ServiiceN
Now
w
Useer Guid
de
2/10/2012
2

ocument contaains confidentiaal, proprietary information inntended for intternal use onlyy and is not to be
This do
distributed outside the University of o California, Saan Francisco (U
UCSF) without an appropriate non‐disclosu ure
agreeme ent in force. Itss contents mayy be changed ata any time andd create neitheer obligations o
on UCSF’s part nor
rights in
n any third persson
 Table of Contents
About This User Guide ............................................................................................................... 4
Intended Audience .................................................................................................................................. 4
Contact Us .............................................................................................................................................. 4
Subject Matter Expert ...................................................................................................................... 4
General Support ............................................................................................................................... 4
Getting Started ............................................................................................................................ 5
Introduction ............................................................................................................................................ 5
Supported Browsers ............................................................................................................................... 5
Log In ..................................................................................................................................................... 6
Understanding the User Interface ........................................................................................................... 7
Banner Frame ................................................................................................................................... 7
Application Navigator ...................................................................................................................... 8
Content Frame.................................................................................................................................. 8
Common ServiceNow Icons ............................................................................................................ 9
Form Elements ................................................................................................................................. 9
Title Bar..................................................................................................................................... 9
Form Context Menu ................................................................................................................ 10
Field Types .............................................................................................................................. 11
Field Status Indicator............................................................................................................... 11
Field Features and Action Buttons .......................................................................................... 11
Sections (Tabs) ........................................................................................................................ 13
Understanding Roles and Homepages ........................................................................................... 13
Roles ........................................................................................................................................ 13
Homepages .............................................................................................................................. 14
Using Lists................................................................................................................................. 15
Title Bar................................................................................................................................................ 15
Breadcrumbs ......................................................................................................................................... 16
Column Headings ................................................................................................................................. 16
Fields .................................................................................................................................................... 17
Using Filters and Breadcrumbs ............................................................................................................ 18
Breadcrumbs .................................................................................................................................. 18
Quick Filters .................................................................................................................................. 18
Creating Filters .............................................................................................................................. 19
Saving Filters ................................................................................................................................. 20
Using Saved Filters ........................................................................................................................ 20
Deleting Filters .............................................................................................................................. 21
Creating Personal Lists ......................................................................................................................... 21
Personalizing a List ........................................................................................................................ 22
Finding Information in Lists................................................................................................................. 23
Searching a List ............................................................................................................................. 23
Sorting a List .................................................................................................................................. 23
Grouping Items in a List ................................................................................................................ 24

UCSF ServiceNow User Guide Page 1 of 84

 Editing Lists ......................................................................................................................................... 25
Quick Edit Functions ..................................................................................................................... 25
Using the List Editor ...................................................................................................................... 25
Editing Multiple Records ........................................................................................................ 26
Search in ServiceNow .............................................................................................................. 27
Using Global Text Search .................................................................................................................... 27
Search Suggestions ........................................................................................................................ 28
Deselect Results ............................................................................................................................. 28
Searching the Knowledge Base ............................................................................................................ 29
Finding Information in Lists................................................................................................................. 29
Using the Navigation Filter .................................................................................................................. 30
Advanced Searching Options ............................................................................................................... 30
Wildcard Searches ......................................................................................................................... 30
Phrase Searches.............................................................................................................................. 30
Go To Options ............................................................................................................................... 31
Boolean Operators ......................................................................................................................... 31
Searching for Attachments ................................................................................................................... 32
Reports ...................................................................................................................................... 33
Running Reports ................................................................................................................................... 33
View / Run Module........................................................................................................................ 34
Run Report .............................................................................................................................. 34
Report Types ........................................................................................................................... 35
Creating Reports ................................................................................................................................... 35
Editing an Existing Report ...................................................................................................... 36
Creating a Reports from a List ....................................................................................................... 36
Exporting and Saving Reports ................................................................................................. 36
User Notification Preferences .................................................................................................. 37
Navigating to My Profile ...................................................................................................................... 37
Setting your Notification Preference .................................................................................................... 37
Setting up a Pager Notification............................................................................................................. 38
Working with Incidents ............................................................................................................. 40
Navigating to Incident Application ...................................................................................................... 40
Service Desk Modules ................................................................................................................... 40
Create a New Incident .......................................................................................................................... 41
Creating an Incident Using a Template.......................................................................................... 43
Managing Incidents .............................................................................................................................. 43
Incident Priority Matrix ................................................................................................................. 43
First Call Resolve........................................................................................................................... 44
Incident States ................................................................................................................................ 44
Auto Assignment ........................................................................................................................... 45
Work Info ....................................................................................................................................... 45
Work Log and INTERNAL Work Log ................................................................................... 45
Resolution Notes ..................................................................................................................... 45
Activity .................................................................................................................................... 46
Related Records ............................................................................................................................. 46
Selecting an Existing Record to Relate ................................................................................... 47
Creating a New Related Record .............................................................................................. 47

