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• Tickets are centered around a specific issue. If a user has a problem with their computer, the IT department can create a ticket for the incident and record the troubleshooting steps they have taken, as well as any interactions with the client. Especially when working in team environments where the ticket may pass through multiple agents, this can be helpful to ensure that the same troubleshooting action is not attempted multiple times.
• Tickets prevent incidents from falling through the cracks. A ticket can have a status of Open, In-Progress, or Closed. Keeping a ticket "open" ensures that you do not forget to follow up with someone, and that nothing falls through the cracks.
• Tickets provide continuity. If you run a lab or group where staff members are constantly coming and going, a ticketing system can allow anyone on the queue's staff list to review the history and interactions with a client regarding each issue.
• Tickets make escalations easy. You can easily reassign tasks to other departments, or automatically notify other staff members of the responses. This helps prevent staff from responding to a client's question more than once.
• Tickets provide greater insight into common problems. You can categorize problem types and assign tickets to them, which helps management understand where the organization needs more help. For example, you may have categories such as "IT - Desktop Support" and "IT - Printing" to see how frequently printer problems occur, and whether or not it makes sense to look at reducing the ways in which that will be problematic.

CRE's ServiceNow Queues

CRE has several queues within ServiceNow:

Training

For the training outline, please view this page.

Support

To request a ticketing queue for yourself or your team, email cre-it@mit.edu.

To request support for ServiceNow, email dlc-ticketing@mit.edu and cc cre-it@mit.edu.

Training

For the training outline, please view this page.

CRE's ServiceNow Queues

CRE has several queues within ServiceNow:

Noteworthy Information

• The "Description" field is included in emails to your clients
• When you create a new ticket, an email is not automatically generated to the end user. You need to add a second response, even if it just says "Please see below" to generate the email to the end-user
• You can enable/disable a setting which forces the agent to select a category and service. Categories and services are useful for reporting information, but may not be necessary depending on your use case.
• You can send emails with attachments in the top-right hand corner
• You can create checklists for TODO lists

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