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There were 95 articles found in this category:

  1. questionAgent Organize Filter Bookmarks with Labels
    Problem or Question: Is there a better way to organize my filter bookmarks? Environment: ServiceNow Solution or Answer: You can organize your Filter Bookmarks under Labels and change the name of a bookmark to a name that is more understandable. Before beginning these steps, see KB Article "Agent ...
  2. questionAgent - Organize Ticket Bookmarks with Labels
    Problem or Question: Is there a better way to organize my bookmarks? Environment: ServiceNow Solution or Answer: You can organize your Ticket Bookmarks under labels and change the name of a Bookmark to a name that is more understandable. Create a Label from a Ticket Number: 1. In the list of I ...
  3. questionAgent Create a Ticket Bookmark under an Existing Label
    Problem or Question: Is there a way to organize ticket bookmarks under an existing Label? Environment: ServiceNow Solution or Answer: You can organize your Ticket Bookmarks under existing labels and change the name of a Bookmark to a name that is more understandable. Assign a Ticket to a Label: ...
  4. questionAgent - Delete an Existing Filter
    Problem or Question: How do I delete an existing filter? Environment: ServiceNOW Solution or Answer: To delete an existing filter: 1) Bring up the primary list where the filter is located (Incidents, Items, or Reports). 2) Click the drop down arrow located in the title bar of the list. ...
  5. questionAgent - Search by Filtering on a Specific Fileld Condition
    Problem or Question: I went through the canned reports and I can't find the report I want. Environment: ServiceNow Solution or Answer: You may be able to find the information you need by filtering for the data. Right-click on a field item to Show Matching or Filter Out like items. For ...
  6. questionAgent - Creating a Customized Filter for Multiple Conditions
    Problem or Question: Is there an ability to create filters for multiple conditions when looking at all Incidents or RITMs? Environment: ServiceNow Solution or Answer: Create a Filter 1. In the list of Incidents or RITMS, click the arrow to the left of the bread crumbs. A Filter ...
  7. questionAgent Create a Filter Bookmark under an Existing Label
    Problem or Question: Is there a way to organize new filter bookmarks under an existing Label? Environment: ServiceNow Solution or Answer: You can organize your Filter Bookmarks under labels and change the name of a Bookmark to a name that is more understandable. Create a Filter: 1.In the list ...
  8. questionAgent - The Search Box in ServiceNow
    Problem or Question: Which requests and incidents does the search box search through? Environment: ServiceNow Solution or Answer: At this time, the search box only searches through open Requests, all Incident Tasks, People and Places, and Catalog Tasks. Submitted by Christopher Lagali christophe ...
  9. questionAgent - Business Process Guide (BPG) Searches and Filters
    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: See the business process guide attachment below for basic information on searching for tickets. Submitted by Kike Oshinoiki adesola.oshinoik ...
  10. 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 ...
  11. 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 ...
  12. 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 ...
  13. 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 ...
  14. 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 ...
  15. 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 ...
  16. 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 ...
  17. 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 ...
  18. 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
  19. 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 ...
  20. 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 ...
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