Managing ticket queue
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‎11-01-2017 04:00 PM
Hello,
I am new to ServiceNow and work in both ticket queues and will be assisting with development of our instance. I came from ManageEngine ServiceDesk, which I found to be much simpler than ServiceNow. I have a SUPER basic question I'm wondering if someone can answer. In ServiceDesk, if I am working an incident or task for a user, we will email back and both through the ticket system. When I look at my queue, if the user had sent me a note or commented on the ticket, the ticket line in my queue would be bold so I would know right away that there is something new.
In ServiceNow, there doesn't seem to be anything like this. So if I have 20 tickets in my queue that I am managing, I have to open up each ticket to view the activity to see if a user has commented. I keep missing communications from my users and they are getting frustrated. I realize I could probably set up notifications so I would receive an email, but I would rather have some sort of identifier in the queue itself to tell me something in the ticket has changed.
Does anyone have any ideas or suggestions on this? This is my first (of probably many) posts to this community. Thanks in advance for any help.
Neile
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‎11-02-2017 03:06 PM
Neile,
You can use the Connect Sidebar to make conversations with the user more visible. Open your Connect Sidebar (top right of banner) and choose who you wish to speak to. This will leave a more visible notification that you have new comments if you are not following your emails.
Hope this helps and welcome to the family...
Marshall
