ServiceNow Self-Service - Incidents

Support tickets in ServiceNow are called Incidents. When you receive an email message from the IS&T Service Desk about an Incident opened on your behalf, you will find a link to the ServiceNow website.

This article shows the Self-Service view and the tasks you can complete. As with Request Tracker (RT), you can communicate with the Service Desk via email rather than using the web-based system if you prefer.

After entering your authentication details, you will be taken to the ServiceNow Self-Service Homepage. A list of your Open Incidents will be displayed as shown in the screenshot below. As well as a list of Closed Incidents below it. To open an Incident, click on its Number.

After opening an Incident, you will be taken to the Incident form where you can view details and add more information. An example screenshot is included below. On this form, you will find:

• General information – Number, short description
• Additional comments – Add more information to help Service Desk staff troubleshoot your Incident, e.g., Operating System, Browser, steps you took, etc.
• Activity log – A running account of comments and tasks associated with your Incident
• Attachment button – attach files such as screenshots that can help determine the cause of your interruption in service
• Update button – saves your changes and/or additions and closes the Incident form
• Save button – saves your changes and/or additions and keeps the Incident form open so you can continue working on it

By using the Self-Service features of ServiceNow, you can track activity on your Incident and provide Service Desk staff with information that can help them help you.

For questions regarding ServiceNow, please contact provider-support@mit.edu.