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Welcome! We will use this Help Center page to raise awareness about great new features in ServiceNow (or existing features you may not be aware of), tips & tricks on how to use ServiceNow to your advantage, as well as release notes when system changes are implemented that may affect how you use the system.

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What's New?

Use Templates to make your life easier!

If you find yourself answering the same question time and again, you should be using Templates. They are a great way to quickly process tickets and are fully customizable.

With Templates, you can 'copypasta' Additional Comments and Work Notes, as well as automatically set the State of a ticket, the Assignment Group, the CI, and much more.

Learn more in the Tips & Tricks section below!

Tips & Tricks

What are Templates and how do I create them?

If you find yourself repeatedly processing the same kind of Incidents, Requests, or even Problems, you can use Templates to streamline the process and become more efficient. Templates in ServiceNow are fully customizable and allow you to automatically set the State, Additional Comments, Assignment Groups, Configuration Items, and much more with a single mouse click. You can easily create a Template based on an existing Incident (which will inherit some of the settings such as Configuration Item and Short Description) or you can make a template from scratch.

Create a Template

To create a Template from an existing Incident, follow these steps:

  1. Open the Incident you want to use as the basis of your Template.
  2. Select the + ion in the lower right corner of your screen (if you don't see it, you may need to toggle the Template Bar which you can easily do by selecting the ellipsis icon (row of 3 dots) in the upper right of your screen, next to the Submit button).
  3. The "Create New Template" window will appear. By default it will inherit some of the values from the Incident (such as Configuration Item and Short Description). You can modify each of the fields or select the 'x' icon on the right side to delete a particular field. You can also add new fields at the bottom.
  4. Give your Template a name and optionally add a description.
  5. If you want to share the Template with your group, add your team's Assignment Group to the Group field in the upper right. This will make it visible to everyone on your team.
  6. Select Save and you're done.

Use a Template

To use the Template, simply select the ellipsis icon (row of 3 dots) in the lower right of a new Incident and a small window will appear, and in it you'll see a list of your team's templates. Select the one you'd like to use and it will automatically populate the Incident.

Edit a Template

If you want to edit one of your Templates, select the 'Edit' link next to the Template in question, and you'll be taken back to the "Create New Template" window where you can modify your template. Select Save when you're done.

How can I 'follow' an Incident using the Connect service?

Before the latest version of ServiceNow (Helsinki), if you wanted to stay apprised of the status of a ticket you would either assign the ticket to yourself or add yourself to one of the Watch Lists. Depending on your notification preferences, you'd most likely receive an email whenever someone updated the ticket.

While email notifications are a fine way to receive updates, if you get a lot of email (which a lot of us do!) it's easy to miss these notifications. As an alternative, you can use the new Connect service in ServiceNow to 'follow' a ticket. Connect is a new instant messaging service in ServiceNow that allows you to IM anyone in SN using a separate chat window, and it also comes with a 'follow' feature which will send a push notification in ServiceNow whenever the ticket is updated.

To follow a ticket, select the "Follow" button in the upper-right corner.

When someone updates a ticket you're following, you'll see a 'badge' on the Connect icon telling you how many new notifications you've received. You can review these notifications by selecting the Connect icon in the upper right of your screen (resembles a cartoon caption window), which will slide the Connect Sidebar out from the right. Select one of the notifications and a small chat window will appear in the bottom right, where you can read the update.

You can optionally add Additional Comments or Work Notes to the ticket right from this window, and there's a menu bar along the top of this window which (among other things) allows you to open the ticket in the main window to update the ticket.

If you'd like to learn a lot more about the Connect interface, you can review the support docs on the ServiceNow website.

Here is a video overview of Connect. It was recorded in Geneva (prior version), but applies to Helsinki as well.

How do I convert a ServiceNow Incident into a Request?

While it's not possible to automatically convert an Incident to a Request, you can however do one of two things:

  1. Change the Incident Category to Request
  2. Copy the salient information from the Incident, close it, and then paste the info into an existing Request form.

Option 1 is by far the easiest, particularly if you're unsure of which form to use. Please note that OIT will soon phase out the OIT General Request form so please do not paste your Incident there. If a form for your team doesn't currently exist, you can fill out a request for a new form. Client Services has a dedicated team who will reach out to discuss your form requirements and build the form to meet your business needs.

How do I convert a ServiceNow Incident or Request into a Project?

Currently it's not possible to automatically convert an Incident or a Request into a Project. If you realize that the scope of the request is something which is not currently easy to execute and repeatable, it's best to reach out to the Requestor and let them know that you should close their Incident (or Request) and open a Project instead.

Either you or the Requestor can fill out our new Propose a New OIT Project form, and someone from the Project Management Office (PMO) will be in touch to discuss the project scope, gather requirements, and much more. Alternatively, if you have the KSAMS Project Manager role you can initiate the Project yourself in ServiceNow. The aforementioned PMO can also serve as a valuable resource to help your goal get off the ground.

The KSAMS role requires approval by the ServiceNow administrators before you can proceed.

How do I toggle between homepages in ServiceNow?

If you or someone on your team have created additional homepages in ServiceNow, you can easily toggle between those pages by following these steps:

  1. In the upper-left corner of your screen just below the UCI logo, select the pulldown menu (for most of us, the current page will read 'ITIL Homepage' as that is the default homepage everyone sees when you first start using ServiceNow).
  2. A dropdown list of homepages will appear. Choose the one you'd like to view and after a moment the new page will appear.

Repeat these steps to return to the ITIL homepage.

SN Release Notes

NOTE: Login to ServiceNow first before clicking the links below.

NumberUpdatedShort DescriptionApproval
CHG003269308-24-2017 17:00ServiceNow SSL Certificate UpdateApproved
CHG003269408-24-2017 17:00Quarterly Patching (Q3-2017) of ServiceNow UCI instance to Helsinki Patch 11Approved
CHG003278008-25-2017 13:14Pulldown menu for the 'ResNet Community' option on the incident formNot Yet Requested

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