ServiceNow: Employee Self Service Guide
Audience:
Student, Faculty, All Non-ITS Staff
Included in this document:
1.
2.
3.
4.
5.
Introduction, Login Page, and Homepage
Creating a service request for ITS Support
Creating an issue ticket with ITS
Creating a Telecom issue or request
Viewing your open tickets
1.
Introduction, Login Page, and Homepage:
Please open the following URL: https://nau.service-now.com (bookmark this link for future use)
This page will redirect you to the NAU CAS authentication page. Please log in with your
userid/password.
The homepage should appear like this:
No matter where you are in the system, you can return to the homepage via one of two methods: 1)
click on the NAU Shield logo or the Homepage tab under Self-Service:
2. Creating a service request for ITS Support
Select the “Can We Help You?” module in the main view of ServiceNow.
The next screen will present you with two options, please select the “Make a Request” module by
clicking on it:
Fill in the following items:
Urgency – How urgent is this service request to you? Please note that ITS will make every attempt to
address this request with the urgency listed; however, some requests may take an extended time to
process.
Callback Number – Please provide a number that we can reach you at the time the ticket is submitted.
ITS will reach out to this number if more information is needed to process the request.
Description of service request – Please provide a full description of the request here. This will populate
both the short description and full description fields in the record, truncating the short description as
necessary.
Click the Submit button to proceed.
Once Submit is clicked, the record is active in the system, and allows you to add any more pertinent
information in the Additional Comments field:
Click the Update tab at the top right, and your ticket is off and running.
3.
Create an issue ticket with ITS
From the Can We Help You? Screen, select Report an Issue:
Fill in the following items:
Urgency – How urgent is this issue to you? Please note that ITS will make every attempt to address this
request with the urgency listed; however, some requests may take an extended time to process.
Callback Number – Please provide a number that we can reach you at the time the ticket is submitted.
ITS will reach out to this number if more information is needed to process the request.
Description of issue – Please provide a full description of the issue here. This will populate both the
short description and full description fields in the record, truncating the short description as necessary.
Click the Submit button to proceed.
Once Submit is clicked, the record is active in the system, and allows you to add any more pertinent
information in the Additional Comments field:
Click the Update tab at the top right, and your ticket is off and running.
4.
Creating Telecom issue or request
From the homepage, click on Telecom Service:
As with the ITS gateway, you will have the option to request services or report issues (for the following
screenshots, we will request service):
Fill in the following items:
Urgency – How urgent is this issue to you? Please note that ITS will make every attempt to address this
request with the urgency listed; however, some requests may take an extended time to process.
Callback Number – Please provide a number that we can reach you at the time the ticket is submitted.
ITS will reach out to this number if more information is needed to process the request.
PeopleSoft Speedchart – Please provide a valid Speedchart number for potential billing. ServiceNow will
check the validity of the Speedchart number, but will not actually perform the billing (this step is
handled by the ITS business office.)
Description of issue – Please provide a full description of the issue here. This will populate both the
short description and full description fields in the record, truncating the short description as necessary.
Click the Submit button to proceed.
Once Submit is clicked, the record is active in the system, and allows you to add any more pertinent
information in the Additional Comments field:
Click the Update tab at the top right, and your ticket is off and running.
5. Viewing your open tickets
Return to the homepage, and click on the My Open Incidents tab:
This will bring up a listing of all records opened by you that are still currently being worked on:
Clicking on each of the record numbers in that list will take you into that record for a detailed view,
including any field changes/updates to that record:
You may also put an any Additional comments from this view, or resolve the ticket if the reported
issue/need no longer exists.