2. Step 2- Begin typing the last name of the person you are creating the ticket for. Service-Now will show you a drop down list of matches, based on your entry Step 1- Under Incident in the Navigation Pane, select New Call
3.
4. Enter a Call Description. This is the equivalent of Short Description in Remedy
8. Selecting a Service component The Service selection will determine the Service Components. Service Component may be entered the same way as Service, through searching or typing with auto-complete.
9. Adding the Category After adding the Service Component, the Category field becomes visible to be completed in the same manner as the prior two items. Categories are determined by the previous entries.
10. Familiar and new features Assignment group is automatically set; you can override that. Watch list allows you set up email notifications for other interested parties Additional comments are emailed to the customer when you Update. Customer replies to that automated email are automatically added to that field in the ticket. Work notes are internal notes to the ticket. Additional comments and Work notes both have a spell check button.
11. And Finally….. You’ll see Service-Now automatically tracks activity and time the ticket has been worked on. Clicking the New button in the Incidents section allows you to create a child ticket to the parent And the New button in the Appointments section lets you create a desktop appointment
