequestFulfillmentprocessinclude:
• Providingachannelforuserstorequestandreceivenon-technicalservicesforwhichapre-definedapprovalandqualificationprocessisnotrequired.
• Providinginformationtousersandcustomersabouttheavailabilityofsupportandtheprocedureforobtainingit.
• Providingefficientroutingandfulfillmentofrequestsforsupportinnon-technicalareaswhereasinglesupportgroupcanfulfilltherequest.
• Toguideusersthroughcomplexissuesortasks. • Toassistwithtrackingofusersupportneeds. • Toensurethatrequestsforsupportaredeliveredinaccordancewithagreeduponservice
deliverytargets. • Toensurethatallsupportrequestsareevaluatedandaddressedbythepropersupportunit. • Tomonitorandreportonthestatusofsubmittedsupportrequests. • Toverifythatfulfillmentofthesupportrequestsatisfiedtheuser’sneedsandmeetsapplicable
servicetargets.
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How a Support Request is Submitted
Services Portal UserswillaccesstheStanfordServicesportalatservices.stanford.edutorequesthelpfromStanfordserviceproviders.WhenauservisitstheServicesPortaltheycansearchfortheirneededserviceorbrowsethroughthecataloginterface.Usersarepresentedwithachoiceofcatalogstochoosefrom,forexample,theFinance&Payrollcatalog,InformationTechnologycatalog,orHumanResourcescatalog.Withineachcataloguserscanseecategorieslike“BuyingandPaying,”“IDs&Accounts,”and“FinancialReporting.”IfauserclicksintotheCreditCardMerchantServicescategory,heorshewillseebothSupportRequestformsandKnowledgeArticlesinthecenterofthepagewiththefulllistofServiceCategoriesintheleft-handnavigationbar.
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Afterauserfindstheappropriatesupportrequestform,heorshewillalmostalwaysseeaformliketheonetotheleft,thoughsomeformsmayhaveadditionalcustomfields.
WhentheusersubmitstheirSupportRequest,aconfirmationwillappearinagreenboxunderthesubmitbutton,withalinktothe“MyTickets”page.ToviewthefulldetailsoftheSupportRequest,userssimplyclickonthe“MyTickets”link.TheformthattheusersubmitscreatesaSupportRequestformwithintheServiceNowsystem.ThisSupportRequestisroutedtotheteamthatcanrespondtotheuser’srequest.AmemberofthatfulfillmentgroupisassignedtotheSupportRequestandwillcompletethenecessarytaskstoprovidewhattheuserneeds.
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Phone Call
The Call Record UsersmightrequesthelpbycallingaStanfordhelpcenter.Theagentwhoanswersthecallwillcompleteacallrecordforeveryincomingcallintoaservicedeskorsupportcenter.Thecallformcapturesthereasonforthecall,whichcanbeanythingfromawrongnumbertocollectingdataaboutanissueorserviceneedthatcanbetransferredovertoanIncident,Request,orSupportRequestform.TologaCallRecord,follow these steps:
1. Navigatetohttps://stanford.service-now.com/2. Tocreateanewcall,selectCallfromtheleft-handnavigation,thenclickNewCall. 3. Completetheformwiththeinformationprovidedbythecaller.4. SelecttheCalltypetosettheappropriatecourseofactionintomotion.
5. FortheSupportRequestCalltype,selecttheappropriatecatalog. 6. ClickSave.
7. AfteryouclickSave,youhavetheoptiontoclicktheCreateSupportRequestbuttonontheCallformandyouwillbedirectedtothecatalogyouselected.AbluesystemmessageappearsatthetopofthepagewiththeCallnumberandfurtherinstructions.FollowinstructionsbelowtocompletetheSupportRequestForm.
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GuestUserNoteIfyouareenteringaCallforauserthatisnotintheusertable,suchasanewemployeeorcontractworker,usethe“Guest”userrecordbyentering“Guest”intheCaller/ReportedForfields.Anewfieldof“GuestName”willbecomemandatory.Youwillalsohavetheoptiontoenteranemailaddressfortheguest.
Inaddition,KCS(Knowledge-CenteredSupport)resultswillloadatthebottomofthecallformbasedonthetextwrittenintheShortDescriptionField.
Youwillnoticethatwheneverpossiblethesystemwilldoworkforyou.Forexample:
• ThePrimaryAffiliationfieldisonlydisplayedaftertheReportedforfieldhasbeenfilledin,anditisalwaysread-onlysincethesystemstoresthatinformationintheuser’srecord.
• OpenedandOpenedbywillbeauto-populatedwiththetimeanddatethecallrecordformwasopenedandthenameofpersonwhoopenedtheform,respectively.
• TheCallerwillbethesameastheReportedForfield.NotethatbothfieldscanbechangedintheeventthattheCallerisreportinganissueforsomeoneelse.
• WhentheReportedForuserdoesnothaveaStanfordaffiliation,anotherfieldcalled“AlternateEmail”willbedisplayedunderneaththePrimaryaffiliationfield.
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The Support Request form IfyouclickedtheCreateSupportRequestbuttonafterloggingaCallRecord,ServiceNowwillprovideyouwiththeCatalogentriesthatareassociatedwiththeCatalogyoureferencedintheCallRecord.
