Frequently Asked Questions/F.A.Q. (SN/Admin)

When someone submits a new ticket, who receives it?

Let's say client@mit.edu sends an email to cre-finance@mit.edu. ServiceNow will perform the following steps, in this order:

1. Parse the client's email.
2. Check to see if the email matches an existing ticket using a combination of items (likely some combination of the identifier string at the end of the ticket emails, the subject line, some header information in the email, etc...)
3. Recognize this email as a new ticket item, and generate a new ticket for it
4. Identify the To: line in the email as cre-finance@mit.edu, and assign it to the Center for Real Estate - Finance & Grants Administration queue per the processing rules we have configured.
5. Send an email to all agents/staff members of the Center for Real Estate - Finance & Grants Administration queue containing the client's inquiry.
6. Send an email to the "manager" of the Center for Real Estate - Finance & Grants Administration queue. (** Need to verify this actually happens **)
7. Send an email to the client, which is generated from the auto-response template. Our auto-response templates generally acknowledge the inquiry was received and provide some contact information for the department for which the email was sent to.

When someone replies to an existing ticket via email, who receives it?

Let's say agent1@mit.edu responds to client@mit.edu's email. ServiceNow will perform the following steps:

1. Parse the agent's email
2. Check to see if the email matches an existing ticket (it does)
3. Recognize this as an agent/staff email
4. Check if the ticket is assigned to any agents
   1. If the ticket is unassigned, the agent's response will be sent to all agents in the queue.
   2. If the ticket is assigned to an agent, only the assigned agent will receive the response.
5. Email the user