Leaving Feedback on Work Orders in ServiceNow
- Joseph Yarborough (Unlicensed)
- Anastasiya Dashuk (Unlicensed)
- Natalia Larina (Unlicensed)
To confirm that the required work has been completed as well as assess the quality of rendered services, you may need to provide feedback on a work order.
Statuses That Require Feedback
As a rule, you need to give feedback on the Completed/Pending Confirmation work orders. However, you may need to review work orders in other statuses, which depends on your company’s policies.
To find a work order awaiting your feedback in ServiceNow, you need to know what statuses trigger the feedback process. Contact your ServiceNow admins to get that info.
Your admins can set up the feedback rules in the Service Automation dashboard settings. These rules configure the list of statuses that require feedback or what status a work order moves to after you leave feedback.
Giving Feedback on Work Orders
As soon as a work order moves to the status that requires your feedback, you can get down to rating the performance of the provider who has worked on your service request.
Important
You are not allowed to leave feedback on work orders of the Classic type.
In the left navigation panel, go to ServiceChannel > Work Orders, and select the required status. The list of work orders appears.
Important
The status must be configured in ServiceNow to show feedback. See Setting Up the ServiceChannel Application for ServiceNow for more details.
- In the Extended Status search field, enter the name of the required status, for example, Completed/Pending Confirmation. The list updates showing work orders in this status.
- Find a work order you need to leave feedback on, and click its work order number. The work order details page opens.
- Under the Description text field, find the Is the work completed and to satisfaction? question, and select either Yes or No.
- If you select No, the process of leaving feedback stops at this point since the service provider has not completed the required work.
- If you opt for Yes, your next step is to rate the provider’s services by selecting an option — Poor, Average, Outstanding, etc. — from the Rating dropdown. Additionally, in the Feedback field, enter a more detailed assessment of the work performed.
- Click Save. The work order is updated.