JOHNS HOPKINS IT - SERVICE NOW USER TRAINING

Transcription

1 JOHNS HOPKINS IT - SERVICE NOW USER TRAINING TABLE OF CONTENTS 1. SYSTEM INTRODUCTION ACCESSING SERVICE NOW PAGE 1 2. NAVIGATION PANE ESSENTIALS PAGE 1 3. WHAT S NEW, WHAT S DIFFERENT PAGE 2 4. SEARCHING FOR INCIDENTS PAGE 2 5. CUSTOMIZING COLUMNS TO ENHANCE VIEWS PAGE 3 6. USING THE FILTER FUNCTION CUSTOMIZING VIEWS PAGE 3 7. VIEWING, UPDATING AND RESOLVING INCIDENTS PAGE 3 8. PRINTING PAGE 5 SYSTEM INTRODUCTION ACCESSING SERVICE NOW The Service Now system is web-based and will be accessed via the myjh Portal by using the left menu and selecting Service Now from the Help Desk menu. Here is the URL to reach Service Now: ns.edu Once you reach the Service Now homepage, click on the Service Now Admin View Link as shown to the right NAVIGATION PANE ESSENTIALS 1. Similar to Service Manager, in the new system, you will use the left navigation pane to move from one module (such as Incident) to another (such as Knowledge). 2. The search window at the top of the pane allows you to type in and search for an Application (such as Incident or Knowledge) or Item (such as Create New or Open). 3. You will notice a star icon next to each item under the Application heading. When you select an item, the star is activated and that item becomes a favorite. If you click the star again after it s activated, it will be deselected and will no longer be in your favorites list. 4. At the top of the navigation pane, you can toggle to display only your favorites by activating/deactivating the star 5. Toggle Navigator will give you more space to work from once you re in an application Johns Hopkins IT Service Now User Training Page 1 of 5

2 6. Use the Global Search at the top right of the System window to search throughout all applications for a name or item. This handy feature lets you search within text and fields of Incidents, Articles, users anywhere in the system and returns the results sorted by application location. 7. You can drag Items, views, searches and even Incidents over to the left pane to save as a bookmark. Hover over the new bookmark to edit it. WHAT S NEW, WHAT S DIFFERENT SERVICE MANAGER Interactions are used for HD resolved calls Affected CI is the name for Product or Service Sensitive information such as Patient MRN s are contained in Notes Additional comments about the Incident are added in Updates Attachments are added and located in the Attachments section of the Incident Comment to close Incident is called Solution No Closure Codes SERVICE NOW No Interactions.Incidents for all calls Configuration Item is the name of the Product or Service Sensitive information such as Patient MRN s are contained in Encrypted Work Notes Additional comments about the Incident are added in Work Notes Attachments are added and located by clicking the paper clip icon at the top of the Incident window. Comment to close Incident is called Resolution Closure Codes are a mandatory field and have been added to indicate the category for Resolution: Solved Solved by Work Around Solved by Change Control Closed/Resolved by Caller Not Reproducible SEARCHING FOR INCIDENTS 1. Under the Incident Application Header, click on All 2. Review the drop down selections available in the Search field. You can search by Number, Contact or even text among other options. The most common search will be by Number. You can either enter the full Incident Number or part of it using the * (asterisk) as the wildcard. Press Enter. 3. Once the results appear, click the Incident # to see the full Incident record. Johns Hopkins IT Service Now User Training Page 2 of 5

3 USING THE FILTER FUNCTION CUSTOMIZING VIEWS When you are viewing a list of results, you can use the Filters to refine the search 1. Click the Funnel icon to display filter choices 2. Select the field name on which you want to base your new search. For instance, you may want to see all Incidents with an Opened date of Today. 3. Use the Choose Field drop down to select the field, (such as: Opened) then adjust the available Operators to fine-tune the query (such as: On) and the Input (such as: Today). Then click Run. 4. The result will be all Incidents Opened Today. CUSTOMIZING COLUMNS TO ENHANCE VIEWS 1. Personalize the columns displayed in a list by clicking the gear (wheel) icon. 2. You will see a list of available fields on the left and your selected fields on the right. 3. Double click available items to position them into your selected list then move to indicate column placement. 4. Click OK to save selections. 5. This column placement will remain each time you login. VIEWING, UPDATING AND RESOLVING INCIDENTS VIEWING AN INCIDENT The resulting list from a search or view will display Incidents that can be selected Click on the Incident Number link to bring up the complete Incident Johns Hopkins IT Service Now User Training Page 3 of 5

4 INCIDENT DETAILS 1. The first section is the Customer Information section. These fields are entered and verified by the Help Desk. Additional contact details such as alternative contact numbers (if applicable) may be located in the Incident Description 2. There are tabs along the middle of the Incident pane a) Notes Incident Notes are added and retained in this section. There is a chronological list of all Notes that have been entered b) Related Records-Any Incidents, Problem Records or Changes that have been formally associated to the Incident will be located here c) Closure Information-details about the closure of Incident 3. HOVER OVERS a) Shows Related Incidents based on the Contact Name b) Shows information about the selected entry from the source table c) Opens a window to send an to the Contact Address d) Shows Related Incidents based on the Configuration Item UPDATING AN INCIDENT 4. On the Notes tab, go to Work Notes and enter a comment 5. Click Save, to save the comment and remain in the Incident 6. Click Update to save the comment and return to the previous view or list Johns Hopkins IT Service Now User Training Page 4 of 5

5 RESOLVING AN INCIDENT 7. Click Resolve Incident (the Resolve Incident Button is located both at the top and bottom of the Incident Window) 8. On the Closure Information tab, the required fields to complete are outlined in red. They are the Close Code and The Resolution (Comment) fields. 9. Once those fields are completed, click Resolve Incident again. 10. The state of the Incident is now Resolved NOTE: The state (status) of a Resolved Incident stays Resolved for 3 days, then advances to Closed. Resolved Incidents may be Reopened. Once an Incident has reached the Closed state, it may not be reopened. A new Incident will have to be created for the issue. The exception to this is for Priority One (P1) Incidents. These incidents will advance to a Closed state when the Incident is resolved. This is because P1 Incidents may not be reopened. A new incident must be entered if a P1 issue recurs. PRINTING 1. To Print a printer-friendly version of any screen, go to the right system window gear (Settings) 2. Scroll down to the bottom to select Printer Friendly Version 3. Choose the correct print options for your mapped printer. Johns Hopkins IT Service Now User Training Page 5 of 5