Test upload of PowerPoint Presentation

2. Step 1- Under Incident in
the Navigation Pane, select
New Call
Step 2- Begin typing the
last name of the person
you are creating the ticket
for. Service-Now will show
you a drop down list of
matches, based on your
entry

3. NEXT STEPS…..
• After selecting the user in “Requested For”, Caller Information is filled in for
you
• Enter a Call Description. This is the equivalent of Short Description in
Remedy
• Select the Call Type- Incident or Request as appropriate
• Click the Route Button

4. EASE OF USE
• The Alternate Email field will override primary email in communications with
the user for this ticket only
• Impact and Urgency are determined based on ITIL specs. Priority is then
calculated

5. SELECTING A SERVICE
The affected
Service can be
searched for by
clicking the icon or
as you become
familiar with the
categories, typing
will auto-complete
based on your entry.
If you use
search, just click on
the desired entry to
populate the field.

6. SELECTING A SERVICE COMPONENT
The Service selection
will determine the
Service Components.
Service Component
may be entered the
same way as
Service, through
searching or typing with
auto-complete.

7. ADDING THE CATEGORY
After adding the
Service
Component, the
Category field
becomes visible
to be completed
in the same
manner as the
prior two items.
Categories are
determined by
the previous
entries.

8. FAMILIAR AND NEW FEATURES
1. Assignment group is automatically set; you can override that.
2. Watch list allows you set up email notifications for other interested parties
3. Additional comments are emailed to the customer when you Update.
Customer replies to that automated email are automatically added to that field
in the ticket.
4. Work notes are internal notes to the ticket.

9. AND FINALLY…..
You’ll see Service-Now
automatically tracks activity
and time the ticket has been
worked on.
Clicking the New button in
the Incidents section allows
you to create a child ticket to
the parent
And the New button in the
Appointments section lets you
create a desktop appointment

11. REQUESTS
Step 2- Begin typing the last
name of the person you are
creating the ticket for. Service-
Now will show you a drop down
list of matches, based on your
entry
Step 1- Under Incident in
the Navigation Pane, select
New Call

12. NEXT STEPS…..
• After selecting the user in “Requested For”, Caller Information is filled in for
you
• Enter a Call Description. This is the equivalent of Short Description in
Remedy
• Select the Call Type- Request as appropriate
• Click the Route Button
Select Request in the Call
Type field

13. SELECTING A SERVICE • The affected
Service can be
searched for by
clicking the
icon
• As you become
familiar with the
categories, typin
g will auto-
complete based
on your entry.
• Click on the
desired entry to
populate the
field.

14. SELECTING A COMPONENT
• The Service
selection will
determine the
Service
Components.
• Service Component
may be entered the
same way as
Service, through
searching or typing
with auto-complete.

15. ENTER FIELDS BEFORE UPDATE • Fields from previous
screen gets carried to
this screen:
Service, Service
Component etc
• Select a Requested
for date
• Type in a Description
• If requests have a cost
associated, Price will
auto fill.
• Whether Approvers
are required for this
request depends on a
pre-determined
Workflow.
• Click Show Workflow
to see the work flow

16. AND FINALLY…..
• Click the
Update button
to Save the
Request