{"id":4647,"date":"2018-12-06T07:51:06","date_gmt":"2018-12-06T07:51:06","guid":{"rendered":"http:\/\/blog.soton.ac.uk\/servicemanagement\/?p=4647"},"modified":"2018-12-06T07:51:06","modified_gmt":"2018-12-06T07:51:06","slug":"how-to-raise-a-new-ticket-in-servicenow","status":"publish","type":"post","link":"https:\/\/blog.soton.ac.uk\/servicemanagement\/2018\/12\/06\/how-to-raise-a-new-ticket-in-servicenow\/","title":{"rendered":"How to Raise a New Ticket in ServiceNow"},"content":{"rendered":"<p><strong>\u00a0<\/strong><\/p>\n<p>The way to raise an Incident\/Request has recently changed within ServiceNow. You now need to use the Call form so that you have the option to choose either Incident or Request depending on what your ticket is about. I.e. Incident = something broken, Request = require something new<\/p>\n<p>This change has been made as too many Requests were being raised as Incidents due to people not being aware of how to raise a Request. This has been producing inaccurate statistics for our SLA\u2019s.<\/p>\n<p>To raise a new ticket please do the following:-<\/p>\n<ul>\n<li>In the filter navigator (left hand side) type Incident.<\/li>\n<li>Within here you will find an option for \u2018Create New Ticket\u2019<\/li>\n<\/ul>\n<p><a href=\"http:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2018\/12\/create-new-ticket.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-4648\" src=\"http:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2018\/12\/create-new-ticket-159x300.png\" alt=\"\" width=\"159\" height=\"300\" srcset=\"https:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2018\/12\/create-new-ticket-159x300.png 159w, https:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2018\/12\/create-new-ticket.png 206w\" sizes=\"auto, (max-width: 159px) 100vw, 159px\" \/><\/a><\/p>\n<ul>\n<li>This will launch the following window :-<\/li>\n<\/ul>\n<p><a href=\"http:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2018\/12\/create-new-ticket2.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-4649\" src=\"http:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2018\/12\/create-new-ticket2-300x123.png\" alt=\"\" width=\"300\" height=\"123\" srcset=\"https:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2018\/12\/create-new-ticket2-300x123.png 300w, https:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2018\/12\/create-new-ticket2-768x316.png 768w, https:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2018\/12\/create-new-ticket2-1024x421.png 1024w, https:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2018\/12\/create-new-ticket2.png 1619w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/a><\/p>\n<ul>\n<li>When you click the drop down arrow for Call Type you will be able to choose if it is an Incident or Request ticket. (Please note that if you choose \u2018Incident First Time Fix\u2019 or \u2018Request First Time Fulfilment\u2019 then it will raise and resolve\/close the ticket when you submit it rather than leaving it open. Please therefore only use the Incident and Request options if you don\u2019t want this to happen).<\/li>\n<\/ul>\n<p><a href=\"http:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2018\/12\/create-new-ticket3.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-4650\" src=\"http:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2018\/12\/create-new-ticket3-300x184.png\" alt=\"\" width=\"300\" height=\"184\" srcset=\"https:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2018\/12\/create-new-ticket3-300x184.png 300w, https:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2018\/12\/create-new-ticket3.png 423w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/a><\/p>\n<ul>\n<li>Complete the Mandatory fields that have a red star next to them. (Please note that once you have chosen Incident or Request, more fields appear further down the page that need completing).<\/li>\n<li>If you chose the \u2018Request\u2019 option, the following additional fields will appear as well as the ones that appear for Incident :<\/li>\n<\/ul>\n<p><a href=\"http:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2018\/12\/create-new-ticket4.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-4651\" src=\"http:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2018\/12\/create-new-ticket4-300x48.png\" alt=\"\" width=\"300\" height=\"48\" srcset=\"https:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2018\/12\/create-new-ticket4-300x48.png 300w, https:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2018\/12\/create-new-ticket4-768x123.png 768w, https:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2018\/12\/create-new-ticket4-1024x164.png 1024w, https:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2018\/12\/create-new-ticket4.png 1615w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/a><\/p>\n<ul>\n<li>It will automatically default to show a tick in \u2018No Form Available\u2019 box.<\/li>\n<li>Once completed click the \u2018Submit and Close\u2019 button.<\/li>\n<li>This will create an Incident or RITM with the reference number shown at the top of the next screen as follows :-<\/li>\n<\/ul>\n<p><a href=\"http:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2018\/12\/create-new-ticket5.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-4652\" src=\"http:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2018\/12\/create-new-ticket5-300x79.png\" alt=\"\" width=\"300\" height=\"79\" srcset=\"https:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2018\/12\/create-new-ticket5-300x79.png 300w, https:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2018\/12\/create-new-ticket5.png 371w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/a><\/p>\n<ul>\n<li>Click on the Incident or Request Reference number and it will take you to the ticket directly so that you can assign it to yourself or the appropriate individual to action.<\/li>\n<li>Complete the ticket from then onwards as you would do normally.<\/li>\n<\/ul>\n<div id=\"themify_builder_content-4647\" data-postid=\"4647\" class=\"themify_builder_content themify_builder_content-4647 themify_builder themify_builder_front\">\n\t\t<\/div>\n<!-- \/themify_builder_content -->","protected":false},"excerpt":{"rendered":"<p>\u00a0 The way to raise an Incident\/Request has recently changed within ServiceNow. You now need to use the Call form so that you have the option to choose either Incident or Request depending on what your ticket is about. I.e. Incident = something broken, Request = require something new This change has been made as [&hellip;]<\/p>\n","protected":false},"author":82577,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-4647","post","type-post","status-publish","format-standard","hentry","category-uncategorized","has-post-title","has-post-date","has-post-category","has-post-tag","has-post-comment","has-post-author"],"_links":{"self":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts\/4647","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/users\/82577"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/comments?post=4647"}],"version-history":[{"count":1,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts\/4647\/revisions"}],"predecessor-version":[{"id":4653,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts\/4647\/revisions\/4653"}],"wp:attachment":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/media?parent=4647"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/categories?post=4647"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/tags?post=4647"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}