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Stanford University https://stanford.service-now.com/ February 1, 2018

ServiceNow Support Request Fulfillment Guide

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TableofContents 1.SupportRequestFulfillmentOverview.........................................................................................................3

IntroductiontoSupportRequestFulfillment........................................................................................3 GoalsofSupportRequestFulfillment......................................................................................................3

HowaSupportRequestisSubmitted.................................................................................................4 ServicesPortal.................................................................................................................................................4 PhoneCall..........................................................................................................................................................6

TheCallRecord...........................................................................................................................................................6 TheSupportRequestform.....................................................................................................................................8

SupportRequestFulfillment....................................................................................................................10 SupportRequestForm................................................................................................................................10

WorkingaSupportRequest...............................................................................................................................10 ClosingaSupportRequest..................................................................................................................................11 RequestVisibilityandSecurity........................................................................................................................12

TicketTasks....................................................................................................................................................12 TicketTasks...............................................................................................................................................................12 ClosingTasks............................................................................................................................................................13

Moreinformation...................................................................................................................................14

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1.SupportRequestFulfillmentOverview

Introduction to Support Request Fulfillment TheSupportRequestFulfillmentprocessistheactionyoufollowtorespondtoarequestmadebyanenduser.A“SupportRequest”generallyreferstosomethingthatauserwantsand/orneedsthatisn’tarepeatabletransactionanddoesnotrequireapproval.Examplesofsupportrequestsareansweringspecificquestionsaboutbenefitsorgivingadviceonhowtoprocessfinancialtransactions.

Goals of Support Request Fulfillment

ThegoalsoftheSupportRequestFulfillmentprocessinclude:

• Providingachannelforuserstorequestandreceivenon-technicalservicesforwhichapre-definedapprovalandqualificationprocessisnotrequired.

• Providinginformationtousersandcustomersabouttheavailabilityofsupportandtheprocedureforobtainingit.

• Providingefficientroutingandfulfillmentofrequestsforsupportinnon-technicalareaswhereasinglesupportgroupcanfulfilltherequest.

• Toguideusersthroughcomplexissuesortasks. • Toassistwithtrackingofusersupportneeds. • Toensurethatrequestsforsupportaredeliveredinaccordancewithagreeduponservice

deliverytargets. • Toensurethatallsupportrequestsareevaluatedandaddressedbythepropersupportunit. • Tomonitorandreportonthestatusofsubmittedsupportrequests. • Toverifythatfulfillmentofthesupportrequestsatisfiedtheuser’sneedsandmeetsapplicable

servicetargets.

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How a Support Request is Submitted

Services Portal UserswillaccesstheStanfordServicesportalatservices.stanford.edutorequesthelpfromStanfordserviceproviders.WhenauservisitstheServicesPortaltheycansearchfortheirneededserviceorbrowsethroughthecataloginterface.Usersarepresentedwithachoiceofcatalogstochoosefrom,forexample,theFinance&Payrollcatalog,InformationTechnologycatalog,orHumanResourcescatalog.Withineachcataloguserscanseecategorieslike“BuyingandPaying,”“IDs&Accounts,”and“FinancialReporting.”IfauserclicksintotheCreditCardMerchantServicescategory,heorshewillseebothSupportRequestformsandKnowledgeArticlesinthecenterofthepagewiththefulllistofServiceCategoriesintheleft-handnavigationbar.

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Afterauserfindstheappropriatesupportrequestform,heorshewillalmostalwaysseeaformliketheonetotheleft,thoughsomeformsmayhaveadditionalcustomfields.

WhentheusersubmitstheirSupportRequest,aconfirmationwillappearinagreenboxunderthesubmitbutton,withalinktothe“MyTickets”page.ToviewthefulldetailsoftheSupportRequest,userssimplyclickonthe“MyTickets”link.TheformthattheusersubmitscreatesaSupportRequestformwithintheServiceNowsystem.ThisSupportRequestisroutedtotheteamthatcanrespondtotheuser’srequest.AmemberofthatfulfillmentgroupisassignedtotheSupportRequestandwillcompletethenecessarytaskstoprovidewhattheuserneeds.

