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Documentation

Recorded Instruction and Summaries

  1. The ITIL Aligned Service Model
  2. Interface and Performance Improvements
  3. Introduction to the new Service Center application
  4. Glossary
  5. Quick How-To
  6. How is ToDo different from the other queues?
  7. A couple changes to Change

 Glossary

  • Navigator – Region to the left where menus, favorites, and dashboards are located.
  • Favorite – Saved query which results either in a list of tickets,  a list of tickets in a view, or a chart.
  • Dashboard – Combination of charts to provide a visual description of related information.
  • Queue – is a set of related data, usually analogous to a table.  For example, "Incidents Requests" are in one queue. In the system, these happen to be stored in the same table.
  • View – is a specially formatted subset of data WITHIN a queue.  It can have specific criteria or filter, sort order, grouping, and so on.  For example, you could have one view with open incidents created by a team and sorted by assignee, or  a view of tickets recently closed in the last week.
  • Template – is what was formerly called the "quick ticket"  It's a saved preloaded set of service model info, assignment, description, and resolution to be used to make creating and submitting routine tickets faster.


Quick How-To

For more detailed instructions and video tutorial: Introduction to the new Service Center application

Using Queues and Views

  1. To change Queues and Views use the drop down bar for either and select the desired Queue or View
  2. Note: The "To Do" Queue is meant to be a queue to find all records/actions for your team or yourself

 

Creating a New View

  1. In Navigator --> Click Search Incidents and Request
  2. Select Incident, Request, or Both
  3. Select Open, Closed, or Both
  4. Fill Any Other Fields of Interest (i.e Ticket Informationà  Originator)
  5. Click Search
  6. Click More --> Click Save as View --> Click Yes
  7. Notice Add Button at top --> Provide a Name to the New View
  8. Click Add
  9. Click OK
  10. Close the List tab
  11. Leave and return to the Queue by selecting a different Queue in the drop down list and re-selecting the previous Queue
  12. Then you will find the "New View" under list of Views
  13. To further change view (i.e fields)
  14. Click More --> Select Customize Current View
  15. Select Fields
  16. In Drop Down list select desired fields --> Click Add to List
  17. Click out of the list
  18. Then return back to Drop Down to select other fields
  19. To further customize the view, you can edit the shown view by going to other options such as Sort By and Group By, etc
  20. When Done, click Next then Finish

 

Creating Templates (quick tickets)

  1. Click Create Template
  2. Notice the “Add” button, provide a name in the Template Name field
  3. Click Add
  4. Note: if you are creating a ticket for another user that it is cleared to make sure you are not creating too many tickets for other people
  5. Click Save
  6. Click OK

 

Using Templates (quick tickets)

  1. Click Use Template
  2. Select Template Name

 

Using Notify Me

  1. Click Notify Me

Notify Me allows you to know the status of the ticket even if you have no direct relation to the ticket (i.e not the ticket originator or if the ticket is not assigned to you)

Name is added to list of users to be notified through email when the ticket is updated

To remove your name from the list

  1. Click the Notify Me button again

You will be prompted with a message that will say your name is already on the list and to remove it

 

Inbound email

  1. Open email client
  2. In “To:” Field enter: screq@bc.edu 
  3. In “Subject” field, enter: ticket number (ex:IM60037)
  4. The email you send will appear in the “Journal Entry” of the ticket

This sends an email to the ticket. To send the email to another person so they can receive updates on the ticket, CC them to the same email.

Note: make sure screq@bc.edu is the only address in the "To:" Field

For an example click here