How to Use ServiceNow

Transcription

1 1. The URL to ServiceNow for faculty, staff and students is servicenow.pacific.edu. 2. Log in with your Pacific NetID & password (the same credentials you use for insidepacific): 3. Once logged in and on the Home Page, choose from four options: A. Report an Incident: Use this if something isn t working and needs to be fixed i.e. You can t log into an account, or a computer, printer, mouse or keyboard, etc., isn t working properly B. Make a Request: Use this to ask for new or updated hardware or software C. Frequently Asked Questions: Use this to search for answers to common questions, before reporting an Incident or placing a request; you may find what you need here D. Check Status: Allows you to check on the status of an open incident report or request 1

2 To Report an Incident: Complete the fields of the Incident Report 1. In Open for, the name should be auto filled 2. On Behalf Of (optional): Use this to place a request for someone else 3. Short Description (mandatory): Briefly tell us what is wrong. When you enter your short description, entries from our knowledge base that relate to your issue will appear on the bottom of the screen. 4. Please describe your issue below (mandatory): Tell us as much as you can about the issue, to help us resolve it more quickly. If it doesn t happen all the time, when does it happen? Include any error messages. You can either type them in, or take a screenshot of them and attach them to the report*. 5. Click Submit 2

3 *To attach screenshots or other files to an Incident Report: 1. Click the Check Status in the confirmation box that opens after you submit an Incident Report. 2. In the IT Status box, click the Incident (INC) number, to open the report. 3. In the box that opens, click the paper clip at the top of the screen. 3

4 4. In the Attachment box, click the Browse button and locate the file(s) you wish to attach. 5. After the file(s) have uploaded, click the Attach button. 6. The file(s) should now be attached to your Incident Report. Click the Save button to save changes. 4

5 To Place a Request: Complete the fields of the request. Take note of two items: 1. You do not have to insert a Date requested by unless there is a due date for your request. 2. You must complete all fields that have a * in their title. The Knowledge Base will show answers related to your request at the bottom of the screen. Click Submit 5

6 3. Once you have submitted your request, choose Home at the top right to return to your Home Page. To Search the Knowledge Base (Frequently Asked Questions): 1. Click the Frequently Asked Questions link on the ServiceNow Home page. 2. Type what you are looking for in the Search Knowledge field. Any relevant entries will appear. To check the status of a request or incident report: 1. Click the Check Status link on the ServiceNow Home page. 2. On the next page, click the arrow to choose to search entries by text, number, short description, state, or date. Enter the specific search entry you wish to look for in the search box. (Ex: If you selected number, enter the number of your request or incident in the search box.) Your results will appear. 6