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Revantage Ticket Workflow

Users create tickets through the ServiceNow portal to report issues or make requests. Tickets are assigned to customer service engineers (CSEs) who can update fields like type, description, status, and priority. Tickets move through states like new, in progress, on hold, resolved, and closed as the CSE works with the user to address the issue or request. Response and resolution time goals are set based on the priority assigned to the ticket.

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Vanina Lorena
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85 views

Revantage Ticket Workflow

Users create tickets through the ServiceNow portal to report issues or make requests. Tickets are assigned to customer service engineers (CSEs) who can update fields like type, description, status, and priority. Tickets move through states like new, in progress, on hold, resolved, and closed as the CSE works with the user to address the issue or request. Response and resolution time goals are set based on the priority assigned to the ticket.

Uploaded by

Vanina Lorena
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Ticket Lifecycle in Service Now

End User Interface


A User create tickets via the service now portal. Using the Service Portal should be the default option
for all end users wishing to raise a request or incident. However some VIP users do raise requests
and incidents via telephone, email and chat.

http://servicenow.revantage.eu/sp

they will be presented with this screen to choose the most appropriate option, for the purpose of
this document an access and data management ticket is raised.

The caller will then see the following screen


 Contact is populated automatically
 You can copy in your Manager or a colleague
 The service you require assistance on/from shows a drop drown of sub categories
 If you have a question – this raises a request
 If you are facing an issue – this raises an incident
 The summary field is essentially the subject line of the ticket.
 Description is self-explanatory

CSE Interface
Once the ticket is submitted the CSE will see the below on the Service Now portal
At this point the CSE can change anything that is incorrect – typically this could be:

 Ticket Type – if a caller is confused between a request and an incident.


 Short Description – If the heading of the ticket needs to be more appropriate.

A ticket will arrive at the portal in a NEW and UNASSIGNED state. It is the responsibility of the CSE
who takes the ticket to change the following to be accurate.

 State
 Category
 Subcategory
 Component
 Priority
 Assignment Group
 Assigned to

States
 New – Default for all new tickets
 In Progress – Only chose this for tickets you are actively working on.
 On Hold – Use this status to “stop the clock” on a ticket you are working on and provide a
reason in the box that will appear.
 Resolved – Once you are sure you have resolved the incident populate the resolution
information and change the status.
 Closed – for all tickets whereby a user has confirmed the issue is resolved.

Workflow
Tickets should not be left in a new state for longer than the agreed response time SLA

 Priority 1 (Critical) – 1 hour response and 2 hour resolution.


 Priority 2 (High) – 2 hours to respond and 4 hour resolution.
 Priority 3 (Medium) – 4 hours respond and 8 hour resolution.
 Priority 4 (low) – 12 hours respond and 24 hour resolution.

If you are not actively working on a ticket the state should be set to on hold and an update provided
to the caller.

When your shift finishes you should have no tickets in a new or in progress state.

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