UCSF ServiceNow User Guide Page 2 of 84

Working with Requests ............................................................................................................ 49
Navigating to Service Catalog .............................................................................................................. 49
Catalog Items ................................................................................................................................. 50
Requests................................................................................................................................................ 51
Request Items ....................................................................................................................................... 51
Catalog Tasks ....................................................................................................................................... 52
Employee Self Service (ESS) ................................................................................................... 53
Understanding the Employee Self Service ........................................................................................... 53
Navigating to Employee Self Service (customer) .......................................................................... 53
Navigating to Employee Self Service (ITIL User) ........................................................................ 53
Employee Self Service Homepage................................................................................................. 54
Order Things ........................................................................................................................... 54
Knowledge .............................................................................................................................. 55
Get Help .................................................................................................................................. 55
ESS User Guide Link .............................................................................................................. 55
Working with Change Requests .............................................................................................. 56
Change Process..................................................................................................................................... 56
High Level Change Process Workflow.......................................................................................... 57
Change Roles ................................................................................................................................. 57
Type of Changes ............................................................................................................................ 58
Navigating to Change Application ....................................................................................................... 59
Change Modules ............................................................................................................................ 59
Search for Change Records ............................................................................................................ 61
Create a New Change Request ............................................................................................................. 62
Creating a Routine Change ............................................................................................................ 63
Plan, Schedule, and Request Approval................................................................................................. 65
Change Approval .................................................................................................................................. 66
Approval Workflow ....................................................................................................................... 66
Approving the Change ................................................................................................................... 67
Implement Change ............................................................................................................................... 69
Post Implementation Review ................................................................................................................ 70
Close Change ........................................................................................................................................ 70
Change Tasks ....................................................................................................................................... 71
SDLC Release Task.............................................................................................................................. 72
Appendix.................................................................................................................................... 73
Appendix A: Incident Form Field Definitions ..................................................................................... 73
Appendix B: Change Form Field Definitions ...................................................................................... 79
Appendix C: Change State Transition Rules ........................................................................................ 84

UCSF ServiceNow User Guide Page 3 of 84

 About This User Guide
Intended Audience
This user guide is intended for Service Desk Analysts and others who use ServiceNow to
manage Incidents, Requests, Changes, and Tasks.

Contact Us
The following sections provide support information for the ServiceNow application.

Subject Matter Expert

Each department using ServiceNow has one or more Subject Matter Experts (SME) assigned.
The SME is your first level contact for questions or to report problems. Check with your
manager to determine the name of your ServiceNow SME.

General Support
„ Enterprise IT Service Desk
(415) 514-4100
[email protected]
„ Rebecca Nguyen, ITSM Product Manager
(415) 476-6748
[email protected]
„ Ed Martin, Deputy Director, SaaS Platforms
(415) 476-5400
[email protected]

UCSF ServiceNow User Guide Page 4 of 84

Chaptter 1

Gettin
ng Starte
S ed
Intro
oductio
on
ServiceNow is the UCSF Enterprise IT T Service Mannagement tickketing system
m. The platforrm is
provided as a Software as a Service (SaaaS).

Supp
ported Brows
sers
„ Firefox (1.5
( and up) for
f Windows,, Mac, and Linnux
Firefox is
i the recomm
mended browsser for the besst speed and uuser experiennce.
„ Safari (3
3.0 and up) fo
or Windows, Mac
M
„ Productiion versions of
o Google Chrrome for Winndows, Mac
„ Internet Explorer (6 and
a up) for Windows
W
„ Internet Explorer 8:

Notte:
To enssure the propeer response frrom ServiceN
Now when usinng IE 8, you need to enablle
“Compatibility Vieew”.
1. Navigate to the UCSF SeerviceNow weebsite [see “L
Log In” sectioon of this
document].
2. From the To
ools menu, select “Compattibility View Settings”.

