To search for words on this page, on your keyboard, press Ctrl + F or Command + F.
Everyone using ServiceNow at Virginia Tech needs to use Dashboards in replacement of Homepages. If you are not using Dashboards as your Service Desk View’s landing page yet, please review the document below and start the migration. You will have until Wednesday, July 27th, 2022 to finish the migration or you will be automatically moved to Dashboards if you have not finished the migration by then.
If you are not sure whether you are using Dashboards or Homepage as your Service Desk View’s landing page, you can check the icon underneath the Virginia Tech logo. If you are using Homepages, you will see the “+” sign. If you are using Dashboards, you will see the sandwich icon, as shown below.
You are using Home Pages
You are using Dashboards
The Virginia Tech Dashboard is a dashboard designed for people using ServiceNow at Virginia Tech. It should fulfill the generic needs of monitoring your work and your team’s work. It also allows you to keep updated with IT services that you have requested and the Division of IT events. The Virginia Tech Dashboard has four tabs:
Under this tab, you can view the Current (IT) Status as well as IT News at the top of the page. Below them, you can view four reports that display numbered counts. The first number is My Work. It shows how many tasks are assigned to you. The second number is Unassigned Team Task and it shows your team’s tasks that are not assigned to anyone yet. The third number is Tasks Need Attention, which shows tasks that need your attention. The last number is Need My Approval. It shows the number of request items that need your approval if you are the approver or designated approver for the request.
On this row, some items have a green pulse icon on the upper-left corner, which means that this indicator is real-time. It changes as the status of the relevant item changes. If an item does not have this icon, it means that it is not a real-time indicator. When you move your cursor into the item icon, on its upper-right corner, you can click on the update icon to update the status manually, as shown in the images below.
A real-time indicator
An indicator to be updated manually
At the bottom of this page, the list of filters allow you to show the details of your work and use filters so that you can view only jobs satisfying a certain filter. For example, you can view only "Tasks need attention" or jobs that are "Almost or Past Due".
Under this tab, you can view the status of work within your team. Under Unassigned Work, you will find all tasks that have been assigned to your team, but have not been assigned to a person. This is in list form and you click on the number of an item to go to it and assign it to yourself or others to work on. Under My Group’s Open Unassigned Work is the same data but gives a quick view by using a bar chart.
As you scroll down new reports load that show My Group’s Open Work by Member.
That report displays the tasks assigned to individuals in your group and how many of those have the SLA (Service Level Agreement) breached (which means it is taking longer to resolve or close than agreed upon). As with other reports, you can click a bar to see the records and view the details.
To the right of that report is My Group’s Open Work which shows tasks past due and have breached SLA. My Groups shows all the groups to which you are a member and displays the manager of the group.
Continue to scroll down to load the last two sections that work together. Team Work is a list report that shows the work assigned to your group. You can filter the view of the Team Work list by choosing from the members names on the right, View Team Member(s) Tasks.
This tab provides views of items you have requested. There are number counts for Open Incidents, Open Request, and Incident Awaiting User Info from incidents or requests that you submitted. How old is my request/incident? displays a graph showing how long your request or incident has been opened.
As you scroll down other list reports load that show Incident(s) I've asked for. It would also show Service Requested, and Things I've asked for that were submitted by you. You can click the number to go to any of those items to view the details.
Continue to scroll down where the final list report and bar chart will load with information about the things you have submitted in the past six months. Closed in last 6 months shows things you asked for in the past six months and groups them by Task type. Click a task type to see the list for that type. Click a number to review an item. Closed in last 6 months (bar) is the same information displayed as a bar graph.
Under the Communication tab, you will find a list and a chart of the IT Calendar and IT Event, which shows maintenance schedules and major events within the Division of IT.
The IT Event list provides the same information as the IT Calendar, but in list format. If you have some event that you wish to put on the IT Calendar and IT Event to share with others, click on Share your stories. It will take you to fill out the IT Communication Content request item. Fill out the request and the IT Communications team will work with you on the request.
If you need general help with using the Virginia Tech Dashboard or you think the Virginia Tech Dashboard needs additional widgets that would benefit all users, please contact 4Help by clicking Get Help on the 4Help portal.