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SNOW | Wilkes Technology Help & Support
Wilkes University uses Service-Now (SNOW) to handle Information Technology requests and incidents. NOTE: Do not use Self-Service to submit critical or high priority problems or requests. Call the help desk for high priority issues (408-HELP).
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(This will be your full Wilkes email: first.last@wilkes.edu)
(This will be your Wilkes email password) |
Service-Now Quick Guide:
How do I login to Service-Now?
- Username: The username will be your full Wilkes email address (first.last@wilkes.edu).
- Password: The password will be your email address password.
Submitting problems or requests.
- IMPORTANT: Do not use self-service to submit critical or high priority problems or requests. Call the help desk (408-HELP) for high priority issues.
- To submit a problem or request using self-service:
- Select Submit New Ticket.
- On the next screen, Ticket form will appear. Fill out the required fields on the form that displays and verify your information is correct. NOTE: Required fields have a red bar to their left. IMPORTANT: Update contact info if needed (Best contact number, Campus, Building, Room)
- Click
Note: Once submitted and viewed by an ITIL user the Ticket will be triaged to an incident or request
Accessing and viewing existing problems or requests
- There are several ways to access problems or requests that you already submitted (either view Self-Service or through the Help/Service desk).
- Lists all of your open incidents (problems) and requests display on your homepage. Click on an incident number or request number to view the item.
- Gauges all of your incidents and requests by state display on your homepage. Click on a piece to drill down and get more information.
- Two lists are available through your navigation menu (left side of your screen): View Active Tickets (tickets awaiting triage) and All My Tickets (open or closed incidents, request, and Tickets). Click on a list to display it and then click on an incident, request, or ticket to view it.
Communicating with the analyst working on your problem or request
- Rather than calling the service/help desk to provide updated information on an existing problem or request, you can communicate directly with the analyst assigned to your issue.
- Access the problem (incident) or request (see above).
- Enter any new information in the Comment section.
- Click
- The information you entered will be emailed directly to the analyst working your issue. NOTE: Next time you access the incident or request, the comment section will be empty. The information will appear in the activity log instead.
Announcements
- Your Service-Now homepage provides a scrolling news section where you will find announcements regarding known issues and planned outages. Before submitting a problem or request, please check this news section.
Viewing Knowledge Articles
- You may be able to resolve your problem without having to submit an incident. Self-Service provides a knowledge base of articles.
- The homepage provides a list of the most viewed knowledge base articles. Click on an article title to view the article in its entirety.
- Click on View Knowledge Base in your navigation menu to display the knowledge base.
- View the articles by topic or use the search field to search for a specific article. Click on an article title to view the article in its entirety.
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