Goal

This page describes the steps to submit a ticket used to assign a technician for a task using Service Now.

Procedure

  1. Navigate to Service Now Login:
    1. To get access Sallie Spencer can create a license for you

  2. Login using SLAC Window credentials:

  3. On the left-hand side under LCLS click on New Work Order

  4. This will bring up a new view that shows the new work order (ticket) that you created. The number, date opened, department, busines phone, email, and status are automatically populated.
  5. Fill in the following:
    1. Priority: On a 1-5 scale. Most MEC tasks fall between 2-3. Standard Be lens changes are a 3, hutch tasks can be a 2-3, and if you place tickets for planning purposes use a 5 and this can be changed as you get closer to your date needed.
    2. Location: Hutch 6 is 999_100H6, XRT is 960_100. The location you choose will determine what area manager needs to release the work.
    3. Project and Activity Code: MEC tech PA is 13689-A4107
    4. Instrument: Select MEC. This allows you to search for tickets specific to MEC later.
    5. Assignment Group: Click on the magnifying glass on the right-hand side to bring up options. For tech resources choose Tech Support. If you don’t choose this the ticket won’t get approved and work won’t move forward
    6. Work Order Type: Click on the magnifying glass on the right-hand side to bring up options. There is an option for Be lens changes, installation etc…
    7. Title: Make sure to include MEC somewhere in the title and make it specific to an experiment or specific to work. (Ex. MEC LY47 Be Lens Change or MEC Turbo Install)

  6. Scroll down the page to bring up WO Details:
    1. Describe the scope of the work and add any special instructions. You can also note here that you will link to a document or attach a document that the tech needs to review. 

    2. To attach a document, click on the paperclip on the upper right hand side of the screen.

  7. Scroll down the page to bring up Requested Scheduling:
    1. Insert the Begin Work Date and Time (When you want work to start)
    2. Insert Complete Work Date and Time (When you want work done)


  • The bar at the top of the ticket shows the status. When you open a ticket, it goes to Pending Assignment. Once the Tech Resource Manager assigns someone to the ticket the ticket will go into Pending Work Release. The Area Manager and LCLS Safety Officer will approve the ticket and the ticket will become Ready for Work. The day of the work the tech assigned will put the ticket in Work in Progress. If needed the Tech can put the ticket on hold and once complete, they mark the ticket as Work Complete. The Area Manager will then approve and confirm the work is complete by putting the ticket in Closed Status. If the ticket gets cancelled for any reason it goes into Cancelled:

  • On the left-hand side under LCLS you can view all your Work Orders. You can also create favorites, so you see only tickets related to MEC or whatever group you want:
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