UCSF ServiceNow User Guiide Page 5 of 84

 3. From the “C
Compatibility View Settinggs” window, eenter the dom main service-
now.com (iff it’s not alreaady there) andd click the Addd button. Cllose the windoow.

Log In
ServiceNow is using the UCSF
U single sign-on
s tool M
MyAccess, foor authenticatiion.
Log in to SerrviceNow by:
- Opening a supported browser
b and enter
e the URL
L https://serviicenow.ucsf.eedu.
- On the Login
L screen, type
t in your AD
A usernamee and passworrd or your MyyAccess usernname
and passw
word.

Notte:
If you do not want to
t type in you
ur username eeach time, cheeck the Remeember me opption.
Upon logiin, please mak
ke sure you disable
d your browser’s
b popp-up blocker ffor the ServiceNow site. T
This
only need
ds to be done once.
o

UCSF ServiceNow User Guiide Page 6 of 84

Understanding the User Interface
The primary user interface is divided into three areas.

Banner Frame
The banner frame is located across the top and provides the following information and global
navigation controls.
„ Welcome message shows the name of the currently logged in user.
„ Logout returns to the Welcome page for subsequent login.

„ Homepage icon provides links to selectable application homepages.

„ Print icon opens a printable version of the current content frame.

„ Help icon opens the IT ServiceNow Project site (documentation) in another window or
tab.
„ Search text box is where you can quickly search the records of the entire active database.

„ Header Expand/Collapse icon alters the amount of space the banner frame occupies.

UCSF ServiceNow User Guide Page 7 of 84

Application Navigator
An Application is a grouping of modules, or pages, that provide related information and
functionality. For example, the incident application contains modules for creating and viewing
incidents; the configuration management application contains modules for configuring servers,
databases, and networks.
The Application Navigator, or left-navigation bar, provides links to all applications and the
modules they comprise, enabling users to quickly find information and services. The hide
button icon in the banner frame can be used to hide the application navigator.
The Application Navigator header appears above the application list.

It provides these tools:

„ Navigation Filter—filters the applications and modules that appear in the navigator based
on the filter text. To filter:
1. Click Type Filter Text in the Application Navigator header.
2. Begin typing the filter text (for example, type inc for Incidents). The list of items
available in the Application Navigator is filtered as you type.

„ Decrease Font Size icon and Increase Font Size icon changes the font size on all
pages and menus.

„ Refresh Navigator icon refreshes the list of applications and modules.

„ Collapse All Applications icon and Expand All Applications icon collapse all
applications so that only application labels appear, or expand all applications so that all
available modules underneath the application labels appear.

„ Switch Perspective icon filters the available items by role (for example, select ITIL to
show only ITIL items such as Incidents, and filter out Asset Management items such as
Asset Portfolio). You must have access rights to the items to see a perspective in the list. To
see all available applications, click the arrow and select All.

Content Frame
The main area of the primary user interface is the content frame. The content frame displays
pages to which a user navigates. Many types of pages are displayed in the content frame,
including:
„ Homepages—provide easy access to commonly used functions or information. Users and
administrators can customize homepages using the “Add content” link.
„ Lists—display information in a table, such as Incident and Change tickets.

UCSF ServiceNow User Guide Page 8 of 84

 „ Forms—to create or modify an individual record/ticket.
„ Service Catalog—provides a view of the catalog items available to customers. It is similar
to a homepage, where each gauge is a category of catalog items.

Common ServiceNow Icons

Several common icons appear through the system. Become familiar with them so that you can
take advantage of quick access to additional information and functionality.

„ Homepage icon displays your primary homepage when clicked. When you point to the
icon it displays a list of pages identified as homepages for different applications.

„ Reference icon appears in lists and forms. Hover over the icon to display a pop-up box
showing detailed information about the associated record. Click the icon to open the
associated record in form view.

„ Reference Lookup icon appears in forms beside reference fields (fields that contain
data from a different table). Click the reference lookup icon to display a pop-up box listing
records on the referenced table.

„ Choose Date icon when clicked provides a pop-up calendar to select a date/time.

„ Previous icon and Next icon appear on forms. Use these icons to move up (previous)
or down (next) one record at a time.

„ Toggle Tabs icon appears on forms with more than two sections or more than one
related list. Click this icon to toggle between showing the sections and/or related lists in
tabbed format or as a single, scrollable page.

Form Elements
A form displays complete information for one record. Most forms in ServiceNow are similar in
appearance, but the specific information displayed depends on the application.

