Service Desk AG Overflow Process

AG Overflow Process is moving out of the SharePoint site and into ServiceNow. Below are the
procedures to log these calls

AG Overflow Call
When a call is received a will be created.

In the ticket form you will have to select the Task Table to be Ticket. By default, this will be listed as
None. *If this table is set to Incident the AG Team will not get their ticket in order to process it.
The Following Fields will need to be filled out prior to hitting Submit:

1. Company will always be: American Greetings

2. At this time, all contacts will be: Guest American Greetings
3. Alternative Contact: will list the user calling in
4. Alternative Phone: will be a phone number they can be reached at
5. HP Ticket Number: If they have a current ticket number to reference
6. AG Call Type: What type of Overflow call is this

a.
7. Short Description
8. Description: Details of the issue
9. Assignment Group: Always assign to SSD American Greetings group and leave the Assigned to
blank

Hit submit on the form and this will go into the AG Overflow Queue.