{"id":2216,"date":"2024-08-11T01:46:53","date_gmt":"2024-08-11T05:46:53","guid":{"rendered":"http:\/\/sites.bu.edu\/marcom-team\/?page_id=2216"},"modified":"2026-03-31T16:18:38","modified_gmt":"2026-03-31T20:18:38","slug":"servicenow-ticket-process","status":"publish","type":"page","link":"https:\/\/sites.bu.edu\/marcom-team\/departments\/interactive-design\/github-smartsheets\/our-support\/servicenow-ticket-process\/","title":{"rendered":"ServiceNow Ticket Process"},"content":{"rendered":"<h2><strong>Workflow<\/strong><\/h2>\n<h3>Intake<\/h3>\n<ol>\n<li>Tickets are submitted in <a href=\"https:\/\/bu.service-now.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">ServiceNow<\/a> by our clients.<\/li>\n<li>BU IS&amp;T&#8217;s <span>Sr. Functional Analyst <\/span>Ron Yeany triages and assigns appropriate incoming tickets to the MRCM service group.<\/li>\n<li>Every Monday, Interactive Design&#8217;s Creative Director assesses, reviews and delegates the tickets. This may involve:<\/li>\n<\/ol>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li>Consulting\u00a0<a href=\"https:\/\/join.slack.com\/share\/enQtNzU1ODQyODgyMjU2My1hNTExMWM5NjhjMmE2ZmQyYTdmYzk1YTM3MjRhNTNlMjBjMzM3ZTEyYjczNTBhNzcyNDExNmQwNDA0MTgzYmQ4\">#servicenow-bugfixes<\/a> in Slack.<\/li>\n<li>Determining if the ticket is a <strong>Bug<\/strong> or <strong>Enhancement<\/strong>.<\/li>\n<li>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.<\/li>\n<li>Replicates and\/or references the ticket in a GitHub issue. Assigning relevant individual(s) to the issue.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<hr \/>\n<h4><strong>1) Bugs<\/strong><\/h4>\n<ul>\n<li><span>I.D. Creative Director\u00a0<\/span>triages and assigns to the appropriately resourced individual.<\/li>\n<li>Resourced individual fixes the bug, as soon as possible, as availability allows.<\/li>\n<li>I.D. Creative Director monitors and prompts closing of unresolved tickets.<\/li>\n<\/ul>\n<h4><strong>2) Large Enhancements<\/strong><\/h4>\n<ul>\n<li>Ticket is communicated to Account Executive department by I.D.&#8217;s Creative Director.<\/li>\n<li>I.D.&#8217;s Creative Director or Account Executive department writes client note via ServiceNow after early inquiries to Project Management of potential resourcing.<\/li>\n<li>Adding ticket to best Account Executive to public watch list.<\/li>\n<\/ul>\n<h4><strong>3) Small Enhancements<\/strong><\/h4>\n<ul>\n<li>Estimate provided in ServiceNow, managed by I.D. Project Managers<\/li>\n<li>Added to Smartsheet if &gt;5 hours.<\/li>\n<li>Assess hours and resources; inquires in <a href=\"https:\/\/join.slack.com\/share\/enQtNzU1NTY1MjA4OTYyMS1mMWFkMzU4OTY2YTM3YjNiNmUyYWVkZWM3MDFkYjE2Y2RmOWMyZjc5NGEyN2IzNWUxZTIxOTJlMjRjMmVlMWU0\">#id-tiny-tasks<\/a> Slack channel.<\/li>\n<li>Bill minimum of one hour.<\/li>\n<li>Track time in ActiveCollab on <a href=\"https:\/\/app.activecollab.com\/207970\/projects\/11611\" target=\"_blank\" rel=\"noopener noreferrer\">ServiceNow\/Website Bug Fixes<\/a>.<\/li>\n<li>I.D. contacts client with cost estimate and requests ISR.<\/li>\n<\/ul>\n<p><strong>Estimate Example<\/strong><\/p>\n<blockquote><p>Hello,<br \/>\nWe received your request and are happy to assist. Our rate is $140.00\/hour.<\/p>\n<p>Deliverable: [Description]<br \/>\nEstimate: Up to 2 hours<br \/>\nTotal: $280.00<\/p>\n<p>Please approve and provide ISR to Marketing &amp; Communications: Web\/Interactive Design.<br \/>\nThank you,<br \/>\nInteractive Design<\/p><\/blockquote>\n<hr \/>\n<p><strong>If client declines:<\/strong> I.D. closes ticket.<\/p>\n<p><strong>If client approves:<\/strong><\/p>\n<ul>\n<li>I.D. confirms ISR receipt and updates Smartsheet (if &lt;5 hours).<\/li>\n<li>Project Management creates a new Active Collab project.<\/li>\n<li>Transfer ISR into CS Billing.<\/li>\n<li>Resource and assign tasks, design\/build, deploy, test, update documentation.<\/li>\n<li>Communicate completion and close ticket.<\/li>\n<\/ul>\n<p><strong>Closing Confirmation Example<\/strong><\/p>\n<blockquote><p>Creative Service has completed your request and is closing this ticket. Let us know if you need further assistance.<\/p><\/blockquote>\n<h3>Where do I track my ServiceNow Ticket time?<\/h3>\n<p>Any time working on a ServiceNow bug ticket should be tracked to <strong>ServiceNow Ticket \u2013 Bug Resolution<\/strong> task within our ID Admin project in ActiveCollab.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Workflow Intake Tickets are submitted in ServiceNow by our clients. BU IS&amp;T&#8217;s Sr. Functional Analyst Ron Yeany triages and assigns appropriate incoming tickets to the MRCM service group. Every Monday, Interactive Design&#8217;s Creative Director assesses, reviews and delegates the tickets. This may involve: Consulting\u00a0#servicenow-bugfixes in Slack. Determining if the ticket is a Bug or Enhancement. [&hellip;]<\/p>\n","protected":false},"author":12906,"featured_media":0,"parent":3320,"menu_order":1,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/sites.bu.edu\/marcom-team\/wp-json\/wp\/v2\/pages\/2216"}],"collection":[{"href":"https:\/\/sites.bu.edu\/marcom-team\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/sites.bu.edu\/marcom-team\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/sites.bu.edu\/marcom-team\/wp-json\/wp\/v2\/users\/12906"}],"replies":[{"embeddable":true,"href":"https:\/\/sites.bu.edu\/marcom-team\/wp-json\/wp\/v2\/comments?post=2216"}],"version-history":[{"count":12,"href":"https:\/\/sites.bu.edu\/marcom-team\/wp-json\/wp\/v2\/pages\/2216\/revisions"}],"predecessor-version":[{"id":4300,"href":"https:\/\/sites.bu.edu\/marcom-team\/wp-json\/wp\/v2\/pages\/2216\/revisions\/4300"}],"up":[{"embeddable":true,"href":"https:\/\/sites.bu.edu\/marcom-team\/wp-json\/wp\/v2\/pages\/3320"}],"wp:attachment":[{"href":"https:\/\/sites.bu.edu\/marcom-team\/wp-json\/wp\/v2\/media?parent=2216"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}