ServiceNow Review

If a user needs assistance with service activation on netid.rutgers.edu, what ticket type do we set in the incident?

• Incident

• Demand

• Generic Request

• Spam

If a Guest (someone without a netID) calls in, where do we enter their name?

• In the Short Description

• In Alternate Contact Information

• In Assigned To

• We don't need their name

Which Service Offering is used for DUO?

• Two-Step Login with DUO

• Student IT Support

• IT Help Desk - Faculty Staff

• NetID

What verbiage should we be using in incidents to describe the caller?

• Caller

• Customer

• Client

• User

Where should a user's email address be entered? Select all that apply.

• Alternate Contact Information

• In the Description

• Never enter email addresses

• Watchlist

What information should be collected before troubleshooting an issue? Select all that apply.

• NetID

• Phone Number

• Email

• Previous Incident Number

The information entered in the Short Description and Description fields should be the same.

• True

• False

When handling an incident, it is a requirement to change the impact and urgency.

• True

• False

When transferring an incident or call to another consultant, what information should you include in the incident?

When we are waiting for further information or updates from the user in order to proceed, we should place the incident as:

• New

• In Progress

• On Hold

• Resolved