service now user guide

8/16/2019 Service Now User Guide

http://slidepdf.com/reader/full/service-now-user-guide 1/14

Service Now User Guide



CONTENTS

Page

How to login to Service Now? 2

How to Search for a ticket? 3 - 4

How to Re-assign to a ueue? 4

How to assign to a !onsultant? "

How to u#date the tickets and attach docu$ents? %

How to Pending or Resolved &icket? ' -(

How to u#date the !ategori)ation &e$#late in Service Now tickets? * -+,

How to !onvert R Re.uest to /ncident? ++

How to !onvert /ncident to R Re.uest?++

Service Now !ategories+2

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How to login to Service Now?

0e need to o#en the link https://umusic.service-now.com/nvpge.!o in

/nternet 1#lorer or google chro$e rowser and enter our UG Gloal /5 in

Userna$e o and 4 digit P/N nu$er and % digit RS &oken /5 nu$er in the P/N

6 &oken o7

Now #lease login with 8our Re$ed8 credentials 9User Na$e and Password:7

;or 1a$#le if User Na$e for Raghav 5hingra is 9dhingrr: then it should e

entered as 95hingrR:

Note: Service Now psswor! is the sme s use! "or Shrepoint ccess.

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https://umusic.service-now.com/navpage.do

https://umusic.service-now.com/navpage.do



!lick on $% &roups wor' utton to view tickets as shown in elow screenshot7

!lick on 98 Re.uest or /ncidents: to view tickets assigned in 8our na$e onl87

How to serch "or n (nci!ent or )* *e+uest?

!lick on 9&o to: to search an incident or R Re.uest

Select Nu$er as shown in elow screenshot7

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1nter &icket nu$er to search an incident or R Re.uest and then click on Search

or #ress 1nter7

How to *e-ssign to ueue?

0e need to o#en the /ncident or R Re.uest 5etails view and click on ssign$ent

Grou# select the .ueue na$e fro$ the list of availale o#tions7 fter the desired

.ueue na$e is selected< we need to click on the Save utton to u#date this

ticket7

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How to ssign to Consultnt?

=nce a ticket is assigned to 8our su##ort grou#< we need to assign it in the na$eof a consultant who works for that su##ort grou#7 0e need to o#en the /ncident

or R Re.uest 5etails we have to click on ssignee to dro# down utton and

select the consultant na$e fro$ the list of availale o#tions7 fter the desired

consultant na$e is selected< we need to change the status fro$ 9=#en: to 9 0ork

/n Progress: and then click on the Save utton to u#date this ticket7

)* *e+uest:

Note: (n cse o" (nci!ent the sttus Stte o" the Tic'et will 0e )ctive.

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How to up!te the tic'et n! ttch !ocuments?

0e need to o#en the /ncident or R Re.uest 5etails view and u#date the elow

>elds as shown in the screenshot

!o$$ent 1nter a rief one line descri#tion of the issue 8ou want to u#date7

0ork Notes 0e can enter $ulti#le lines of tet to descrie the content listed in

Su$$ar87

ttach$ents 0e can add a $ai$u$ of three attach$ents like =utlook $ails<

0ord docu$ent< 1cel sheet< screenshot i$ages7

0e have to click on the Save utton after the desired u#dates have een added

in the 0ork /nfo ta7

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How to 3en!ing or *esolve! tic'et?

0e need to o#en the /ncident or R Re.uest 5etails view and click on 0ork /nfo

ta and then u#date the elow >elds as shown in the screenshot

!o$$ent 1nter a rief one line resolve@closure con>r$ation7

0ork Notes 0e can enter $ulti#le lines of tet to descrie the resolve@closure

con>r$ation if re.uired7

ttach$ents 0e can add attach$ents to su##ort the resolve@closure status

change7

State U#date the state as 9Pending: or 9Resolved: as #er the actual resolution

#rovided7

0e have to click on the Save utton7

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How to up!te the Ctegori6tion Templte in Service

Now tic'ets

;or u#dating the Site na$e in Service Now< #lease check the elow screenshots

A!urrent CocationB

Page 7 of 14



(n Service Now we hve to up!te "ollowing 8el!s:

1 Ctegor%

# 3ro!uct

, Con8gurtion (tem

!lick on the Sve utton7

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Note: (n Con8gurtion (tem 8el! lw%s select S)3.

Ctegor% n! 3ro!uct 8el! !epen!s upon the nture o" the tic'et.

How to Convert )* *e+uest to (nci!ent

&o to additional ctions and select the >eld !onvert to /ncident7

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Clic' on Sve. &he re.uest will convert to /ncident7

Note: )ttchment o" *e+uest will not move to (nci!ent while converting

n! tht *e+uest will get utomticll% close!7

How to Convert (nci!ent to )* *e+uest

&o to additional ctions and select the >eld !onvert to ## Su##ort Re.uest

after that click on Save7

Clic' on Sve. &he incident will convert to ## Su##ort Re.uest7

Note: )ttchment o" (nci!ent will not move to )pp Support *e+uest

while converting n! tht (nci!ent will get utomticll% close!7

ServiceNow Ctegories

Page 1# of 14



)ppliction *e+uests: the elow categories are to e used for re.uest tickets

onl8 A)*EB

!ategor8 Product!on>guration/te$

1nhance$ent

SP 1!! =&!

aintenance SP DP! R&R

&esting SP D/ !ontrolling

&raining 1#ens8s HR

0arrant8 S0PS EF

igrationUni#ort!lassic

@Cogistics

Uni#ort 2 P&P

/nterface Pulishing

D1 Re#orting

SP H! Ro8alties

Securit8

/nterfaces

ssets

PS

(nci!ents: the elow categories are to e used for incident tickets onl8 A(NCB

!ategor8 Product!on>guration/te$

Software SP 1!! =&!

SP DP! R&R

SP D/ !ontrolling

1#ens8s HR

S0PS EF

Uni#ort!lassic

@Cogistics

Uni#ort 2 P&P

/nterface Pulishing

D1 Re#orting

SP H! Ro8alties

Securit8

/nterfacesssets

PS

Countr% "or issue rise!: the elow countries should e used7

Countr%

& 51 /& S1

D1 5 EP U

! ;/ NC US

!H ;R N=Gloa

l

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