ECE has long had active implementations of the ticketing system used by the Office of Information Technology (OIT) across campus, better known as ServiceNow (SN). Now expanded to more business operations, this helps improve the efficiency and productivity of the department by allowing a consistent way for task collection and needs across units. There are four ECE teams/workgroups established in the SN system, with more forthcoming:

  • COE ECE IT/Operations
  • COE ECE Web
  • COE ECE Communications
  • COE ECE Finance

In addition, SN allows for the following:

  • A “one-stop shop” where customers can receive aid from all teams/workgroups in one request and staff can collaborate to ensure the best customer experience
  • Centralized system allows all details and documentation to be in one location and accessible by the customer at any time to check progression
  • Built-in tracking and reporting system will assist with identifying trends and needs across the department, which will help to improve processing and performance 

TIP: Do not copy individuals on your submission email unless absolutely necessary. Anyone linked to the request will receive an email each time an update is made to the ticket. Feel free to mention others in the body of the email, and the relevant individuals will be added as the ticket is processed.

Submitting a Request

IT RequestsEmail with as much information and documentation as possible
Operations/FacilitiesEmail with as much information and documentation as possible
General ECE WebsitesEmail with as much information and documentation as possible
Website Access (research/conference sites)Complete the form (by the PI)–ticket will be generated
General Marketing/CommunicationsEmail with as much information and documentation as possible
PurchasingComplete the purchasing request form–ticket will be generated
Travel ReimbursementComplete the travel reimbursement form–ticket will be generated
General Finance inquiriesEmail with as much information and documentation as possible

The email will be sent to the SN system and a ticket will be created and assigned a number (known as the incident (INC) number). The customer (referred to as the caller) will receive an automated email confirming the request has been received. 

To check the status of a ticket or to add more information, click the red INC hyperlink in the email, which will open SN in a web browser window. This is a recommended best practice. Continue reading to see a snapshot of the system view. 

  • You can also communicate or provide additional information by simply replying to the system email you received, as long as no changes are made to the subject line of the email.   
    • However, you will need to click the red INC hyperlink in the email in order to see any attachments
  • When comments are added or changes are made to the ticket, a notification is sent to those involved in the request.  If the caller submits information, the ticket/case manager will be notified and vice versa.

Once the ticket is resolved, the caller will have 7 calendar days to reopen the ticket by following the instructions in the final system email.

If this window has passed and you have questions about your ticket, please reference the INC number when contacting 

Best Practices

Ideally, there should be one request for each email submission. For example, do not submit a request that involves paying an invoice and hiring a student worker. 

If additional information is required, the unit will reach out to the caller. If there is no response within two business days, a friendly reminder will be sent. If no response is received within two business days after the second communication, the ticket will be escalated. In the event that we do not receive a response from the caller after the ticket is escalated, the unit reserves the right to close the ticket. 

If you are making a request on behalf of someone else, please indicate that in the body of the email.

Sensitive data such as social security numbers and banking information should never be sent via email or uploaded.

Once the SN ticket is created from your email and you start to communicate in the SN system, DO NOT go back and try to use that email for correspondence. Doing so will result in the creation of multiple tickets causing confusion and delays with processing. 

While we greatly appreciate your thanks, replying to a “resolved” ticket will result in the ticket reopening and generating additional emails.

System View

Clicking on the red INC hyperlink in the emails sent by the SN system will open a new webpage. Callers have the option of responding to inquiries or adding additional comments by replying to the system emails OR by responding on the SN webpage. If there are attachments involved with the request, those will be accessible on the webpage only. 

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Active – New tickets become active tickets once assigned to a workgroup and user. Resolve and closed tickets are not considered active in the system. 

Assignee – Department team member assigned to work the ticket, also referred to as the user.

Assignment Group – The team that is assigned to the ticket; either IT, Web, Operations, Comms, or Finance–also referred to as the workgroup.

Caller – The individual making the request, also referred to as the customer.

INC – Shorthand for incident, this is the unique identifier or reference number for a ticket.

State – Status of the ticket; New (not yet assigned), Awaiting User Info (waiting on details from the caller), Awaiting Evidence (waiting on details from someone other than the caller), Resolved (request is complete but changes can be made with 7 calendar days) or Closed (final state of the ticket and no updates can be made)

Ticket – The original email sent or form submitted will generate a ticket; request received from customer/caller

User – Department team member assigned to work the ticket, also referred to as the assignee.

Watch list – Individuals that are not the caller but need to be involved can be added to the watch list and will receive system emails along with the caller each time updates are made. More than one person can be added/removed at any given time during the life of the ticket.