Support@Duke (ServiceNow) Training Links

General Information

The Support@Duke service management system (also known as ServiceNow) is used at Duke for several service management related activities, including knowledge, incident, request and change management. The online knowledgebase allows the Duke community to search for answers to technical questions online. The incident, request, and change management process is used by the University and Health System.

Departments may also be able to leverage ServiceNow to have customers enter tickets via web forms or an email address.

Incident and Request

Incident Management Guide
Request Fulfillment Guide
Viewing the status of an Incident
How to Find and View Service Requests
Adding additional detail columns to your lists of records
Viewing the history of an incident
Update multiple incident records from a list view
View more records (rows) on one page

Templates

Templates 101 Lab materials
Create and share templates
Converting incident templates to request templates

Filters

Filtering 101 Lab Materials
Personalizing Lists and Filters
Filtering on Tasks
Filtering for Active Incidents assigned to your groups
Filtering for Incidents assigned to you
Filter out records that have been converted to another type (incident or task)

Knowledgebase

How to search using the Knowledgebase
Retire a knowledge article
Viewing Knowledge articles that are assigned to my group

Reporting

Reporting 101 Lab Materials
Scheduling Reports within Support@Duke

Other

Changing your notifications
Setup Favorites to ease navigation
Filter using search to ease navigation
Customer Satisfaction Surveys and base sample reports for Group Managers
Customizing your Homepage
Toggle Navigation Menu
Mobile App Basics
Printing A Ticket
Group Management
Personal Profile Management

 

If you have questions or need more assistance please assign a task to Service Management-OIT for University and here for Health System.

Article Number: KB0025373