Title Bar
The title bar displays the title of the form (table) and provides various controls.

UCSF ServiceNow User Guide Page 9 of 84

 „ Back ( )—navigates to the previously viewed page.

„ Form context menu – appears when your cursor hovers on the green back arrow ( ) beside
the form title or right-clicks the title bar.
„ Submit and Close – saves the new record into the database and returns to the previously
viewed page.
„ Save and Close – saves changes to an existing record and returns to the previously viewed
page.
„ Save – saves changes and stays on the record.
„ Auto Assign – sets the Assignment Group based on the administrator managed routing
table. Visible to service desk users on the Incident application only.

„ Attachments ( )—allows you to view and add attachments to the record.

„ Email ( )—opens an email message regarding the information in the open Incident. (Not
available in all applications.)

„ Previous ( ) and Next ( )—open the previous and next record on the list from which the
record was accessed.

„ Toggle tabs ( )—toggles between tabbed and sequential arrangements of related lists and
form sections.

„ Expand/Collapse ( )—expands or collapses all sections or the current section of the

form.

Form Context Menu

The form context menu appears when your cursor hovers on the green back arrow ( ) beside
the form title or if you right-click on the title bar. It provides controls based on the table and
your access rights.
Available options include:
„ Save—saves changes without leaving form view.

UCSF ServiceNow User Guide Page 10 of 84

 „ Templates—allow for creating/applying templates.
„ Export—exports data to PDF.
„ Copy URL—copies to the clipboard the URL for the form view of the record. Follow
browser instructions if browser security measures restrict this function.
„ Reload Form—reloads information from the database to refresh the form view.

Field Types
A field represents an individual data item on a record. You can view and modify fields on a
form. Field types are described below:
„ Mandatory—requires a value before saving the record.
„ Read-only—field is light grey and value may not be edited.
„ Standard data entry—accepts values such as numbers, text, choice lists, dates and times,
and check boxes.
„ Specialized data entry—accepts one or more of the following:
„ Journal –permits text entry. When the record is saved, journal field entries are listed under
the Activity field, marked with the user name and timestamp (example, Work Log on
Incident and Change).
„ Reference – lets you select a record on another table (example, in Incident, the Customer
field references the User table). Reference fields define a relationship between two tables.
„ Duration—permits entering a length of time. The field automatically converts hours to days
for values greater than 24 hours. For example, 30 hours is converted to 1 day and 6 hours.

Field Status Indicator

A field status indicator is a colored bar that may appear next to form fields or sections.

„ Red: Mandatory—required field that is empty. You must enter a value to save the
form.

„ Light Red: Populated Mandatory—required field for which a value has already been
saved in the database.

„ Green: Modified—contains data that has not been saved.

„ Orange: Read-only—user cannot edit this field on the form.

Field Features and Action Buttons

Some fields have special features or action buttons as described below:

UCSF ServiceNow User Guide Page 11 of 84

 „ Type-ahead suggestions – Any field that has a magnifying glass next to it
(Lookup/reference) may have a value entered using Type-ahead. Place the cursor in the
field and start typing a value. A list of values begins to appear.

„ Incorrect Value – When typing a value in a Lookup/reference field, if you type a value that
does not exist in the reference table, the field will display with a red dash underline. You
will not be able to save the record until this field is filled with a correct value.

„ Lookup using List (Reference) – ( ) Any field with a magnifying glass next to it is a
Lookup (reference) field. This field value is set based on values that exist in a related table
(User, Assignment, Work Site, etc.). Clicking the Lookup icon will display a List view of
the reference table. You may sort the list (click column name) and search the list by typing
in the Go to field. Clicking a value in the list will populate it in the corresponding field.

„ Hover Icon – ( ) Placing the cursor over the Hover icon will display a pop-up of more
detailed information about the value of that field.

UCSF ServiceNow User Guide Page 12 of 84

 Notte:
Cliccking on the Hover
H icon wiill take you too the record oof the referencced field valuue.

Sections (T
Tabs)
Sections prov
vide headers for
f a group off related fieldds.

„ To expannd or collapsee a section or journal field,, click expandd ( ) or collaapse ( ) in tthe

section or
o field headeer.
„ To togglle between vieewing tabbed
d or a sequenttial arrangemeent of sectionns, click Togggle
tabs ( ) in the title bar.