ChoosethecategoryanditemfromthecatalogtoinitiateaSupportRequest.Youwillseetheassociatedcallnumberatthebottomoftheform..
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Whentheformissubmitted,theSupportRequestiscreatedandassignedtotheworkgroupassociatedwiththecatalogitem.AbluesystemmessagewilldisplaytheSupportRequestnumberandassociatedCallnumberandyouwillbereturnedtoyouractiveticketslist.
WhenaSupportRequestiscreatedfromaCallRecord,informationfromtheCallRecordistransferredtotheSupportRequestform.Thefollowinginformationisalsotransferred:
FieldNameonCallàFieldNameonSupportRequest
- CalleràRequestedby- ReportedforàRequestedfor- ShortDescriptionàDescription
TheBusinessFunction,AssignmentGroup,andShortDescriptionwillbepopulatedbycatalogitemthatyouselected.TheStateoftherequestdefaultstoOpen.TheCallrecordthatledtothecreationoftheSupportRequestformisreferencedinthe“RelatedCalls”listatthebottomoftheSupportRequestform.
Similarly,withintheoriginalCallRecord,theSupportRequestformthatwasgeneratedfromthecallisvisibleatthebottomoftheCallformintheRelatedTicketslist.
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SupportRequestFulfillment
Support Request Form
Working a Support Request IfyoureceivearequestfromauserthatdidnotcomethroughtheServicesPortalorbyphone,youmightneedtocreateaSupportRequestsothatyoucancompletearequestmadebyauser.Thismighthappenifausersendsyouanemailaskingforhelporifyouhaveaconversationinpersonaboutthehelpthattheyneed.TocreateanewSupportRequest,followthesesteps:
1. NavigatetotheSupportRequestmoduleintheleft-navigationandchooseCreateNew.
2. Completethefieldsintheorderthattheyappearintheform.Theformisdesignedforfieldstoauto-populatebasedondataenteredinpreviousfields.Thefieldsaredescribedbelowtheimage:
• Number–Auniquenumberidentifyingtherecordinthesystem(auto-filled)• Requestedby–Theindividualwhorequestedtheitemorservice• Requestedfor–Theuseronbehalfofwhomtherequestwasmade;defaultstothesameas
theRequestedbyuser• BusinessService–Amandatoryfield;thehighestlevelofclassificationforsupportrequest
items• BusinessFunction–Thesecondlevelofclassificationforsupportrequestitems• Item–Thelowestlevelofclassificationforsupportrequestitems,isthesameasthecatalog
itemchosenbytheservicedesk(willbeblankwhencreatingaSupportRequestdirectly)• Status–WilldefaulttoOpen• AssignmentGroup–Thesupportgroupassociatedwiththecatalogitem(auto-filled)• Assignedto–Thefulfillerwhowillcompletethesupportrequest• Secureflag–Givesfulfillerabilitytomarkticketassecure• Priority–Allowsthefulfillertosettheprioritylevelofthesupportrequest• Contacttype–Showsthefulfillerwherethesupportrequestoriginated(auto-filledif
informationisavailablethroughportalsubmission)• KCSSolution–AfieldtoattachaKnowledgeBasearticlethatwouldaddressthesupport
request(willbeauto-filledifaparticulararticleisassociatedwiththeticket).• AlternateContact–Afieldtolistanalternatecontactforthesupportrequest,ifneeded• ClassificationCode–Thisfieldallowsfulfillmentgroupstheabilitytocategorizeticketsata
deeperlevelforreporting.Itisthefinallevelofcategorizationandmandatoryuponresolution.
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Cuesletafulfillerknowthestatusofafield.Thefollowingstatesappearinthesameorderpicturedintheimagehere:• Read-Only:
Whenafield(e.g.,Department)cannotbeeditedbyauserthefieldwillappearwithagraybackground.
• Requiredstillneeded:Whenabrightredasteriskappearsnexttoafield(liketheLocationfieldabove),theuserwillnotbeabletosubmitorsavetheformuntilanacceptedvalueisenteredintothefield.
• Requirednotneeded:Whentheasterisknexttothefieldisgray(seetheCategoryfield),thefieldisrequiredbutthevaluewithinisacceptableandalreadysaved.
• Requiredbutchanged:Whentheasterisknexttoafieldisafadedred(seetheSubcategoryfield),thefieldisrequiredandhasanacceptablevalue,buthasnotyetbeensaved.
• Invalidentry:Whenafield’sbackgroundcolorturnsred(asintheConfigurationItemfield),thefieldhasaninvalidvalueenteredandcannotbesaveduntilthevalueisfixed.
3. Ifyouneedhelpselectingthevalueforafield,clickontheMagnifyingglasstosearchthroughavailablefieldsinapopupwindow.• Somefieldshaveasmallmagnifyingglassnexttothem( )indicating
thattheyarereferencefields.Referencefieldscanbecompletedbyclickingonthemagnifyingglassandselectingthedesireditem.Anotheroptionistostarttypingtextinthefield,whichwillleveragetype-aheadbehaviortoquicklyselectvaluesyou’veusedbefore.
