These how-to guides are designed for members of the BU community who are using ServiceNow to manage incidents and inquiries. Intended as a supplement to the One Incident Management Process and Quick Reference Guide, these pages provide quick access to the things most ServiceNow users need to know. Please feel free to submit edits or suggest other topics.

Highlights include:

  • General tips for ServiceNow use
  • How and when to change a ticket’s status
  • How to resolve a ticket or close tickets that are spam or duplicates
  • How to know when a client updates a ticket
  • How and when to merge tickets

and more…