Overview

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Note: Your screen may look different than the screenshots in this guide.

ServiceNow is Advancement’s ticketing system. Use ServiceNow to find answers to common questions, report problems, and submit requests.

Please note that Advancement has its own specific instance of ServiceNow. If you navigate to the general ServiceNow page, your ticket might not be routed to the correct place.

This guide will review how to navigate Advancement ServiceNow.

If you have questions after reviewing this guide, please contact the Advancement Program Training manager at advancementtraining@ucsd.edu.

Steps to Take

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Access Advancement ServiceNow

1. Navigate to the Advancement ServiceNow homepage.
2. On the Advancement ServiceNow homepage, you will see the following options:
   • Knowledge Base
   • Get Help & Order Services
   • My Tickets

 

Knowledge Base

Browse the Knowledge Base to find guides on how perform common tasks in Advancement ServiceNow.

 

You can also search for specific topics using the Search Bar.

 

Get Help & Order Services

Use Get Help & Order Services to submit a ticket to Advancement. You can submit a ticket to request services or report problems. Please follow the steps below to submit a ticket.

 

1. On the Advancement ServiceNow homepage, select Get Help & Order Services.

             

 

2. You will be directed to the Service Catalog. The Service Catalog lists all Advancement service categories in alphabetical order. There is a brief description under each category to better direct your ticket. Select an option to continue.

             

 

3. Depending on your selection, you may see additional subcategories. Read the descriptions under each subcategory and select the option that best suits your need. Once you have  finished making selections, you will be directed to the Advancement Submit a Ticket page.                                                                                                                                                                                                                                                                                                                                                                                                                                                            
4. The Submit a Ticket page will be partially filled out with your Full Name, Email, and information from your selections.

              Any fields marked with an asterisk * are mandatory. Required Information is also listed on the right side of the screen.

             

            Complete the required fields and any relevant optional fields. While the specific fields and information will vary depending on the request type, some fields are the same across ticket types. Please see instructions on how to complete the standard fields below:

            Subject: Enter a short description of your request.

            Description: Provide more details about your request. Please provide the specific criteria and purpose of your request and enter any related ticket numbers if applicable.

            Due Date: The default value is two weeks from the submission date. Standard turnaround times vary.

            Watchlist: You can add additional staff who will be notified when the ticket is updated.

            Attachments: Add any relevant screenshots or documents to your ticket that will help expedite your request.

 

5. When you have finished filling in the ticket information, select Submit on the right side of your screen.

               

 

6. You will receive an email notification that your ticket has been received.

 

My Tickets

Select My Tickets to view the status of your tickets and updates from the team.

 

You can also access your tickets under the My Stuff drop-down menu at the top of the page.