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There were 104 articles found in this category:

  1. questionChange Management - Delegate Access
    Problem or Question: How do I grant delegate access to another user? Environment: ServiceNow Solution or Answer: Delegate Access Delegation is the ability to designate other users to receive and interact with approvals and tasks assigned or sent to you, and to receive copies of all email noti ...
  2. questionAgent - Business Process Guide (BPG) Change Management
    Problem or Question: Where can I find out the steps on how to create, process and close a change (RFC) in ServiceNow? Environment: ServiceNow Solution or Answer: Please view the attachment below for steps on creating, processing and closing a change. Submitted by Lucy Urrutia lucy.urrutia@csueas ...
  3. questionGetting Started with Visual Task Boards
    Problem or Question: How do I get started with Visual Task Guided Boards? Environment: ServiceNow Solution or Answer: Begin by choosing a list of filtered tickets. For example, My Groups Incidents Select the list Select the field you would like to reference, like “Assigned to”, & ...
  4. questionIntroduction to Visual Task Boards
    Problem or Question: What are visual task boards? Environment: ServiceNow Solution or Answer: An interactive graphical user interface for groups to manage and collaborate on multiple ticket and tasks. Visual task boards (VTB) transform the navigation of lists and forms into a graphical user in ...
  5. questionServiceNow Mobile UI Tablet
    Problem or Question: How does the ServiceNow Tablet Interface look like? Environment: ServiceNow Solution or Answer: I. Application Navigator To open the application navigator, tap the icon located on the top-left side of the interface. II. Rotating Tablet Open the navigator by tapping ...
  6. questionAgent - Reassign an Incident
    Problem or Question: How do I reassign an Incident that was incorrectly assigned to my group? Environment: ServiceNow Solution or Answer: Make the following changes to the ticket: 1. State - Change to Active 2. Substate - Incorrectly Assigned 3. Assignment group - Use the drop down and select th ...
  7. 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. ...
  8. questionAgent - Customize Homepage
    Problem or Question: How do I customize my ITIL Homepage? Environment: ServiceNow Solution or Answer: ITIL agents are provided with a default ServiceNow home page that can be customized in many ways. In ServiceNow, the content areas on the Homepage are referred to as “Homepage Items” ...
  9. 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 ...
  10. 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. ...
  11. questionAgent - Service Level Targets (SLT) Escalation Notification
    Problem or Question: How do the SLT escalations work in ServiceNow? Environment: ServiceNow Solution or Answer: • The SLT clock runs 8:00 AM to 5:00 PM, Monday through Friday. • The SLT clock stops and recognizes weekends and CSUEB holidays. A. Locating Service Level Agreements/ Targe ...
  12. 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 ...
  13. 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 ...
  14. 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 ...
  15. 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 ...
  16. 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 ...
  17. 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 ...
  18. 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 ...
  19. 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 ...
  20. 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 ...
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