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Phone Call

The Call Record UsersmightrequesthelpbycallingaStanfordhelpcenter.Theagentwhoanswersthecallwillcompleteacallrecordforeveryincomingcallintoaservicedeskorsupportcenter.Thecallformcapturesthereasonforthecall,whichcanbeanythingfromawrongnumbertocollectingdataaboutanissueorserviceneedthatcanbetransferredovertoanIncident,Request,orSupportRequestform.TologaCallRecord,follow these steps:

1. Navigatetohttps://stanford.service-now.com/2. Tocreateanewcall,selectCallfromtheleft-handnavigation,thenclickNewCall. 3. Completetheformwiththeinformationprovidedbythecaller.4. SelecttheCalltypetosettheappropriatecourseofactionintomotion.

5. FortheSupportRequestCalltype,selecttheappropriatecatalog. 6. ClickSave.

7. AfteryouclickSave,youhavetheoptiontoclicktheCreateSupportRequestbuttonontheCallformandyouwillbedirectedtothecatalogyouselected.AbluesystemmessageappearsatthetopofthepagewiththeCallnumberandfurtherinstructions.FollowinstructionsbelowtocompletetheSupportRequestForm.

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GuestUserNoteIfyouareenteringaCallforauserthatisnotintheusertable,suchasanewemployeeorcontractworker,usethe“Guest”userrecordbyentering“Guest”intheCaller/ReportedForfields.Anewfieldof“GuestName”willbecomemandatory.Youwillalsohavetheoptiontoenteranemailaddressfortheguest.

Inaddition,KCS(Knowledge-CenteredSupport)resultswillloadatthebottomofthecallformbasedonthetextwrittenintheShortDescriptionField.

Youwillnoticethatwheneverpossiblethesystemwilldoworkforyou.Forexample:

• ThePrimaryAffiliationfieldisonlydisplayedaftertheReportedforfieldhasbeenfilledin,anditisalwaysread-onlysincethesystemstoresthatinformationintheuser’srecord.

• OpenedandOpenedbywillbeauto-populatedwiththetimeanddatethecallrecordformwasopenedandthenameofpersonwhoopenedtheform,respectively.

• TheCallerwillbethesameastheReportedForfield.NotethatbothfieldscanbechangedintheeventthattheCallerisreportinganissueforsomeoneelse.

• WhentheReportedForuserdoesnothaveaStanfordaffiliation,anotherfieldcalled“AlternateEmail”willbedisplayedunderneaththePrimaryaffiliationfield.

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The Support Request form IfyouclickedtheCreateSupportRequestbuttonafterloggingaCallRecord,ServiceNowwillprovideyouwiththeCatalogentriesthatareassociatedwiththeCatalogyoureferencedintheCallRecord.

ChoosethecategoryanditemfromthecatalogtoinitiateaSupportRequest.Youwillseetheassociatedcallnumberatthebottomoftheform..

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Whentheformissubmitted,theSupportRequestiscreatedandassignedtotheworkgroupassociatedwiththecatalogitem.AbluesystemmessagewilldisplaytheSupportRequestnumberandassociatedCallnumberandyouwillbereturnedtoyouractiveticketslist.

WhenaSupportRequestiscreatedfromaCallRecord,informationfromtheCallRecordistransferredtotheSupportRequestform.Thefollowinginformationisalsotransferred:

FieldNameonCallàFieldNameonSupportRequest

- CalleràRequestedby- ReportedforàRequestedfor- ShortDescriptionàDescription

TheBusinessFunction,AssignmentGroup,andShortDescriptionwillbepopulatedbycatalogitemthatyouselected.TheStateoftherequestdefaultstoOpen.TheCallrecordthatledtothecreationoftheSupportRequestformisreferencedinthe“RelatedCalls”listatthebottomoftheSupportRequestform.

Similarly,withintheoriginalCallRecord,theSupportRequestformthatwasgeneratedfromthecallisvisibleatthebottomoftheCallformintheRelatedTicketslist.

