ServiceNow ticket standard
How tickets are created and enriched for NOC cases. Follow this for every new fault or any case that needs investigation.
Before creating a ticket
- Search for an open incident on the same service or site. If one exists, add a work note with the new customer information and do not create a duplicate.
- If the service is linked to a major incident, associate the customer contact with that incident.
Required fields
- Customer and authorised contact, with callback number.
- Service ID and site.
- Symptoms, business impact and time the issue began.
- Checks completed and what was ruled out.
- Linked incident or change numbers, where relevant.
- Channel (voice or chat) and the full transcript.
- Recommended next step for the analyst.
Routing
- Priority NOC: critical or emergency services and priority customers.
- Core and transmission NOC: backbone, fibre and link faults.
- Enterprise NOC: customer service faults not covered above.
- Human review: low confidence in the service match or conflicting information.
Audit
Every automated decision is logged with the time, the information used and the routing result. Customer data is held in Australian-hosted systems and access to records is limited to authorised roles.