ServiceNow

ServiceNow is our ticketing software. It can be accessed at ut.service-now.com. 

Getting Started

Setting your Notification Preferences in ServiceNow:

• Log in to ServiceNow.
• Click your picture/name in the top-right and select Profile.
• Click Notification Preferences under Related Links.
• Turn off all unnecessary notification types by clicking the slider to the right of the notification type.
  • Most desktop support specialists only need the following notification types turned on:
    • Incident assigned to me(Incident)
    • Incident commented(Incident)
    • Incident Commented in Work notes(Incident)
    • Incident commented with attachment(Incident)
    • Incident Resolved(Incident)
• Add filters to the notification types that are turned on:
  • Click Edit next to each notification type and check the box next to Advanced filter.
    
  • Set the filter as
    Assigned to is [Your Name] OR Watch list contains [Your Name]
    
  • Click Update.
  • Repeat for each notification type.

ITS Documentation Quick Links

Creating and Applying Templates to Incidents

Scheduling and Publishing Reports

Beginner's Guide: Creating and Resolving Incidents

Customer Surveys

When a ticket assigned to a LAITS assignment group is resolved, the customer is emailed a survey with the following questions: 

1. How satisfied are you with our solution to your issue?
2. How satisfied are you with our communication?
3. How likely would you be to recommend LAITS to a colleague?
4. We’d love you to share your feedback, comments, feedback, or suggestions for improvement.

The first 3 questions are ranked on a 1-to-5 scale from very unsatisfied to very satisfied. The 4th question is an open text box.

Customers can view surveys for all of their tickets in the resolved state from this link: https://ut.service-now.com/sp?id=my_surveys or from the "Take Survey" button at the top right of the Service Portal.

The survey system is set up so an individual only gets a survey once every 15 days. Customers will not receive a survey if they have been sent a survey within the preceding 15 days. If a customer is unable to submit a survey but wishes to give feedback for an interaction, they can use the Need More Help link here to give feedback directly to management https://liberalarts.utexas.edu/laits/services/computer-support/