ServiceNow Ticket Helper — Team Lead Edition

Reads ServiceNow tickets and provides summarized details with guideline compliance checking

ServiceNow Ticket Helper — Team Lead Edition ServiceNow Ticket Helper — Team Lead Edition streamlines ticket auditing for team leads in Managed Service Provider (MSP) environments. Audit a single ticket in one click, or audit your entire team's open tickets in one run — then auto-fill your Microsoft Forms audit form with the results. NEW IN 2.0 — TEAM-WIDE BATCH AUDITS - Batch Team Audit — From any ServiceNow list view, harvest every open ticket for your team and run compliance checks across all of them in a single pass - Team Audit Dashboard — A full-page rollup of every audited ticket: pass/fail status, deficiency counts, and per-question results, with filtering by latest run, failures, scrape errors, passing, and assignee - Scope Guard — A confirmation step before large runs shows the ticket count and estimated time, so you never kick off a huge scrape by accident - Per-Ticket Form Fill from the Dashboard — Open and auto-fill the correct Microsoft Forms audit form for any ticket straight from the dashboard - "Defaulted" Flags — Questions with no available verdict are clearly badged on the form and counted in the summary, so you never unknowingly attest to an unevaluated item - Run-Scoped CSV Export — Export the latest run (or all results) to CSV, including per-question Q1–Q14 statuses KEY FEATURES - Automatic Ticket Extraction — Reads ticket data directly from any open ServiceNow page without additional login - Compliance Checking — Validates tickets against 15 MSP documentation standards and audit requirements - Audit Form Auto-Fill — One click fills your Microsoft Forms audit form with all 15 questions, deficiency notes, and audit summary - Multi-Group Form Routing — Detects which of your 6 configured assignment groups a ticket belongs to and opens the correct audit form automatically; tickets outside the configured groups are clearly indicated - Priority-Based Cadence Tracking — Monitors update frequency against P1/P2/P3/P4 SLA requirements - Timeline Visualization — Interactive timeline showing engineer update patterns and gap analysis - Branded PDF & CSV Export — Export ticket data and timeline to a Presidio-branded PDF or to CSV for documentation - One-Click Copy — Copy a formatted ticket summary to the clipboard for handoffs AUDIT FORM AUTO-FILL - Opens and fills the correct MS Forms audit form from compliance results - Yes/No/N/A radio buttons set based on pass/fail status - Deficiency notes auto-generated for any failed checks - Audit Notes summary written in a conversational tone - Unevaluated questions are badged "Defaulted" and counted in the banner - Stale-data warnings prevent submitting outdated results - Review and submit manually — you stay in control COMPLIANCE CHECKS The extension validates 15 audit criteria, including: - Configuration Item (CI) verification - Service Offering and Category accuracy - Assignment Group validation - Work notes quality and documentation standards - Client communication requirements - Priority-appropriate update frequency - Proper resolution documentation