Link Search Menu Expand Document

The Box

You’ll often hear us saying “requests in the box” or “send it back to the box”.  When we say “the box”, we’re referring to the Techrangers Homepage in the ServiceNow ITIL Portal.  Our customers use the Service Portal to create requests, and we use the ITIL Portal to fulfill them. (ITIL stands for “IT Infrastructure Library”, but you don’t really need to know that to use it.)

You should see the Techrangers Dashboard when you first load up the ITIL Portal, but if you don’t, click the Self-Service>Homepage link in the left-hand menu, then select Techrangers Homepage from the drop-down list at the top of the page.

Note that in the system we have switched to using dashboards. Make sure to check that your default page is using dashboards. To do so, or to enable for the first time, click the gear located in the top right hand corner. Then, under the home menu, make sure the bullet is enabled on dashboards and not homepages.

Now that you are viewing the dashboard, let’s go over the parts.

Tasks/Incidents Assigned to Me

Anything that is currently assigned to you.  If there’s something here, you need to work on it first!

Techrangers Assigned Tasks/Incidents

These are currently assigned to your fellow Techrangers.  Don’t worry about these, but it’s helpful to know what your coworkers are doing. 

Techrangers Unassigned Tasks/Incidents

This is really what we mean when we refer to “the box”.  These are requests that are not currently assigned to anyone, and are up for grabs by any Techranger that is currently working on requests.

Techrangers Pending Approvals

These are requests that have been completed, but require another Techranger to review the work and validate that it has been completed correctly.  We often refer to this process as “QAing the request”.  Don’t pay attention to these right now.  You will be “QA Certified” once you have enough experience doing requests.

Types of Requests