Self Service

How to raise a ticket in ServiceNow:

1. Log into the ServiceNow using this link.
2. Choose the appropriate option:

   • Report an Issue: Use this to report an incident with IT Services (ITS).

   • IT Request: Use this to browse and request services from the IT catalog.

   • Estates and Facilities: Use this to raise a ticket with the Estates and Facilities team.

3. Fill out the form with all the required details.
4. Submit the form once complete.

 

Why do I see multiple numbers for the same request? How can I determine which RITM number relates to which REQ number?

RITM (Request Item) and REQ (Request) are unique identifiers for individual items and the overall request, and you may see multiple numbers because a single request can contain multiple items; the relationship between RITM and REQ numbers can be identified by checking the "Request" field linked to the RITM in the ticket.

New

• What it means: The ticket has been created but hasn’t been assigned or worked on yet.
• What the user needs to do: No action required unless additional details are needed to clarify the request.

In Progress

• What it means: The ticket is being actively worked on by the assigned team or individual.
• What the user needs to do: Wait for updates or provide any requested information if needed.

On Hold

• What it means: Work on the ticket is paused, often because more information is needed from the user or a third party.
• What the user needs to do: Check if any action is required (e.g., providing details or confirming something).

Resolved

• What it means: The issue has been addressed, and a solution has been implemented, but the ticket remains open for final confirmation. If no further action is taken, tickets will be automatically closed after 5 days.
• What the user needs to do: Verify if the solution works and reopen the ticket if further assistance is required.

Closed

• What it means: The ticket is fully completed and no further action will be taken.
• What the user needs to do: None, unless the issue reoccurs or a new request is needed. Please note, you will be unable to reopen a 'Closed' ticket therefore, a new one will need to be opened.

Cancelled

• What it means: The ticket has been withdrawn or is no longer needed.
• What the user needs to do: None, unless the request needs to be resubmitted.

Fulfilled

• What it means: The requested service or item has been successfully provided.
• What the user needs to do: Confirm receipt and check functionality if applicable.

 

Which should I use in which circumstance?

New Hire Account is for requesting only an account for a new employee. 

New IT Account is for requesting IT accounts for the following: 

• Emeritus 
• Visitor 
• Temporary 
• Honorary 
• Service 
• Vendor 
• Privileged 

New Hire Request should be used for all setup needs, including accounts and devices, for new starters. 

Use the New Hire Request ticket type to request both an account and a device for a new starter. This form includes: 

• New Hire Account 

• Hardware Provisioning – Device Request 

• Hardware Accessories Request 

• Shared Mailbox Request 

• Available Software / Application Request 

• Mobile Phone Request 

Use the Hardware Provisioning - Device Request ticket type to request a replacement or new device for a current staff member.

Most peripherals and accessories are available to purchase via the e-marketplace in Agresso. A breakdown of what can be purchased on e-marketplace and what can be purchased in ServiceNow can be found here. Further support on how to access the e-marketplace and user guides can be found here.

For items which are not available on the e-marketplace you can request these on Service Now by selecting  Hardware Accessories Request.

The General Request ticket type should be used for non-specific, miscellaneous requests such as device accessories, software requests, or other general IT needs not covered by specific ticket types. 

You can differentiate between ITS and Estates tickets in the ServiceNow Employee Portal and Student Portal by checking the ticket number/reference.

• ITS tickets typically start with either INC, REQ or RITM
• Estates tickets typically start with EAF.

We aim to resolve existing Ivanti tickets ahead of the ServiceNow transition. Any tickets that remain open will be handled individually to ensure thorough resolution.

Analysts will continue to have full access to Ivanti for closing outstanding tickets, and outgoing email notifications will stay active to keep end users informed every step of the way.

 

For the first two weeks after launch, Tuesday 19 November – Monday 2 December 2024, an Early Life Support team will be available to assist with any issues you may experience with the new platform. Please contact our IT team via the Service Desk.

Students and staff can raise a variety of requests to make their experience at Queen Mary University more efficient. These include:

• IT Support: Report technical issues, request assistance with software, hardware, network access, or login issues.
• Facilities & Maintenance: Submit maintenance requests, such as reporting broken equipment, heating issues, or other building-related concerns.

 

We would love to hear about your experience. Please take a moment to complete a brief Customer Experience Survey.

You can track the progress of your tickets by logging into Service Now, navigating to "My Tickets".

You can request Available Software - Application Request which provides a drop-down list of available software.