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There were 83 articles found in this category:

  1. 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 ...
  2. 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 ...
  3. 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 ...
  4. 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
  5. 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 ...
  6. 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 ...
  7. 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 ...
  8. 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 ...
  9. 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 ...
  10. 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 ...
  11. 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 ...
  12. 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 ...
  13. 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 ...
  14. questionAgent Two Agents Working On the Same Incident at the Same Time
    Problem or Question: When saving an update to a ticket I received a message saying that another agent updated the ticket since I opened it. What should I do? Environment: ServiceNow Solution or Answer: The message that you receive: means that since the time you opened the ticket for viewi ...
  15. questionAgent - Inactive INC Numbers
    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 appe ...
  17. questionAgent - Reassign a Service Request
    Problem or Question: How do I reassign a Service Request that was assigned to my group? Environment: ServiceNow Solution or Answer: Service Requests are automatically assigned to the team (assignment group) based on the service selected by the user in the Service Catalog. Use these procedures i ...
  18. questionChange Displayed Phone Number in ServiceNow
    Problem or Question: How can I change the phone number that appears in ServiceNow so that it shows only my work phone numbers? Environment: ServiceNow Solution or Answer: The changes must be made in MyCSUEB and will reflect in ServiceNow. In addition to your Business phone number, the number you ...
  19. questionAgent - View and Print Contact Information
    Problem or Question: How can I view and print the "on behalf of" information? 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.) The user information ...
  20. questionAgent Catalog Task Locate and Update a Catalog Task
    Problem or Question: I was told that I was assigned a task from another team but can’t find it. Environment: ServiceNow Solution or Answer: 1. Locate the catalog task in My Groups Work and click the task number. 2. Click the Assign to me button at the top of the page. 3. State: In Catal ...
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