April 30, 2019
This monthly newsletter provides essential Service Management and ServiceNow information.
Stanford | Services & Support: Service Management Newsletter


  Reminder: Close Remedy tickets

  • Remedy will be decommissioned on June 27, 2019. Learn more.
  • Release notes are available for the ServiceNow project release that took place on April 27, 2019. Some things included in that release are: 
    • An upgrade to the London release (Learn more about changes implemented)
    • On-boarding of several different groups 

Tips and Tricks


Working with ServiceNow Dashboards

Responsive dashboards are a great way to consolidate and share information with others. Content on the dashboard can be easily dragged and dropped to different locations, resized, or tabs can be added to allow users to customize the dashboard to what suits their needs.


Selecting the Correct User Account in ServiceNow

Fulfillers creating tickets on behalf of other users should ensure that they are selecting the correct user account. Some end users have the same name as others and can only be differentiated by their SUNet ID or department. ServiceNow also contains hospital user accounts because of the integration with the hospital. 


How Long Does it Take for Incidents and Support Requests to Auto Close?

Incidents and Support Requests are completed by setting the state/status to Resolved. Tickets in a state of Resolved are active and can be re-opened if the need arises. After a certain period of time, the state automatically moves to Closed. 

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Service Spotlight

Candy Ramiro, Research, Strategic Reporting, & Prospect Advancement Associate, from Medical Center Development (MCD), facilitated the gathering of requirements and data for her organization to onboard to ServiceNow in April 2019. Because of her excellent project management skills, she kept her team on track for a successful deployment. This was especially impressive as MCD was moving to the Redwood City campus and implementing a new system during the same timeframe.
Stanford University