IT Services - Terms Used in ServiceNow Reports

Overview

This article will explain many of the different terms found in Agent Reports in ServiceNow.

Tickets are Active when the column 'Active' on the related table is True. Active tickets can be in any status that isn't Draft, Closed, or Cancelled.

A case a sub-type of task. Tasks include all types of tickets, cases are a specific type of ticket. Cases are also considered 'CSM Cases' or 'Customer Cases' and make up over 80% of all tickets we have in the system.

Tickets are Closed when the column 'Active' on the related table is False. Closed tickets can be in any status that isn't waiting for a Customer or an Agent to do something, but is most frequently Closed or Cancelled.

An HR Case is a sub-type of task. HR Cases are any one of the Cases that are prepended with HR in their name.

HR Tasks / HR Tickets / HR Work are any type of ticket with a prepended HR in their title. This can include HR Tasks, any type of HR Ticket, or any type of HR ToDo aimed at an agent and not a customer. CSM Tickets are not included in HR Tasks / HR Ticket / HR Work reports.

These reports are pre-filtered to be dynamically filtered to only show the items assigned to the viewer of the report. They only show items where the viewer is in the 'Assigned To' field, it does not consider external or internal watchers to be the assigned agent.

These reports are pre-filtered to be dynamically filtered to only show the groups of the viewer of the report. They only show groups the viewer is an agent member in, it does not consider managers or leads members of a group.

Tickets are Open when an agent needs to act on them. This is reflected when the Column 'Requires Fulfiller Action' is True for Cases + SC Tasks, and Active = True for all others. Requires Fulfiller Action is True when the status is not Awaiting Approval, Awaiting Customer, Pending Information, Requested Information, or Solution Proposed.

SLA is an acronym for 'Service Level Agreement' and is reflective of the timing goals IT Services has negotiated with campus to close some ticket types. Cases, HR Cases, and Incidents are the only types of tickets with SLAs. Any SLA report is prefiltered to only look at these types of tickets. Only IT Services as a department is beholden to SLAs, but they are present on all tickets to enable standardized reporting. Departments that aren't IT Services can choose to do what they want with the SLA data on their ticket -- they can set their own internal standards and use the data to report on it. We do not create custom SLAs for individual departments. More information on the IT Services SLA levels can be found in the portal under the Case Types and SLA article.

Used interchangeably, but most often Tickets or Work are used. Reports with these in the title include nearly any type of ticket, including HR Tickets. Excludes only Requests, Request Items, and Content Tasks. We exclude Requests and Request Items because they are not shown in the system to agents - agents work off of Catalog Tasks or Cases created by these items, and Catalog Tasks and Cases are included. Content Tasks are Tasks that staff need to act on in their roles as employees at UC San Diego and aren't part of our standard ticketing workflows.

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