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If you need assistance with your site - the best method is to submit a ticket via ServiceNow.  You will need a Duke NetID in order to submit a ticket.  New vendors should work with their Duke contacts to open a ticket (or get NetIDs).
 

There are two ticket types: Incidents and Requests/Tasks.  An Incident is used when something that was working is no longer working on a production (live) site.  A Request is used when you have questions, have an issue with a test site, or need assistance doing something that is time sensitive.
 

Tips:

  • Ask for the ticket to be assigned to "Web Services-DHTS" so that it can get to us quicker 
  • Always include the URL(s) of the site(s) or pages that are impacted
  • You can ask that other people with NetID's be added to the "Communication Notes" so that they also receive updates regarding the ticket

How To...

  1. Go to https://duke.service-now.com/sp
  2. Search for "Create a New Request (something you would like to have or need)"
    1. Or use this direct link: https://duke.service-now.com/sp?id=sc_cat_item&sys_id=ebe94fa6904d70009de783add0a5d080
  3. Fill out the form:
    1. In "Describe your request" be sure to include:
      1. The phrase "Please assign to Web Services-DHTS"
        1. This helps the ticket get to our group faster
      2. The site URL
      3. Any details about what you are asking for
      4. If this is to help troubleshoot an issue - please include the approximate date and time you last encountered the issue.
    2. In "Select a group for your request":
      1. If you see the option "I know which group should receive this ticket":
        1. Select it
        2. In the box that appears - type in "Web Services-DHTS"
      2. If you DON'T see the option "I know which group should receive this ticket"
        1. Ensure "DHTS Service Desk" is selected.
        2. Ensure you asked the ticket to be routed to "Web Services-DHTS" in the "Describe your request" section.
  4. Submit

This ticket is identical to opening a regular Request (as described above) but setting the "Urgency" as "Urgent". 

  1. Go to https://duke.service-now.com/sp
  2. Search for "Create a New Request (something you would like to have or need)"
    1. Or use this direct link: https://duke.service-now.com/sp?id=sc_cat_item&sys_id=ebe94fa6904d70009de783add0a5d080
  3. Fill out the form:
    1. In "Describe your request" be sure to include:
      1. The phrase "Please assign to Web Services-DHTS"
        1. This helps the ticket get to our group faster
      2. The site URL
      3. Any details about what you are asking for
      4. If this is to help troubleshoot an issue - please include the approximate date and time you last encountered the issue.
    2. In the "Urgency" field:
      1. Change the value from "Normal" to "Urgent"
      2. Fill out the newly appeared fields with a reason for the urgency and the date the ticket should ideally be completed by.
         
    3. In "Select a group for your request":
      1. If you see the option "I know which group should receive this ticket":
        1. Select it
        2. In the box that appears - type in "Web Services-DHTS"
      2. If you DON'T see the option "I know which group should receive this ticket"
        1. Ensure "DHTS Service Desk" is selected.
        2. Ensure you asked the ticket to be routed to "Web Services-DHTS" in the "Describe your request" section.
  4. Submit
  1. Go to https://duke.service-now.com/sp
  2. Search for "Create a New Incident (report a service issue)"
    1. Or use this direct link: https://duke.service-now.com/sp?id=fix_it&sys_id=3f1dd0320a0a0b99000a53f7604a2ef9
  3. Fill out the form:
    1. In "Select a group for your request":
      1. If you see the option "I know which group should receive this ticket":
        1. Select it
        2. In the box that appears - type in "Web Services-DHTS"
      2. If you DON'T see the option "I know which group should receive this ticket"
        1. Ensure "DHTS Service Desk" is selected.
        2. Ensure you asked the ticket to be routed to "Web Services-DHTS" in the "Full Description" section.
    2. In "Full Description" be sure to include:
      1. The phrase "Please assign to Web Services-DHTS"
        1. This helps the ticket get to our group faster
      2. The site URL
      3. Any details about the issue(s) you are encountering
      4. Include the approximate date and time you last encountered the issue.
    3. Urgency
      1. Based on the urgency - the ticket will notify members after hours.  The higher the urgency - the faster the ticket will escalate to help bring attention to it.
      2. Tips on choosing which level:
        1. If it is a minor issue and the site is mostly fine - choose "Low"
        2. If the site is degraded and user experience poor - choose "Medium"
        3. If the site is completely down or very broken - choose "High"
    4. Impact
      1. If it is only impacting one user on one site - choose "Individual"
      2. If it is for multiple sites (but not all sites) or is impacting multiple people - choose "Workgroup"
         
      3. If it is impacting a majority of sites or a good portion of the users - choose "Widespread"
  4. Submit