Assigning a ServiceNow ticket to the appropriate resource is a key step in ensuring issues get resolved in a timely manner. ServiceNow tickets allow you to track requests, incidents, problems and changes within your organization. When a new ticket is created, it needs to be triaged and assigned to someone who can take action on it. There are different ways to assign tickets in ServiceNow depending on your specific instance configuration. In this comprehensive guide, we will walk through the various methods for assigning ServiceNow tickets and best practices around assignment.
What is a ServiceNow ticket?
A ServiceNow ticket is a record that captures a request, incident, problem or change within an organization. Tickets are used to track the lifecycle of service requests and issues from the initial report to resolution.
Here are some key details about ServiceNow tickets:
– Captures key details – A ticket includes important information such as a description of the issue, category, priority, status and the user who reported it.
– Assigned to a resource – Each ticket must be assigned to an appropriate resource who will take ownership and work towards resolution.
– Progress tracking – Tickets allow progress to be tracked through status updates, comments, work notes and activity logs.
– Links related info – Other related tickets, problems, changes and knowledge articles can be linked.
– Reporting – Tickets provide data for reporting on trends, service performance and more.
Properly assigning tickets is crucial to making sure the right resources are engaged and issues get addressed in a timely manner.
Ways to assign tickets in ServiceNow
There are several different ways to assign tickets in ServiceNow depending on how your instance is configured. Let’s explore some of the most common methods:
1. Assign on ticket creation
One option is to assign a ticket to a resource as soon as it is created and logged in the system. This is accomplished by setting up an assignment rule that automatically assigns tickets based on characteristics of the ticket.
For example, you may configure all tickets related to “network issues” to be automatically assigned to the Network team. Or tickets of high priority could be assigned to certain senior engineers.
2. Assign from ticket queue
Another common approach is to have tickets drop into a queue after creation and then have resources assign tickets to themselves from the queue.
Queues may be organized in different ways – by function (Network, Desktop, Applications), by priority, by geography or other criteria. Users can review the queue, claim tickets and assign them to themselves for processing.
3. Round robin assignment
Tickets can also be assigned from a queue using a round-robin mechanism. This automatically distributes tickets evenly among a specified group of resources.
The system rotates through the list of available assignees. This helps spread the ticket workload across a team.
4. Assignment group
Using the ServiceNow assignment group feature allows tickets to be assigned to a group rather than an individual. Any member of the assigned group can work on the ticket.
The ticket status indicates when it is “Awaiting Assignment” within the group. Once a resource starts work the ticket, their name replaces the group name.
5. Direct assignment
Users with the appropriate permissions can manually assign a ticket by typing a resource’s name directly into the assignment field on the ticket. This allows for direct assignment without using queues or groups.
Best practices for assigning tickets
Here are some best practices to keep in mind when assigning ServiceNow tickets:
Match skills to ticket
Assign tickets to resources who have the skills to resolve that specific type of request or issue. Leverage categories, item types and descriptions to determine the required skills.
Spread workload evenly
Use mechanisms like round robin to distribute assignments across equally skilled resources. Avoid ticket overload.
Assign quickly
Assign tickets as soon as possible after ticket creation for fastest resolution. Configure rules to automate where possible.
Follow up if needed
Check in on aging tickets to make sure nothing is falling through the cracks. Reassign if needed.
Communicate with assignee
When manually assigning tickets, add a comment to communicate details and urgency to the resource.
Watch for assignment trends
Report on ticket assignments to identify imbalances or improve future automated assignments.
Step-by-step guide to assigning tickets
Here is a step-by-step guide to assigning a ServiceNow ticket:
1. Create a new ticket
Tickets can be created by:
– Users submitting a request via the Service Catalog
– Users logging an incident from the Incident table
– Automated events or alerts creating an incident
– A problem record being logged automatically or manually
2. Review new ticket details
Open the new ticket and review key details that could impact assignment:
– Category and subcategory
– Item type
– Description
– Impact and urgency
– Requested for time
3. Decide on assignment method
Based on ticket details and your ServiceNow instance, decide how to best assign:
– Directly assign to individual
– Route to queue for later assignment
– Let automated rule assign ticket
4. Add assignment
Depending on method, take one of these actions:
– Type user name into assignment field
– Select a queue or assignment group
– Let automated assignment rule take effect
5. Communicate details
Provide additional context on the ticket by:
– Adding comments
– @mentioning the assigned resource
– Setting priority level
– Providing relevant links or attachments
6. Review SLA
Review the SLA and add reminders or notifications as needed to meet service level targets.
Reporting on ticket assignments
There are several ways to report on ticket assignments within ServiceNow:
Individual ticket reports
Run reports for individual tickets to see current assignment, assignment history, and who completed recent ticket updates.
User workload report
Report on assigned tickets by user to view workload distribution across the team.
Unassigned tickets
Find tickets that do not have an assignee, which may need follow up.
Assignment rule utilization
See which automated assignment rules are being used and how frequently.
Assignee workload by queue
Report on assignee workload across queues to identify bottlenecks or imbalances.
Ticket ages and priority
Cross reference aged tickets against priority to identify areas needing assignment follow up.
Properly assigning tickets helps ensure issues are handled efficiently and service level agreements are upheld. Following ServiceNow best practices and taking advantage of built-in reporting provides visibility into the assignment process. This allows organizations to optimize ticket workload and deliver great service.
Frequently Asked Questions
What are the different priorities that can be set on a ServiceNow ticket?
ServiceNow allows you to set the following priority levels on tickets:
– Priority 1 – Critical
– Priority 2 – High
– Priority 3 – Moderate
– Priority 4 – Low
– Priority 5 – Planning
Setting the priority helps communicate urgency and ensures proper resource assignment.
How can I automatically assign tickets based on category?
ServiceNow allows you to configure automatic assignment rules that assign tickets based on category, subcategory, item type and other criteria. You can have different resources assigned for hardware vs. software issues, network vs. application issues, and so on.
How do I directly assign a ticket to myself?
If you have the itil role, you can directly type your name into the assignment field on the ticket form and save it. This instantly assigns the ticket to you.
What does it mean to assign a ticket to an assignment group?
Assigning a ticket to a group puts it into an “Awaiting Assignment” state. Any member of the specified assignment group can then assign the ticket to themselves for processing. This is useful for general pools of workers.
What should I do if a ticket gets assigned incorrectly?
If a ticket is incorrectly assigned, you can simply reassign it to the proper resource. Make sure to add a comment or send an email to notify them of the updated assignment. You can provide feedback on improper assignments so automated rules can be improved.
How can I balance ticket assignments across multiple technicians?
Using round robin and similar distribution methods allows you to automatically balance assignments across resources. Grouping technicians and assigning to the group can help distribute at a broad level too.
Conclusion
Assigning ServiceNow tickets is a critical step in the service management process. Following best practices like assigning promptly, matching resource skills, evenly distributing work and leveraging automation helps ensure successful ticket resolution.
Monitoring assignments through reporting provides visibility into workloads and allows you to optimize the overall process. With the right assignment approach, organizations can keep their service desk running efficiently and continue providing excellent service.