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SupportRequestFulfillment

Support Request Form

Working a Support Request IfyoureceivearequestfromauserthatdidnotcomethroughtheServicesPortalorbyphone,youmightneedtocreateaSupportRequestsothatyoucancompletearequestmadebyauser.Thismighthappenifausersendsyouanemailaskingforhelporifyouhaveaconversationinpersonaboutthehelpthattheyneed.TocreateanewSupportRequest,followthesesteps:

1. NavigatetotheSupportRequestmoduleintheleft-navigationandchooseCreateNew.

2. Completethefieldsintheorderthattheyappearintheform.Theformisdesignedforfieldstoauto-populatebasedondataenteredinpreviousfields.Thefieldsaredescribedbelowtheimage:

• Number–Auniquenumberidentifyingtherecordinthesystem(auto-filled)• Requestedby–Theindividualwhorequestedtheitemorservice• Requestedfor–Theuseronbehalfofwhomtherequestwasmade;defaultstothesameas

theRequestedbyuser• BusinessService–Amandatoryfield;thehighestlevelofclassificationforsupportrequest

items• BusinessFunction–Thesecondlevelofclassificationforsupportrequestitems• Item–Thelowestlevelofclassificationforsupportrequestitems,isthesameasthecatalog

itemchosenbytheservicedesk(willbeblankwhencreatingaSupportRequestdirectly)• Status–WilldefaulttoOpen• AssignmentGroup–Thesupportgroupassociatedwiththecatalogitem(auto-filled)• Assignedto–Thefulfillerwhowillcompletethesupportrequest• Secureflag–Givesfulfillerabilitytomarkticketassecure• Priority–Allowsthefulfillertosettheprioritylevelofthesupportrequest• Contacttype–Showsthefulfillerwherethesupportrequestoriginated(auto-filledif

informationisavailablethroughportalsubmission)• KCSSolution–AfieldtoattachaKnowledgeBasearticlethatwouldaddressthesupport

request(willbeauto-filledifaparticulararticleisassociatedwiththeticket).• AlternateContact–Afieldtolistanalternatecontactforthesupportrequest,ifneeded• ClassificationCode–Thisfieldallowsfulfillmentgroupstheabilitytocategorizeticketsata

deeperlevelforreporting.Itisthefinallevelofcategorizationandmandatoryuponresolution.

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Cuesletafulfillerknowthestatusofafield.Thefollowingstatesappearinthesameorderpicturedintheimagehere:• Read-Only:

Whenafield(e.g.,Department)cannotbeeditedbyauserthefieldwillappearwithagraybackground.

• Requiredstillneeded:Whenabrightredasteriskappearsnexttoafield(liketheLocationfieldabove),theuserwillnotbeabletosubmitorsavetheformuntilanacceptedvalueisenteredintothefield.

• Requirednotneeded:Whentheasterisknexttothefieldisgray(seetheCategoryfield),thefieldisrequiredbutthevaluewithinisacceptableandalreadysaved.

• Requiredbutchanged:Whentheasterisknexttoafieldisafadedred(seetheSubcategoryfield),thefieldisrequiredandhasanacceptablevalue,buthasnotyetbeensaved.

• Invalidentry:Whenafield’sbackgroundcolorturnsred(asintheConfigurationItemfield),thefieldhasaninvalidvalueenteredandcannotbesaveduntilthevalueisfixed.

3. Ifyouneedhelpselectingthevalueforafield,clickontheMagnifyingglasstosearchthroughavailablefieldsinapopupwindow.• Somefieldshaveasmallmagnifyingglassnexttothem( )indicating

thattheyarereferencefields.Referencefieldscanbecompletedbyclickingonthemagnifyingglassandselectingthedesireditem.Anotheroptionistostarttypingtextinthefield,whichwillleveragetype-aheadbehaviortoquicklyselectvaluesyou’veusedbefore.

4. ClickSavetocompletetheticketcreation.

Closing a Support Request Whenyouhavecompletedtheworkrequiredtofulfilltheuser’srequest,thenextstepistoclosetheSupportRequestticket.FollowthestepsbelowtoclosetheSupportRequestticket.

1. Makesureallassociatedtaskshavebeencompleted,thenchangetheStatusfieldto“Resolved.”YouwillnotbeabletoresolveaSupportRequestuntilalloftherelatedTasksareclosed

2. TheClassificationCodefieldbecomesmandatory.ChooseaClassificationCodeifyouhavenotalready.

3. NavigatetotheClosureInformationtabandentertherequestresolutiondetailsinthe“Closenotes”box.Thesedetailswillbesentbyemailtotheenduser.

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4. ClickSavetoclosetheticket.