Underrstandin
ng Roles
s and Ho
omepages

Roles
A Role is a category that canc be assigneed to a groupp or user, and can be granteed access to
particular parrts of the systtem. Once acccess has beenn granted to a role, all of thhe groups or uusers
assigned to th
hat role are grranted the sam
me access. RRoles can also contain otherr roles, and anny
access granteed to one role will be grantted to any rolee that containns it.
ServiceNow offers multip
ple roles that fall
f into three general classsifications:
1. Adminisstrator - Serv
viceNow adm ministrators cann configure thhe system in m many differennt
ways to address
a an orgganization's business
b needds. They can sset up any of tthe processes
provided
d with ServiceeNow, as welll as assigningg the roles witth access to eaach.
2. ITIL User - IT suppo ort staff uses ServiceNow
S tto track the prrocesses that fulfill servicee
requests. Depending ono your speciffic role and syystem setup, additional funnctionality annd
processes may also bee available. Users
U granted tthe ITIL role can perform standard actioons
T helpdesk tecchnician.
for an IT
3. Employeee Self-Servicce User - Mo ost employeess are self-servvice users, also called ESS
users. Thhey can make requests suchh as ordering a computer, llog incidents such as a servvice
interruptiion, search th
he knowledge base, and vieew articles thrrough a user--friendly webssite
called thee Employee Self-Service
S Portal
P (ESS PPortal) or throuugh the self-sservice appliccation
in ServicceNow.

UCSF ServiceNow User Guiide Page 1

13 of 84
 Homepages
When a user logs into ServiceNow, they’ll see the default homepage for their role (admin, itil,
etc.). If the user has a personalized homepage, they’ll be taken immediately to their homepage
instead.

UCSF ServiceNow User Guide Page 14 of 84

Chapter 2

Using Lists
Lists display information from a data table. Users can search, sort, filter, and edit data in lists.
Lists also may be embedded in forms and may be hierarchical (have sublists).
The list interface contains four main elements:
„ Title bar
„ Breadcrumbs
„ Column headings
„ Fields
A response time indicator ( ) may appear at the bottom right of some lists to indicate the
processing time required to display the list.

Title Bar
The title bar displays the title of the list (table) and provides the following controls:

„ Title menu – appears when you click the arrow beside the list title. It provides the
following list controls:

UCSF ServiceNow User Guide Page 15 of 84

 „ Refresh List – refreshes the list to show changes immediately.
„ View – changes the columns and order of the list to a predefined layout.
„ Filters – applies a saved filter.
„ Group By – aggregates records by a field.
„ Show – changes the maximum number of records per page
„ New – opens a blank form that allows user to create a new record in the list.
„ Go to or Search – finds information in the current list. To learn more, see the “Finding
Information in Lists” section of this document.

Breadcrumbs
Breadcrumbs offer a quick form of filter navigation. A filter is a set of conditions applied to a
table in order to find and work with a subset of the data in that table. The current filter is
indicated by a hierarchical list of conditions-breadcrumbs-at the top of the table. To learn more,
see “Using Filters and Breadcrumbs” section of this document.

Column Headings
Column headings display column names and provide the following controls:

„ Sorting – Click the column name to sort the list in ascending order. Click again to sort in
reverse order. Sorting is not available on time fields such as Duration.
„ Right-click menu, also called context menu – offers these controls:
„ Sort (a to z) and (z to a) – sort in ascending and descending order.
„ Group By – aggregates records by a field. To learn more, see the “Finding
Information in Lists” section of this document.

UCSF ServiceNow User Guide Page 16 of 84

 „ Bar and Pie Charrt—create quiick bar and piie chart reporrts based on thhe filter criterria of
the list.
l You can modify thesee reports or crreate gauges ((depending onn access rightts).
„ uires access riights)—proviides administrrative functioons related to the
Perssonalize (requ
info
ormation displlayed and how w it is controllled.
„ Exp L (administrattors only), or PDF.
port—exports data to Excell, CSV, XML
„ Upd
date Selected and Update All
A (administrrators only)—
—change appliicable field vaalues.
„ Imp
port XML (administrators only)—impor
o rt data from aan XML file.

„ Personaalize List ( )—customizee the list layouut for the currrent user. Too learn more, see
“Creatin
ng Personal Liists” section of
o this docum
ment.

Field
ds
Fields display ovide the folllowing functioonality:
y data and pro

„ Links – Click the refe

ference icon or first columnn field to openn the record iin form view.
Links to related recorrds are also av
vailable.
„ Editing – changes thee informationn in one or moore records. T
To learn moree see the “Ediiting
Lists” seection of this document.

