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Help desk tickets

Help desk tickets - ServiceNow Tutorial

From the course: Learning ServiceNow

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Help desk tickets

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- Users often need help. They might need help because they don't know how to do something. They might need help to propose a new idea. They might need help because something that was working yesterday has stopped working today. They get that help by opening an incident. In this video, we'll track the lifecycle of an incident. ServiceNow's service portal offers a way to raise an incident. And Lisa Marlee, our casual user, has found something that's not working for her. The Get Help button has options to change a password, start a new hire procurement process and, specific to this case, create an incident. Lisa selects a level of urgency appropriate to the issue that she's facing, and she describes the issue she has encountered with as much detail as she has in mind in order to inform the Help Desk how to resolve the issue. Once submitted, the incident number is assigned. Our fulfillment team, the user…

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