Finding Resolution Notes for Contracts and Grants Accounting Tickets in ServiceNow

Contracts and Grants Accounting (CGA) uses the ServiceNow system to help us provide the best possible customer support to the campus.  We respond to most ServiceNow tickets within two business days.  After a ticket has been resolved, the ServiceNow system will generate an email notification to the customer with the original request and its resolution.  You will find the resolution at the bottom of the notification email (see screenshot below).  We are currently working closely with IT to improve the visibility of the resolution/action note.

Sample of email from ServiceNow

In the last few months, we have received feedback that some ServiceNow tickets were closed without sufficient documentation. We appreciate the feedback and are changing our practices in response. Going forward, CGA analysts will provide more detail in the resolution notes.

If you have any questions or concerns regarding a ticket, please reopen the ticket so that we can assist you further.If you have questions about CGA use of ServiceNow, contact the CGA Service Desk.