East Bay Solutions

Category » ServiceNowrss button

(Page 1 of 5)      Prev | 1 | 2 | 3 | 4 | 5 | Next

There were 95 articles found in this category:

  1. questionAgent - Submit a Service Request through the ITIL Homepage
    Problem or Question: Can I submit a service request without going through the Self Service Portal? Environment: ServiceNow Solution or Answer: 1. Under Self Service, click Service Catalog or under Service Catalog, click Catalog. The list of service families and services appears on the ...
  2. questionAgent Homepage Switch to ITIL Homepage
    Problem or Question: All of a sudden my ITIL Homepage disappeared, all I have is a blank Homepage. How do I get it back? Environment: ServiceNow Solution or Answer: In the upper top right part corner of the Homepage below the title bar, click Switch to page and select ITIL Homepage. After switch ...
  3. questionStart Ticket Over
    Problem or Question: I have partially entered a ticket but want to start over because I need to change a lot of the fields. Environment: ServiceNow Solution or Answer: Step 1. Click the green Back arrow to go to the previous page. Step 2. Click New. Step 3. Or click Create New un ...
  4. questionAgent - Incident Task Locate a Closed Incident Task
    Problem or Question: Once I closed my Task, I couldn't find it. It was no longer in "My Work." Environment: ServiceNow Solution or Answer: 1. Navigate to "Incident Tasks." 2. Change the Search field to "Assigned to," enter your name, and Go. 3. Right-click on the State column heade ...
  5. questionAgent Incident Task - Status of Assigned Task
    Problem or Question: How do I know whether the Agent has completed the assigned Task? Environment: ServiceNow Solution or Answer: You will receive a notification email when the Task is completed. You can check the status of the task before completion by checking the State of the task in Inciden ...
  6. questionEnd User - Return to Portal Homepage after Request Submission
    Problem or Question: After I receive the confirmation that my service request was submitted, how do I get back to the homepage? Environment: ServiceNow Solution or Answer: To return to the homepage, click the Home button in the red header bar. Submitted by Twinki Mistry twinki.mistry@csu ...
  7. questionAgent Update Ticket Submitted for Self
    Problem or Question: How do I update a ticket that I opened for myself? Environment: ServiceNow Solution or Answer: 1. From your ITIL Homepage, go to the Self Service Portal and locate your ticket. If you need assistance in locating your ticket, see “Agent - Search for My Ticket&rdqu ...
  8. questionAgent - How to Handle a VIP Ticket
    Problem or Question: What do I do when I get a VIP ticket? What special treatment do these VIP end users receive? Environment: ServiceNow Solution or Answer: There is no central method or process for handling a ticket on a designated VIP user. Talk to your Lead or MPP to understand your departme ...
  9. questionAgent - Designated VIP Account Holders
    Problem or Question: I noticed that a Vice President had a VIP logo next to their name. Who are tagged as VIPs? Environment: ServiceNow Solution or Answer: The entire staff of the President’s Office is marked as VIP. Vice Presidents, Deans and their respective executive assistants are also ...
  10. questionSearch - Additional Search Results
    Problem or Question: When I enter a partial name and it shows only 250 results, how do I see more? Environment: ServiceNow Solution or Answer: Step 1. To view more suggestions, click the Lookup using list button. Step 2. A window appears with additional search results. While in the wi ...
  11. questionAgent - Return to ITIL Homepage from Self Service Portal
    Problem or Question: I went to the portal to view My Tickets and accidentally closed my ITIL window. How can I get back to my ITIL Homepage without having to sign in again? Environment: ServiceNow Solution or Answer: Step 1. Go to the portal page's url and remove everything after: https://csuea ...
  12. questionTicket Number Prefixes
    Problem or Question: Why do ticket numbers have different prefixes? Environment: ServiceNow Solution or Answer: Tickets are assigned an identifying number which are automatically generated when the ticket is created. The prefixes indicate the type of ticket that was generated. Tickets can be an ...
  13. questionAgent - Search by Sorting List
    Problem or Question: How do I sort a list? Environment: ServiceNow Solution or Answer: To sort a list, use one of the following three methods: Sorting a List in Ascending/Descending Order 1. Click a column name to sort the list in ascending order. 2. Click the column again to sort in reverse or ...
  14. questionAgent - Homepage Question Mark Icons
    Problem or Question: What are the two question marks on my ITIL Homepage for? Environment: ServiceNow Solution or Answer: The question marks are help buttons. Bookmark For Creating Bookmarks and User Interface (UI) Help The question mark on the left hand side of the page is the pane-based UI he ...
  15. questionAgent - Search by Grouping Items in a List
    Problem or Question: Is there a way that I can group my tickets so that they are easier to find? Environment: ServiceNow Solution or Answer: Grouping can help you find data quickly by organizing and providing a summary of search or filter results. In addition, grouping aggregates and displays th ...
  16. questionAgent - Search for My Ticket
    Problem or Question: As an Agent, how can I easily find tickets (incidents and service requests) that I submitted for myself so that I can update it? Environment: ServiceNow Solution or Answer: You can easily find tickets that were opened in your own behalf via the end users’ Self Servic ...
  17. questionEnd User - Look Up Ticket Status
    Problem or Question: How do I find the status of my incidents and requests? Environment: ServiceNow Solution or Answer: Log into ServiceNow with your NetID and password. After logging in, click My Tickets on the left hand side of the menu bar. A. Toggling between My Requests and My Open ...
  18. questionEnd User - Search for My Ticket
    Problem or Question: How do I find my tickets? Environment: ServiceNow Solution or Answer: Global Search If you know the complete RITM or INC number you can enter it in the global search in the top right of your window and your ticket appears. You must enter the prefix (INC or RITM) and any ...
  19. questionIntroduction to ServiceNow Portal
    Problem or Question: What is Service Now? Environment: ServiceNow Solution or Answer: Overview This procedure provides an overview of the Service Now Portal. The Service Now Portal can be found at https://csueastbay.service-now.com A. Log In 1. Log into Service Desk / Service Now with your NetID ...
  20. questionEnd User - Report a Problem
    Problem or Question: How do I enter a ticket to report a problem I'm having with my telephone? I have no dial tone. Environment: ServiceNow Solution or Answer: 1. Under Report a Problem, click Report an Incident (Problem.) The Service Catalog > Can We Help You? > Something Broke ...
(Page 1 of 5)      Prev | 1 | 2 | 3 | 4 | 5 | Next
  • Print This Page
  • Bookmark and Share