Support - Creating Your Own Ticket

by Thomas de Jesus

Published July 9, 2018

ITS is now opening our support ticket system college wide. It's called Service Now External Link , and it allows you to request service and explain issues in a way that puts you in contact with the IT personnel assigned to your particular request. It's easy to use, but here are a few visual steps.

  1. Log in to Service Now with your ACNetID and password. It's the same id and pwd you use for ACConnect, Blackboard  and most other web applications (except UIFive, that's a separate system)Service now login
  2. After logging in you will be taken to your homepage within Service Now. It's a lot to take in, but you really only need to be concerned with two places. Here is a look at the homepage: 
    Service now logged in
  3. Let's take a closer look. Note the RED ARROW: 

    Logged in zoomed

    Create a New Incident is where you request service. Here are the steps:

    1. Click on Create a New Incident
    2. Who is this for? By default the logged in user is filled out here, but you can request service for another person, for example, a Staff Assistant requesting service for a faculty member.
    3. Select the impact. Remember, not every incident is High Impact.
    4. Give it a short description. This is the title of your request.
    5. Give it a long description. This is the part where you give the most detail.
    6. Click Submit.
  4. Your Requests - The lower right hand of your homepage allows you to see the status of your requests. It looks like this:Logged in zoomed lower right