Best Practices for Email and ServiceNow

Best Practices for Email and ServiceNow

When using email to open a new incident in ServiceNow, the following best practices should be followed:

1) Avoid using a mailing list to open an incident. This can result in a reply-all chain that generates a significant number of new incidents, and doesn't accurately capture all pertinent information into the first incident. Instead, visit the Employee Self Service Portal and create a ticket under "Get IT Help."

 

2) The "To" field should contain the email address that is used to open the new incident (for example: itcsshelp@berkeley.edu). Additional people who need to be included on the incident should be added as a "CC", not in the "To" field. This will ensure that they are added to the watch list for the incident.

 

3) If you are CC'd on an email that is intended to generate a new incident, be sure to reply to the notification from ServiceNow, as opposed to the person who sends the original email. This will ensure that all replies are captured accurately within the same incident. It may take a few minutes for ServiceNow to generate the new incident, so please wait for this before replying.