ServiceNow Ticket Process

Workflow

Intake

  1. Ticket appears in ServiceNow.
  2. BU IS&T’s Sr. Functional Analyst Ron Yeany assigns ticket to Digital Communications Designer Damien Garcia in the “Web Publishing” group.
  3. I.D. assesses or delegates:
    • Assigns to a designer or developer.
    • Consults with team or #servicenow-bugfixes Slack.
    • Determines if the ticket is a Bug or Enhancement.

1) Bugs

  • I.D. triages and assigns to the appropriate resource.
  • Resource fixes bug ASAP.
  • Damien monitors and prompts closing of unresolved tickets.

2) Large Enhancements

  • Ticket is communicated to Account Team.
  • I.D. writes client note via ServiceNow.
  • Add best AE to public watch list.

3) Small Enhancements

  • Estimate provided in ServiceNow, managed by I.D.
  • Add to Smartsheet if >5 hours.
  • Assess hours and resources; consult #id-tiny-tasks Slack.
  • 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.