„ Referennce Icon - provides detaailed informattion about thee record. Poinnt to the referrence
icon to open
o a pop-upp window, or click it to opeen the record in form view
w.
„ Right-cliick menu, alsso called conteext menu – offfers the folloowing optionss:
„ Sho
ow Matching and Filter Out
O – provide quick filter ooptions.
„ Coppy URL to Cllipboard – coopies to the cllipboard the U
URL for the fform view of the
reco
ord. Follow browser
b instru
uctions if brow
wser security measures resstrict this funcction.
„ Assiign to me, Ap
pprove, and Reject
R – provvide quick eddit options.

UCSF ServiceNow User Guiide Page 1

17 of 84
Using Filters and Breadcrumbs

Breadcrumbs
Breadcrumbs offer a quick form of filter navigation. They are ordered from left to right, with
the leftmost condition being the most general and the rightmost condition being the most
specific. Clicking a breadcrumb removes all of the conditions to its right. Clicking the
condition separater (>) before a condition removes only that condition.

In the example, clicking Priority = 2 removes the condition Category = Software and returns all
active incidents with a priority of 2. By contrast, clicking the condition separator (>) before
Priority = 2 removes the condition Priority = 2 and returns all active incidents in the software
category. In both cases, removing a condition returns a larger result set.
Finally, clicking Incidents goes to the top of the hierarchy, removing all conditions and
returning all incidents in the system.
Additional navigational functions are available. Right-click a breadcrumb and select:
„ Open new window – opens the results list for the breadcrumb in a new tab or window.
„ Copy URL – copies to the clipboard the URL for the results list of the breadcrumb.
Follow browser instructions if browser security measures restrict this function.
„ Copy query – copies to the clipboard the encoded query for the breadcrumb. This
selection is not available for All breadcrumb. Follow browser instructions if browser
security measures restrict this function.

Quick Filters
To quickly filter a list by a value in a field, right-click and select Show Matching of Filter Out
(for date fields choose from Show Before, Show After, and Filter Out). These functions add a
condition as a rightmost breadcrumb of the current filter.

UCSF ServiceNow User Guide Page 18 of 84

 In this exampple, right-clicking Active and
a select Shoow Matchingg adds the conndition Incideent
state = Active as the most specific conddition of the ffilter. By conntrast, right-cllicking Active and
selecting Filtter Out adds the condition
n Incident statte != Active aas the most sppecific conditiion of
the filter.

Creatiing Filte
ers
When a filterr is applied, only
o items thaat meet the connditions are rreturned. A coondition consists
of three partss: a field, an operator,
o and a value. The illustration shhows a filter w with two
conditions: Active
A is true and
a Priority is i high. This ffilter displayss all active inccidents with a high
priority.

To create a fiilter:

1. Open thee Smart Filter condition bu

uilder by clickking the arrow
w ( ) beside tthe breadcrum
mbs.
Select a fiield from the drop-down liist.
The fieldd type determiines the available operatorrs and values. For examplee, the Priority field
may havee a value of Critical,
C High,, Moderate, oor Low, while a text field mmay have manny
different values. Simillarly, the “greeater than” opperator does nnot apply to thhe Assigned tto
field, butt it does apply
y to the Prioriity field.
Select an operator from
m the drop-do
own list.
Select or enter
e a value, if appropriatte.
Add or remove conditiions until the desired filter is constructe d:

UCSF ServiceNow User Guiide Page 1

19 of 84
 „ To add a top-level condition, click Add AND condition ( ) or Add OR condition (
) on the Smart Filter tool bar, above the conditions.
„ To add a dependent condition, click Add AND condition or Add OR condition
beside the condition.
„ To remove a condition, click Delete ( ) beside the condition.

To specify the sort order of the results, click Add Sort ( ), then select a field to sort by and a sort
order.
Click Save Filter to keep the filter for future use. To learn more, see Saving Filters in the next section
below.

Click Run ( ) to apply the filter.

Saving Filters
Depending on your role, you may save filters for everyone, a user group, or yourself.
1. Create or modify a filter.
Click Save Filter.
Enter a name for the filter in the Save as field.
Select who the filter is Visible to:
„ To create a personal filter (available to all roles), select Me.
„ To create a global filter (role-based availability), select Everyone.
„ To create a filter for a specific user group (role-based availability), select Group and
then enter or search for the group name.
Click Save.