4. ClickSavetocompletetheticketcreation.
Closing a Support Request Whenyouhavecompletedtheworkrequiredtofulfilltheuser’srequest,thenextstepistoclosetheSupportRequestticket.FollowthestepsbelowtoclosetheSupportRequestticket.
1. Makesureallassociatedtaskshavebeencompleted,thenchangetheStatusfieldto“Resolved.”YouwillnotbeabletoresolveaSupportRequestuntilalloftherelatedTasksareclosed
2. TheClassificationCodefieldbecomesmandatory.ChooseaClassificationCodeifyouhavenotalready.
3. NavigatetotheClosureInformationtabandentertherequestresolutiondetailsinthe“Closenotes”box.Thesedetailswillbesentbyemailtotheenduser.
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4. ClickSavetoclosetheticket.
Request Visibility and Security SomeservicecatalogitemswithinServiceNowhaveextrasecurityfeaturesduetodatasecurityconcerns.Requestssubmittedviathesecatalogitemsaresecurebydefault.SupportRequeststhataredesignatedassecurearerestrictedandarenotvisibletoServiceNowuserswhoareoutsideofthedesignatedfulfillmentgroup.SecurecheckboxesappearontheSupportRequestrecordandtheTicketTaskrecord(s).Iftheworkgroupassignedissecurebydefault,thecheckboxwillbecheckedattheTicketTasklevelaswell.Fulfillersmayoccasionallyneedtosecurearequestifausersubmitsconfidentialinformationthatshouldnotbevisibletoothersoutsideofthefulfillmentgroup.Inthesesituations,fulfillersshouldcheckthesecurecheckboxattheSupportRequestleveltosecuretherequestandrelatedtasks.
Ticket Tasks
Ticket Tasks ArelatedlistatthebottomofSupportRequestrecordsdisplaysTicketTasksassociatedwiththeRequest’sfulfillment.ThesetasksaregeneratedbythefulfillerassignedtoacompleteaSupportRequestwhenagroupotherthanthefulfillmentgroupisneededtocompleteatasksothattherequestfromtheusercanbefulfilled.ThereisatabatthebottomofthetickettasklabeledJiraIntegrationFields.ThisfieldwillallowyoutosendataskfromServiceNowtoafulfillmentgroupthatdoestheirworkinJira—typicallydevelopmentandotherhighlytechnicalgroups.YouwillberequiredtoselecttheJiraProjectandComponentaswellasenteradescriptionoftheSDLCtaskneeded;youwillonlyseeprojectsyouhaveaccesstointhedropdownmenus.IfyoudonothaveJiraaccess,youwillnothaveanyfieldsandmayignorethistasktype.
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1. TocreateaTask,select“New”ontheTicketTaskstab.
2. Completethefields.
Taskformfields:
- Number-AuniquenumberidentifyingtheTicketTask
- Createdby–ThefulfilleroftheparentSupportRequestrecord
- Parent–ThenumberoftheparentSupportRequest
- Priority–Amandatoryfieldthatsetstaskpriorityfortheassignee
- Status–Thetaskstatus;willdefaulttoOpen
- AssignmentGroup–Amandatoryfieldtosetthesupportgroupthatwillcompletethetask
- Needby-Afieldtorequesttaskcompletiondate.
- Assignedto–theindividualwithintheAssignmentgrouptowhomtheTaskisassigned,ifknown
- Created–Markswhattimethetickettaskwascreated- ShortDescription–adescriptionofthetaskenteredbythefulfillerorcarriedoverfromthe
parentSupportRequest3. ClickSave.
Closing Tasks Whenyouhavecompletedtheworknecessarytothetaskassignedtoyou,thenextstepistoclosetheTicketTask.ClosingtheTicketTaskwillalertthefulfilleroftheSupportRequestthatyourworkisfinished.Note:Ifarequestortaskneedstoberesolvedbyanotherassignmentgroup,therecordmustbereassignedtothecorrectgroup.Whenyouchangetheassignmentgroupandassignedtofields,youmustenterinformationintotheworknotesfield.
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FollowthestepsbelowtocloseaTicketTask:
1. OpentheTicketTask.2. FillintheWorkNotefieldwithadescriptionofhowyoucompletedthetask.3. ClicktheCloseTaskbuttonatthetopoftheTaskform.
Afterarecordhasbeenclosed,allofthefieldswillbecomereadonlyandtherecordcanonlybeusedforreportingandhistoricalreview.Afterclosure,onlytheWorkNotesfieldcanbeedited.
More information FormoreinformationaboutusingServiceNowandServiceNowRequestManagement,consulttheServiceNowProductDocumentationavailableatthelinksbelow:
- ProductDocumentationmainpage:https://docs.servicenow.com/- RequestManagementinHelsinki:https://docs.servicenow.com/bundle/helsinki-service-
management-for-the-enterprise/page/product/planning-and-policy/concept/c_RequestManagement.html
- UsingListsofRecords:https://docs.servicenow.com/bundle/geneva-servicenow-platform/page/use/using_lists/concept/c_UseLists.html
-