While I haven't run into this exact situation (being a much smaller IT department that serves the entire university) I can speak to some cases where we have deliberately not put certain information into a ticket.

In one recent case there was an issue with student online conduct that needed to be tracked. the ticket stated "A concern about a student has been raised - contact $NAME for additional confidential information" Never was the student's name put into the ticket. this was so that we could track the issue with Student Affairs, and ensure that everything had been addressed, but that only those that needed to know the details were "read in"

I hope this helps


On Wed, May 11, 2016 at 2:35 PM, Farber, Anthony <[log in to unmask]> wrote:
​Hi Karen,

Although I have never run into this issue, I would have to say that this is not a good idea. IT is built on knowledge sharing. Could you imagine how hard it would be to resolve issues if the solutions were never shared? The very basis of IT is solidified by our ability to share what we do and how we fix different issues. 

Did you ask them why they did not want to share across IT groups? Would you mind sharing (if you can)?​

Thank You,
Anthony Farber
​Service Desk Manager
Technology Support Center
New Jersey Institute of Technology
Phone: 973-596-2927

On Wed, May 11, 2016 at 2:29 PM, Villarreal, Karen <[log in to unmask]> wrote:
[log in to unmask]" lang="EN-US" link="#9D454F" vlink="#814E95"> [log in to unmask]" width="0" height="0" style="width:0;min-height:0">

Hello all,


We are currently in the process of implementing ServiceNow incident management across various IT groups supporting colleges, schools and departments at The University of Texas at Austin, and we just had some interesting feedback about ticket visibility.


Individual IT groups as asking that their tickets NOT be visible to other IT groups in ServiceNow. Is this something anyone else has run into? If so, how did you handle it?



I would love to hear your thoughts.


Thank you,









KAREN VILLARREAL, Senior Project Manager

The University of Texas at AustinITS Customer Support Services | 512-232-0967 | utexas.edu



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Frank Barton
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Husson University


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