Using Saved Filters

To apply a saved filter, select the filter name in the title menu. The filter runs and the
breadcrumbs appear.

UCSF ServiceNow User Guide Page 20 of 84

 To edit your personal filters, select Edit personal filters from the title menu. The Filter table
(with the filter User = [current user]) opens. Filters created from this view are saved as
personal filters for the current user.

Deleting Filters
To delete a personal saved filter:
1. Navigate to System Definition > Filters.
„ To see who created the filter and when, personalize the list to add the created_by and
created fields.
„ To see who has access to the filter, personalize the list to add the user, group, or
domain fields. Filters that are not assigned to a user or group are global.
Click the filter name and click Delete, then confirm the request.

Creating Personal Lists

Personal lists modify a specific list view according to individual preferences. Users can create
personal lists. Administrators can manage the personal lists function.
Personal list layout options include:
„ Column selection and order
„ Row spacing
„ Text wrapping
„ List editing

UCSF ServiceNow User Guide Page 21 of 84

Perso
onalizing
g a List
To personalizze a list:
1. Open thee list.

Click Perrsonalize Listt ( ) in the upper

u left corn
ner.
Use the sllushbucket to select the collumns and thee order in whhich you wish them to appeear.
The first non-referencce field autom
matically linkss to the form vview of the reecord. For this
reason, consider
c usingg the record number
n as the first column in your persoonal list layouut.
Select display options.
„ To display
d long text
t on more than
t one line,, select the W
Wrap column text check boox.
Cleaar the check box
b to display
y text on one lline.
„ To condense
c the vertical spacee between row
ws , select thee Compact roows check boox.
Cleaar the check box
b to use standard row sppacing.
Select listt editing optio
ons (requires setup).
s
„ To allow
a the list editor to open
n for the list, select the En
nable list editt check box. C
Clear
the check
c box to prevent the liist editor from
m opening forr the list.
„ To open
o the list editor
e with a double-click,
d select the Doouble click too edit check bbox.
Cleaar the check box
b to open th he list editor uusing a singlee click.

Note:
If you do nott want to typee in your usern
name each tim
me, check thee Remember me option.

„ To reset a list to the default

d nalize List ( ) and selectt the Reset to
layout, click Person
column defaults checck box.

„ i personalized, an indicato
If a list is or ( ) appearrs in the uppeer left corner

UCSF ServiceNow User Guiide Page 2

22 of 84
Finding Infformattion in Lists
Users can qu
uickly find infformation in a list by searcching, sorting,, and groupinng the list.

Searc
ching a List
L
The list title bar
b includes options
o for seearching the liist. A drop-doown list lets yyou indicate
whether to seearch a speciffic field only (Go
( to), or to search all fieelds in the reccord (Search)..

To use the Go to or Search

h field on the title bar:
1. Select a field
f (for Go to) or select for
f text (for S
Search).

2. Enter thee search text and

a press Entter or click Seearch ( ).
„ Go to - for most fields, sorts by
b the selecte d field and reeturns recordss where the fieeld
valu
ue is equal to or greater thaan the search term. For Nuumber fields, ffinds the recoords
wheere the field value
v ends witth the value enntered.
„ Search - returns records that contain
c the seearch term in any field.
List searchess support wild more, see “Willdcard Searchhes” section of this
dcard searchess. To learn m
document.

Sortin
ng a Listt
To sort a list,, use one of th
he following methods:
m
„ Click a column
c name to sort the lisst in ascendinng order. Clickk again to sorrt in reverse oorder.
„ Right-cliick a column name and sellect Sort (a too z) or Sort ((z to a) to sortt in ascendingg or
descendiing order, resp
pectively.
„ Specify a sort order with
w a filter. Filters
F providee for sorting bby more than one column ((for
examplee, by Categoryy and then Suubcategory). T
To learn moree, see the “Ussing Filters annd
Breadcru
umbs” section n of this docu
ument.

UCSF ServiceNow User Guiide Page 2

23 of 84
 The current sort
s order is inndicated by an n arrow next to the columnn name ( , uup for ascendiing
and down forr descending)). Only the priimary sort ordder is indicateed.

Group
ping Item
ms in a List
L
Grouping agg gregates a listt by a field an
nd displays thhe record counnt per group. Grouping cann help
users find datta quickly by organizing anda providing a summary oof search or fiilter results. F
For
example, thiss picture show
ws active incid dents groupedd by caller.

