ServiceNow Ticket Process

Workflow

Intake

  1. Tickets are submitted in ServiceNow by our clients.
  2. BU IS&T’s Sr. Functional Analyst Ron Yeany triages and assigns appropriate incoming tickets to the MRCM service group.
  3. Every Monday, Interactive Design’s Creative Director assesses, reviews and delegates the tickets. This may involve:
    • Consulting #servicenow-bugfixes in Slack.
    • Determining if the ticket is a Bug or Enhancement.
    • Assigning ticket to either a supervisor or a designer, developer. Ideally, an individual(s) who worked on the site, product, or enhancement that possesses the available resourcing. They then communicate with the client who submitted the ticket to resolve it.
    • Replicates and/or references the ticket in a GitHub issue. Assigning relevant individual(s) to the issue.

1) Bugs

  • I.D. Creative Director triages and assigns to the appropriately resourced individual.
  • Resourced individual fixes the bug, as soon as possible, as availability allows.
  • I.D. Creative Director monitors and prompts closing of unresolved tickets.

2) Large Enhancements

  • Ticket is communicated to Account Executive department by I.D.’s Creative Director.
  • I.D.’s Creative Director or Account Executive department writes client note via ServiceNow after early inquiries to Project Management of potential resourcing.
  • Adding ticket to best Account Executive to public watch list.

3) Small Enhancements

  • Estimate provided in ServiceNow, managed by I.D. Project Managers
  • Added to Smartsheet if >5 hours.
  • Assess hours and resources; inquires in #id-tiny-tasks Slack channel.
  • Bill minimum of one hour.
  • Track time in ActiveCollab on ServiceNow/Website Bug Fixes.
  • I.D. contacts client with cost estimate and requests ISR.

Estimate Example

Hello,
We received your request and are happy to assist. Our rate is $140.00/hour.

Deliverable: [Description]
Estimate: Up to 2 hours
Total: $280.00

Please approve and provide ISR to Marketing & Communications: Web/Interactive Design.
Thank you,
Interactive Design

If client declines: I.D. closes ticket.

If client approves:

  • I.D. confirms ISR receipt and updates Smartsheet (if <5 hours).
  • Project Management creates a new Active Collab project.
  • Transfer ISR into CS Billing.
  • Resource and assign tasks, design/build, deploy, test, update documentation.
  • Communicate completion and close ticket.

Closing Confirmation Example

Creative Service has completed your request and is closing this ticket. Let us know if you need further assistance.

Where do I track my ServiceNow Ticket time?

Any time working on a ServiceNow bug ticket should be tracked to ServiceNow Ticket – Bug Resolution task within our ID Admin project in ActiveCollab.