SNOW-101 Agent Info
- Kevin Waldrop
Description: Helpful information for beginner Agents (those who handle tickets in ServiceNow) especially for "Case" tickets (CS12345678).
- This page is not applicable to Customers
- Click on any image to open for easier viewing
- Suggestions and feedback welcome, BOTS-Team@ucsd.edu
Table of Contents
Bookmarks
Your SNOW Agent Dashboard
ITS Collab Space “ServiceNow 101 - Introductory Guides and FAQs”
- Training Video*: ServiceNow 101
- Collab Page: Case Ticket Workflow
- Collab Page: Email Notifications
*This ServiceNow introductory video is provided by the ITS SNOW Team and contains the basic information needed to get started as an Agent (one who can process tickets) in SNOW.
Process
The basic lifecycle of the ticket.
| Short Version | Description |
|---|---|
| Form > SNOW Ticket > Assigned | Form is submitted, becomes a SNOW ticket, and then assigned to an Agent |
| Agent Actions | Agent reviews ticket for action |
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| Submitter Reply | Submitter answers any questions or confirms the solution |
| Ticket Closed | Ticket closes by direct action or after 3 days of no response to Solution Proposed |
To see this in a flowchart, check out this Case Stateflow Process Diagram in ITS SNOW Collab.
Notification
When a new Case/Ticket is created, the members of a specific Assignment Group (AG) will each receive an email that contains a link to the unassigned case. Any member may follow the link and assign a specific person to the case. Sample image provided is for a DSA ticket (TASK) for the EVCBO DSA group.
See more about SNOW Notifications here.
Navigation
Getting There
Getting to your Dashboard, either method:
- Bookmark a direct link
- Navigate to Services & Support (My Stuff), and select the "Agent View" in the blue header bar
Left Navigation Bars
- These bars are nested in layers, click each to expand
- STAR ICON is a list of your favorites - items you've selected the star icon (toggle on/off)
Dashboard
The Dashboard displayed will be the last one you used.
To change the Dashboard view, select the 4-square icon and select another view.
ITS suggests that new SNOW Agents use the "Simplified Agent Dashboard"
Locate a Ticket
Locate a specific ticket via:
- Your Dashboard:
- Work Assigned to Me
- Work Assigned to My Groups
- Search: use the magnifying glass icon in the top right corner
- Specific Case, RITM or TASK number
- Search by name of submitter
- Direct Link: usually provided in email notifications
Assignment Groups
| WHAT? | An Assignment Group (AG) in SNOW is a group of people who may be assigned a SNOW ticket of particular conditions |
| TYPE? | The business office forms/tickets being developed fall into one of these categories: Fiscal, HR, DSA, General |
| WHY? | These categories correspond to the business office contacts who might be assigned the tickets |
| NAME? | The SNOW AG naming convention is EVC-BusinessOfficeGroupName-Category, i.e. EVC-StuLife-Fiscal |
| WHO? | Anyone in the AG may assign a ticket to a specific person in the AG (or outside if needed) |
| EDIT? | AG Managers and Leads may maintain the membership of their own AG via this SNOW ticket |
Services
To take action on a ticket, you may need to fill in the “basics” about the ticket first.
NOTE: The terminology of "BOTS" is legacy language and will remain in 'Service' and 'Service Offerings' for association stability.
Service - “Business Office Ticketing System (BOTS)”
Service Offerings are:
- BOTS General
- BOTS Fiscal
- BOTS HR
- BOTS DSA
Categories - n/a, rare for now
Common Actions
| Action | Description |
|---|---|
| SET IN PROGRESS | from NEW to in motion, or solution proposed back to in motion, etc. |
| REQUEST INFO | ask customer a question; requires a note; timer of 5 business days, if no reply then auto-propose solution |
| PROPOSE SOLUTION | timer of 3 business days to reply or auto-close |
| SAVE & STAY | when no message needed, just update, assign another AG or to a Person |
| UPDATE | same as Save & Stay but opens the next record in queue (moves on instead of stay) |
Other Tips
Tag Someone: Similar to Google Sheets/Docs, @jsmith in the WORK notes to communicate/document in the ticket.
Restrict the Ticket: “View Restrictions” > click Restricted check box > SAVE & STAY or UPDATE. Only the AG and Watch List may view the case/ticket.