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QA Reminders
San Jose SSC Quality
Created on August 15, 2023
Over 30 million people create interactive content in Genially
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Transcript
QA AMER Team February 2025
QA Reminders
Questions
Security & Compliance Activity
Ticket Creation process
Ticket Creation Activity
index
How well do you know the Ticket Creation process
Ticket Creation
Phone/Chat: The ticket (IMS,INC,REQ) must be created during the call or while having the customer available on the SNow chat conversation.
Ticket Creation time
For duplicated tickets or created unnecessarily, this category will be penalized. This also applies to existing INCs that were not reopened when needed.
Avoid Duplicates
You can use the table found in "+ Info" as a reference, or visit the Incident Ticket vs Catalog Request site
Determine the ticket type
All the calls and chats must be documented through an interaction (IMS) in Service Now based on ServiceNow4IT. It is mandatory to fill out the Caller and title of the IMS
Fill out the IMS
+ INFO
+ INFO
+ INFO
+ INFO
Security & compliance
questions?
Thank you
Please remember that if the caller reports more than one issue, you must log a ticket for every issue the client reports, even when you only provided some instructions. We recommend asking for hold time to create and document all the necessary INC. What other tips do you have?