Announcements

• Incidents can now be converted into Support Requests.

• Addition of 'Facilities' and 'Postdoctoral Services' domains on the Services and Support portal.
   
• Implementation of the Astound machine learning technology to route incidents.
   
• Launch of the School of Medicine (SoM) computer inventory project.

Tips and Tricks

INCIDENT/REQUEST MANAGEMENT

How Do I Convert an Incident to a Support Request?

If an end user logs a ticket as an Incident but it should be a Support Request, a fulfiller can easily convert it. This allows groups using Support Requests to resolve their tickets with their applicable Business Functions, Classification Codes, etc. 

INCIDENT MANAGEMENT

Astound Predict Uses Artificial Intelligence to Route Incident Tickets

ServiceNow includes an Artificial Intelligence (AI) plug-in to assist with Incident routing. The plug-in scans information in Incident forms and uses artificial intelligence to route the form to the proper assignment group.

SERVICENOW

Why Do My ServiceNow Records Look Different?

If you log in to ServiceNow and notice that your view looks different than it normally does (i.e., key fields are missing from a form), there are a few things that can be the cause. The most common reason is the 'Default View' is not set.