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There were 100 articles found in this category:

  1. questionReports - Agent - Report of Incidents by Affiliation
    Problem or Question: Is there a way that I can view incidents by affiliation? Environment: ServiceNow Solution or Answer: 1. Navigate to Reports > Click Create New. 2. Populate the form as follows: • Name - Incidents by Affiliation. . • Type – Bar • Table - Incident ...
  2. questionReports - Agent - Report on Incidents by On Behalf of and State
    Problem or Question: How can I see incidents by usernames and the current state of these tickets? Environment: ServiceNow Solution or Answer: To report on Incidents by "On Behalf of" and "State": 1. Navigate to Reports > Create New. 2. Populate the form as follows: Name - Incidents by O ...
  3. questionReports - Agent - Tickets Reassigned More Than Once by Category
    Problem or Question: How can I run a report to see a list of tickets that were reassigned more than once? Environment: ServiceNow Solution or Answer: ITIL KPI Reports - Incidents Assigned More than Once by Category provides you a report of tickets that were reassigned more than once. Note: There ...
  4. questionAgent - Toggle Favorites Off and On
    Problem or Question: How do I turn off Favorites (star icon)? Environment: ServiceNow Solution or Answer: The application navigator has a star icon beside each module name that can be selected () or deselected (). Use these icons to select frequently used modules and then display only the ...
  5. questionAgent - View and Print Contact Information
    Problem or Question: How can I view and print the "on behalf of" information in a ServiceNow ticket? Environment: ServiceNow Solution or Answer: View Contact Information 1. In the Incident or Requested Item, click the Reference Icon (). (Hovering over this icon will provide you with a quick view ...
  6. questionAgent - Home Pages, Print, and User Preferences
    Problem or Question How do I change my Homepage, Print, or change my User Preferences? Environment ServiceNow Solution or Answer The Gear icon() displays Home options, User Preferences, and Printing - It is located at the top right of your screen - Click on the Gear Icon to display and se ...
  7. questionAgent - Homepage Bookmarks
    Problem or Question: Is there a fast way to go to an area of ServiceNow that I use all the time? Environment: ServiceNow Solution or Answer: Bookmarks Bookmarks are links to frequently used items in the system. Some links that can be bookmarked include: 1. Modules from the navigator 2. Breadcr ...
  8. questionAgent - Adding Someone to the Watch List
    Problem or Question: I received a call to open a ticket on behalf of their supervisor. The caller wants to be copied on the ticket emails. How do I do that? Environment: ServiceNow Solution or Answer: In ServiceNow this functionality is referred to as adding someone to the Watch List. 1. What i ...
  9. questionAgent - How to Delete a Personalized ITIL Homepage
    Problem or Question: I made so many changes to my ITIL homepage in ServiceNow, I want to start over. Is there any way I can return to the default homepage? Environment: ServiceNow Solution or Answer: To delete a customized homepage, click Delete in the bottom right corner of the page. No ...
  10. questionAgent - Refresh ITIL Homepage
    Problem or Question: How often does my ITIL homepage update in ServiceNow? Environment: ServiceNow Solution or Answer: By default, the refresh time is off. You can refresh your homepage by clicking the Refresh link at any time. You can set your homepage to refresh every 5, 15, 30 or 60 minutes. ...
  11. questionEnd User - Viewing Tickets When Opened On Behalf of Another
    Problem or Question: I opened a ticket on behalf of my manager, but I didn’t receive an email about the ticket and do not see it in “My Tickets.” Environment: ServiceNow Solution or Answer: When you open a ticket on behalf of another person: • Only the person you opened ...
  12. questionIntroduction to the Service Catalog
    Problem or Question: What is the Service Catalog? Environment: ServiceNow Solution or Answer: This procedure provides an introduction and an overview of the Service Catalog. The Service Catalog can be found by logging into the Service Now Portal. To log into Service Now, click https://csueastbay ...
  13. questionAgent - Report an incident
    Problem or Question: How do I open a ticket for an Incident? Environment: ServiceNow Solution or Answer: Use this procedure to report an incident or problem on behalf of yourself or someone else. This procedure allows an agent to report a problem without assigning the incident to a group. 1. Cre ...
  14. questionAgent - Assign an incident
    Problem or Question: How Do I Assign an Incident? Environment: ServiceNow Solution or Answer: Please refer to the “Agent – Report an Incident” (KB 1279) on how to report an incident. This article only describes how to assign a ticket to a specific team. 1. Locate the Incident t ...
  15. questionAgent - Ticket Numbers Not Clickable
    Problem or Question: I went into All Incidents and the columns have changed. My first column said "true” and the Incident Number in the second column was not active; I could not click on it and get into the Incidents. However, the columns in My Work and My Groups work are as they used to b ...
  16. questionAgent Personalize Columns
    Problem or Question: I want to add new items to my columns but I do not see an option to add new columns. Environment: ServiceNow Solution or Answer: To change the default columns for a list view: 1. Click the Personalize List icon in the upper left corner. A Personalize List Columns window app ...
  17. questionReports - Agent -Report on Incidents by "On Behalf of" and "State"
    Problem or Question: How can I see incidents by usernames and the current state of these tickets? Environment: ServiceNow Solution or Answer: To report on Incidents by "On Behalf of" and "State" 1. Navigate to Reports > View/ Run and click New. 2. Populate the form as follows: • Name ...
  18. questionAgent - Toggle banner on and off
    Problem or Question: How do I toggle the banner on and off? Environment: ServiceNow Solution or Answer: To toggle the banner on and off: 1. In the application navigator, click Hompage. 2. Press the appropriate keyboard shortcut for your browser: For Internet Explorer and Chrome, the sho ...
  19. questionEnd User Submitting a Computer Purchase
    Problem or Question: I would like to submit a request for a computer purchase. Environment: ServiceNow Solution or Answer: Request for a New Computer or Device: ITS offers baseline computers configured & fully supported that are usually in-stock and available for immediate deployment. Plea ...
  20. questionAgent - Homepage - Hide and Show Parts of ITIL Window
    Problem or Question: What are the squares on the top left hand side of my ITIL Homepage? Environment: ServiceNow Solution or Answer: A. Toggle Navigator The Toggle Navigator button hides and reveals the navigator pane. After clicking the Toggle Navigator button, the navigation pane disappears. ...
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