Overview

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Sometimes, even though you will be fulfilling some tickets, you will be a customer on others. The Self-Service menu contains links and lists that are of interest to you as a customer, items when you are working with customers at the time, or items that help you stay organized.

 

The Menu

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When clicking 'All' the second option is 'Self-Service'. Self-Service is a group of navigation shortcuts that the ServiceNow team has curated to help Agents maneuver around the platform.

 

• Walk-up Check-in is how Agents would check in customers who are standing physically in front of them. Most Agent departments do not use Walk-up and will never use this.
  
  
• Service and Support Portal opens a new tab / window in your browser directly into support.ucsd.edu. This will let you browse the portal from the customer side - including giving you quick access to portal forms and knowledge articles.
  
  
• Employee Center opens a new tab / window in your browser directly into the Employee Center on support.ucsd.edu/esc. This will let you browse the ESC from the customer side - including giving you quick access to portal forms and knowledge articles.
  
  
• Knowledge will bring the agent to the Agent view of our portal knowledge articles. This will let you find articles, flag them, or edit them.
  
  
• My Approvals brings you to a list of all approvals the logged in Agent is responsible for.

• My Tagged Documents brings you to the Tag management screen. This shows you all tags you have created and allows you to edit / change Tags.
  
  
• My Assessments & Surveys will bring up a screen, same as 'My Surveys' in the portal, that shows Surveys the logged in Agent can fill out for items where they were the customer.
  
  
• Visual Task Boards are an additional application in ServiceNow that are similar to Trello or Kanban boards.