ServiceNowIncident Reporting
A comprehensive guide to efficiently report and track incidents in ServiceNow.Simple steps, clear priorities, proven practices.
How to Report an Incident
Follow these six simple steps to efficiently report and track your IT incidents in ServiceNow.
Access ServiceNow
Navigate to the ServiceNow portal and log in with your college credentials.
- Use your college username and password
- Access through the college IT portal or direct URL
- Ensure you're connected to campus network if required
Find Incident Form
Locate the incident reporting form in the ServiceNow interface.
- Look for 'Create Incident' or 'Report Issue' option
- Use the search bar to find 'Incident'
- Navigate through Service Catalog if needed
Complete the Form
Fill out all required fields with accurate and detailed information.
- Provide clear, concise description of the issue
- Select appropriate category and priority
- Include relevant screenshots or attachments
- Add your contact information
Submit the Ticket
Review your information and submit the incident ticket.
- Double-check all information for accuracy
- Verify contact details are correct
- Click 'Submit' to create the incident
- Note the incident number provided
Track the Status
Monitor your incident's progress through the ServiceNow portal.
- Use 'My Incidents' or 'My Requests' section
- Check for updates and status changes
- Review any comments from IT staff
- Receive email notifications for updates
Follow Up
Respond to requests for information and confirm resolution.
- Provide additional information if requested
- Test the resolution when notified
- Confirm the incident is resolved
- Rate the service if prompted
🚀 Quick Summary
Remember: Access → Find → Complete → Submit → Track → Follow Up
Keep your incident number handy for future reference!
Priority Levels Guide
Understanding priority levels helps ensure your incident gets the appropriate response time and attention.
Priority 1 - Critical
System completely down, affecting all users
Examples:
- Complete network outage
- Email system down for entire campus
- Learning management system unavailable
- Critical security breach
Priority 2 - High
Major functionality impaired, affecting many users
Examples:
- Classroom technology failures
- Partial system outages
- Database performance issues
- Wi-Fi problems in multiple buildings
Priority 3 - Medium
Moderate impact, workarounds may be available
Examples:
- Software application errors
- Printer not working
- Account access issues
- Minor website problems
Priority 4 - Low
Minor issues with minimal business impact
Examples:
- Password resets
- Software installation requests
- General questions
- Cosmetic website issues
💡 Not sure which priority to choose?
When in doubt, start with Medium priority. Our IT team will adjust the priority if needed based on the incident details.
Common Incident Categories
Select the category that best matches your issue to help our IT team route and resolve your incident more efficiently.
Hardware Issues
- Computer won't start
- Monitor display problems
- Keyboard/mouse issues
- Laptop charging problems
Network & Connectivity
- Wi-Fi connection problems
- Internet speed issues
- VPN access troubles
- Campus network outages
Security & Access
- Account locked out
- Password reset needed
- Security software issues
- Suspicious activity
Mobile Devices
- Campus app problems
- Mobile email setup
- Device registration
- Tablet connectivity
Email & Communication
- Email not working
- Calendar sync issues
- Teams/Zoom problems
- Message delivery failures
Learning Systems
- LMS access issues
- Online testing problems
- Course material access
- Grade book issues
Software Applications
- Application crashes
- Software installation
- License activation
- Update problems
Printers & Scanning
- Printer not responding
- Print quality issues
- Scanner problems
- Paper jams
Data & Storage
- File access issues
- Storage space problems
- Backup failures
- Data recovery needs
Database Systems
- Database connection errors
- Query performance issues
- Data sync problems
- Report generation failures
🎯 Choosing the Right Category
✅ Be Specific
Choose the most specific category that matches your issue
📝 Add Details
Provide additional context in the description field
❓ When Unsure
Select the closest match - we'll recategorize if needed
Best Practices & Tips
Follow these proven practices to get faster, more effective support for your IT incidents.
Provide Clear Descriptions
- Use specific, descriptive language
- Include what you were trying to do when the issue occurred
- Mention any error messages you received
- Describe the expected vs. actual behavior
Include Screenshots
- Capture error messages or unexpected behavior
- Show the full screen context when possible
- Include multiple screenshots if the issue involves steps
- Highlight or circle the problem area
Be Responsive
- Check your email regularly for updates
- Respond promptly to requests for information
- Test solutions when provided
- Confirm when the issue is resolved
Time Management
- Report issues as soon as they occur
- Don't wait until the last minute for critical needs
- Allow adequate time for resolution
- Follow up if you don't hear back within expected timeframe
Common Mistakes to Avoid
Vague descriptions like 'It's broken' or 'Not working'
Specify exactly what isn't working and how
Not providing contact information or using outdated info
Double-check your phone and email are current
Submitting duplicate tickets for the same issue
Check existing tickets first, add updates to existing ones
Setting incorrect priority levels
Use the priority guide - when unsure, choose Medium
Quick Tips for Success
- Keep your incident number handy for future reference
- Rate completed tickets to help improve service
- Use the search function to check for known issues first
- Save frequently used information in your profile
- Subscribe to IT status pages for known outages
Ready to Report an Incident? 🚀
Apply these best practices and follow our 6-step process for the most effective support experience.