Ticket Search, Adding Comments, Editing Attachments

 

Purpose:

Go to the SLCC ServiceNow webpage at https://support.slcc.edu/help

• Once on the webpage, you will be notified in the gold colored Banner stating "Please log in to access all capabilities of the Service Portal, including chat"

• Click Log In located near the upper right corner.
• Once logged in, you should see your name appear in the upper right corner of the screen.

• Once logged in, click My Tickets located in the middle of the webpage.
• You will be directed to the My Requests page.  Example below.

• This page is defaulted to show open requests.  Meaning, it will show all tickets that are still open in ServiceNow, including IT requests and Controller Office requests.

• These filters can be changed by clicking on the View drop down.  You can select between Open requests and Closed requests depending on your need.

• You can also Search tickets for key words or phrases used in the original tickets to narrow down your search.  For example, if you want to search for a ticket you submitted for a specific payment from a vendor, you can enter in the Vendor name or invoice number into the search bar.
  
  • SPECIAL NOTE: the search function is based on the information entered into the original ticket.  If the Vendor's name was misspelled in the original ticket, then the search may not pull your ticket in the search results if you spelled it correctly for the search.
  • Click on the name of the Request in blue text.

• This will open your Request Summary.  This screen shows a summary of the ticket including the date it was submitted, the Request Number, and the Stage the request is currently at in the review process.
• To view the Request details, click the text in blue.

• This will then open the full Ticket details.

• The middle of the screen will show the workflow of your ticket and any comments added by you or the staff working the ticket.
• You can add an additional message and respond to questions in the Type your message here... space.  You can also attach any new documents by clicking the paperclip icon.

• The bar on the right side will show the ticket number, current state, priority, created, and update date.
  
  • As you scroll down, it will then show all the information that was originally entered when the ticket was first created, including any attachments.
  • You can rename, remove exiting attachments or add additional attachments to the ticket from this location.
• Special Note: You will not be able to edit any of the original information submitted on your Request.  If you need to make adjustments, such as the Index and Account, add a message with the updated information that has changed.

 

If you have any comments or suggestions, please provide them in the Feedback section below. 

 

If you have any questions or issues, you can contact Technical Support: 

 

Telephone: 801-957-5555 

Email: helpdesk@slcc.edu