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There were 88 articles found in this category:

  1. 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 ...
  2. questionEnd User - How to Enter an Equipment Reservation
    Problem or Question: How do I enter a request for flip charts, laptop and a projector? Environment: ServiceNow Solution or Answer: All of these items can be requested with the Equipment Reservation service request. 1. Under "Submit a Request" click “Browse our Service Catalog.” 2. Cl ...
  3. questionView Multiple Attachments in ServiceNow
    Problem or Question: I have three attachments on my tickets but I can only see 2 of them at the top of my ticket. How can I see all of my attachments? Environment: ServiceNow Solution or Answer: 1. Click Manage Attachments on the top left hand side of the ticket. An Attachments window app ...
  4. 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 ...
  5. questionAgent - Pausing the Clock in ServiceNow
    Problem or Question: My tickets breach while I wait for information from the end user. How do I pause the SLT (SLA) clock in ServiceNow? Environment: ServiceNow Solution or Answer: 1. In Service Requests (RITM), the clock is paused when the state is set to Appointment Scheduled, User Input Reque ...
  6. questionAgent - Business Process Guide (BPG) Process a Service Request
    Problem or Question: Where can I find out the steps on how to create, process and close a service request in ServiceNow? Environment: ServiceNow Solution or Answer: Please view the attachment below for steps on creating, processing and closing service requests. Submitted by Kike Oshinoiki ades ...
  7. questionAgent - Business Process Guide (BPG) Process Incidents
    Problem or Question: Where can I find out the steps on how to create, process and close an incident in ServiceNow? Environment: ServiceNow Solution or Answer: Please view the attachment below for steps on creating, processing and resolving incidents. Submitted by Kike Oshinoiki adesola.oshinoik ...
  8. questionAgent - Complete and Close a Generic Service Request
    Problem or Question: How do I close my RITM Service Request? Environment: ServiceNow Solution or Answer: These instructions apply to generic service requests and not Computer Purchases and Equipment Reservations. Unlike Incidents, you must close the TASK that is associated with the Requested I ...
  9. questionAgent - Business Process Guide (BPG) Searches
    Problem or Question: I know one way of finding my tickets but are there other ways of searching for tickets? Environment: ServiceNow Solution or Answer: Please view the business process guide attachment below for for the basic information on searching for tickets. Submitted by Kike Oshinoiki a ...
  10. questionAgent - Business Process Guide (BPG) Navigation and Homepage Views
    Problem or Question: What are the steps for navigating my homepage in ServiceNow? Environment: ServiceNow Solution or Answer: Please view the attachment below for a business process guide on steps on navigating the homepage. Submitted by Kike Oshinoiki adesola.oshinoiki@csueastbay.edu
  11. questionAgent Converting an Incident to a Service Request
    Problem or Question: What should I do if I receive an Incident that should be a Service Request? Environment: ServiceNow Solution or Answer: If you receive an Incident and it is for a service listed in the Service Catalog, you should convert the Incident into a Request. However, if the Incident ...
  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. questionDifference between Service Requests and Incidents
    Problem or Question: What is the difference between Service Requests and Incidents? Environment: ServiceNow Solution or Answer: • A Service Request is used to request a service that is listed in our Service Catalog. • An Incident implies a problem; when something is broken or functio ...
  14. 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 myselt 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 users’ Self Service Por ...
  15. 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 New Computer or Device ITS offers baseline computers configured & fully supported that are usually in-stock and available for immediate deployment. Please re ...
  16. questionEnd User Requesting a Custom Quote for a Computer Purchase
    Problem or Question: I would like to submit a request for a computer purchase but I cannot find what I am looking for in the list. Environment: ServiceNow Solution or Answer: 1. In the Service Catalog, select Computers and Devices. 2. Select New Computer or Device. A page with CSUEB’s sta ...
  17. questionEnd User - Customize Lists
    Problem or Question: In My Tickets, I would like to see who the ticket is assigned to and also be able to sort my tickets to help me locate a specific ticket. Environment: ServiceNow Solution or Answer: There are two ways to see who a ticket has been assigned to. You can personalize your list an ...
  18. questionAgent - Homepage Bookmarks
    Problem or Question: Is there a way faster 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. B ...
  19. 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 ...
  20. questionEnd User - Adding Someone to the Watch List
    Problem or Question: In FootPrints I was able to add my supervisor to the ticket so that she would be copied on the ticket. How can I do that in ServiceNow? Environment: ServiceNow Solution or Answer: In ServiceNow this functionality is referred as adding someone to the Watch List. With both Inc ...
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