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There were 105 articles found in this category:

  1. 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 adeso ...
  2. 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. Br ...
  3. 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 ...
  4. 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 ...
  5. questionAgent - Resolve an incident
    Problem or Question: How do I Close an Incident? Environment: ServiceNow Solution or Answer: Unlike Service Requests, Incident tickets are not immediately closed; they are first "Resolved." After you Resolve the incident, the user is sent a resolution email advising them that the incident is Res ...
  6. 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 Back arrow to go to the previous page. Step 2. Click New. Step 3. Or click Create New under Inc ...
  7. 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. Key Item Affected - Review the short description and long description of the incident ...
  8. 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. Repo ...
  9. questionCopy of Agent - 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. Repo ...
  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. 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 Page link on the bottom right of the page. ...
  12. 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” ...
  13. 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
  14. 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 ...
  15. 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 corner of the Homepage below the title bar, click Switch to Page and select ITIL Homepage from the drop do ...
  16. questionAgent Create a Ticket Bookmark under an Existing Label
    Problem or Question: Is there a way to organize ticket bookmarks under an existing tag? Environment: ServiceNow Solution or Answer: Assign a Ticket to a Tag: 1. In the list of Incidents or RITMS, right click anywhere on a Ticket. 2. Point at Assign Tag and click the existing label under which y ...
  17. 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 ...
  18. 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 ...
  19. 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”, & ...
  20. 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 ...
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