Request Visibility and Security SomeservicecatalogitemswithinServiceNowhaveextrasecurityfeaturesduetodatasecurityconcerns.Requestssubmittedviathesecatalogitemsaresecurebydefault.SupportRequeststhataredesignatedassecurearerestrictedandarenotvisibletoServiceNowuserswhoareoutsideofthedesignatedfulfillmentgroup.SecurecheckboxesappearontheSupportRequestrecordandtheTicketTaskrecord(s).Iftheworkgroupassignedissecurebydefault,thecheckboxwillbecheckedattheTicketTasklevelaswell.Fulfillersmayoccasionallyneedtosecurearequestifausersubmitsconfidentialinformationthatshouldnotbevisibletoothersoutsideofthefulfillmentgroup.Inthesesituations,fulfillersshouldcheckthesecurecheckboxattheSupportRequestleveltosecuretherequestandrelatedtasks.

Ticket Tasks

Ticket Tasks ArelatedlistatthebottomofSupportRequestrecordsdisplaysTicketTasksassociatedwiththeRequest’sfulfillment.ThesetasksaregeneratedbythefulfillerassignedtoacompleteaSupportRequestwhenagroupotherthanthefulfillmentgroupisneededtocompleteatasksothattherequestfromtheusercanbefulfilled.ThereisatabatthebottomofthetickettasklabeledJiraIntegrationFields.ThisfieldwillallowyoutosendataskfromServiceNowtoafulfillmentgroupthatdoestheirworkinJira—typicallydevelopmentandotherhighlytechnicalgroups.YouwillberequiredtoselecttheJiraProjectandComponentaswellasenteradescriptionoftheSDLCtaskneeded;youwillonlyseeprojectsyouhaveaccesstointhedropdownmenus.IfyoudonothaveJiraaccess,youwillnothaveanyfieldsandmayignorethistasktype.

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1. TocreateaTask,select“New”ontheTicketTaskstab.

2. Completethefields.

Taskformfields:

- Number-AuniquenumberidentifyingtheTicketTask

- Createdby–ThefulfilleroftheparentSupportRequestrecord

- Parent–ThenumberoftheparentSupportRequest

- Priority–Amandatoryfieldthatsetstaskpriorityfortheassignee

- Status–Thetaskstatus;willdefaulttoOpen

- AssignmentGroup–Amandatoryfieldtosetthesupportgroupthatwillcompletethetask

- Needby-Afieldtorequesttaskcompletiondate.

- Assignedto–theindividualwithintheAssignmentgrouptowhomtheTaskisassigned,ifknown

- Created–Markswhattimethetickettaskwascreated- ShortDescription–adescriptionofthetaskenteredbythefulfillerorcarriedoverfromthe

parentSupportRequest3. ClickSave.

Closing Tasks Whenyouhavecompletedtheworknecessarytothetaskassignedtoyou,thenextstepistoclosetheTicketTask.ClosingtheTicketTaskwillalertthefulfilleroftheSupportRequestthatyourworkisfinished.Note:Ifarequestortaskneedstoberesolvedbyanotherassignmentgroup,therecordmustbereassignedtothecorrectgroup.Whenyouchangetheassignmentgroupandassignedtofields,youmustenterinformationintotheworknotesfield.

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FollowthestepsbelowtocloseaTicketTask:

1. OpentheTicketTask.2. FillintheWorkNotefieldwithadescriptionofhowyoucompletedthetask.3. ClicktheCloseTaskbuttonatthetopoftheTaskform.

Afterarecordhasbeenclosed,allofthefieldswillbecomereadonlyandtherecordcanonlybeusedforreportingandhistoricalreview.Afterclosure,onlytheWorkNotesfieldcanbeedited.

More information FormoreinformationaboutusingServiceNowandServiceNowRequestManagement,consulttheServiceNowProductDocumentationavailableatthelinksbelow:

- ProductDocumentationmainpage:https://docs.servicenow.com/- RequestManagementinHelsinki:https://docs.servicenow.com/bundle/helsinki-service-

management-for-the-enterprise/page/product/planning-and-policy/concept/c_RequestManagement.html

- UsingListsofRecords:https://docs.servicenow.com/bundle/geneva-servicenow-platform/page/use/using_lists/concept/c_UseLists.html

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