To group item
ms in a list, use one of thesse methods:
„ On the tiitle bar, click the title menu Group By. Seelect the field by which to ggroup
u and select G
the list. To
T remove a grouping,
g select -- None ---.
„ Right-cliick the colum
mn name and select
s Group By. To remoove a grouping, select
Ungroup p.
To use a grou
uped list:
„ a named thee values of the field selecteed for groupinng.
Groups are
„ Record count
c per grou
up appears neext to the grouup name.
„ (Lists orriginal) The to
otal number of
o items in thee list (all grouups) appears nnext to the listt
name at the top of thee list.
„ To expan
nd or collapsee a group, clicck the arrow ( ) next to thhe group namee.
„ To expan
nd or collapsee all groups, click
c the arrow
w at the top oof the list.
„ To open the full list for
fo a group, cllick the groupp name.
„ The max
ximum numbeer of records shown per grroup is the num
mber of recorrds per page iin list
view.
„ s all records for a given group, open tthe full list.
To see
„ To change
c the nu
umber of reco
ords per page,, click the titlee menu and seelect Show.

UCSF ServiceNow User Guiide Page 2

24 of 84
 „ The maxximum numbeer of groups shown
s is 100 by default, buut may be connfigured by aan
administtrator.

Editing Lis
sts
Users can edit data in listss using a varieety of methodds:
„ plicable field values using the right-clicck menu.
Quick edit functionss - change app
„ List edittor - edit field
d values in a list
l without oppening a form
m.
„ Multiplee records - ed
dit more than one record aat the same tim
me using the llist editor or aan
editing form.
f

Quick
k Edit Fu
unctions
s
To edit a reco
ord in a list using quick ed
dit functions, rright-click a ffield and select the approppriate
function:
„ Assign to
t me - for reccords that usee assignmentss, adds the loggged in user'ss name into thhe
Assigned
d to field
„ Approvee - for records that use app
provals, changges the recordd's approval sstate to Approoved
„ Reject - for records th
hat use approvals, changess the record's approval statte to Rejectedd

Using
g the Lis
st Editor
The list edito
or allows userrs to edit field
d values directtly from a listt without navvigating to a fo
form.
The list edito
or is only avaiilable on field
ds and tables cconfigured byy the Adminisstrators.
To use the lisst editor:
1. Double-cclick in an em
mpty area of th
he field. The aappropriate eeditor for the ffield type opeens.
„ Befo
fore the list ed
ditor opens, acccess rights too edit the fieldd are verifiedd. A loading
indiicator appearss if this processs takes longeer than expeccted.
„ If th
he field has a dependency relationship
r (ffor example, Category andd Subcategoryy),
thenn a compositee editor opens to allow editting of all deppendent fieldss. You must hhave
righhts to edit all dependent
d fields to use thee list editor.

Enter the appropriate values

v and clicck Save ( ),, or click Can
ncel ( ) to reetain the original value.

UCSF ServiceNow User Guiide Page 2

25 of 84
 Editing Multiple Records
Users can edit multiple records at the same time using the list editor. If you wish to update a
single field on multiple records to have the same value, the list editor is the quickest method.
To edit multiple records in a list using the list editor:
1. Select the records you wish to edit:
„ To select multiple consecutive fields, hold SHIFT and drag in the desired fields, or
select a cell and then press SHIFT + UP ARROW or SHIFT + DOWN ARROW.
„ To select multiple non-consecutive fields, press SHIFT and click in one of the desired
fields, then hold SHIFT + CTRL (SHIFT + Command, Mac), and click in the
desired fields.
Open the list editor by double-clicking (or clicking, depending on setup) in an empty area of the field.
„ The number of selected rows that will be edited is indicated. If any rows cannot be
edited (due to security constraints), that is indicated.
Enter the appropriate values and click Save.

UCSF ServiceNow User Guide Page 26 of 84

Chapter 3:

Search in ServiceNow
Searching in ServiceNow can be performed in several places, depending on your current needs
and the type of search. Use any of the following searches to find information in ServiceNow:
„ Global Text Search - find records in multiple tables from a single search field.
„ Knowledge base Search – find knowledge articles.
„ Lists Search – find records in a list; search in a specific field (Go to) or in all fields
(Search).
„ Navigation filter – filter the items in the application navigator.

Using Global Text Search

Global text search finds records in the multiple tables from a single search field. To perform a
global text search, click in the search box (located in the upper right of the banner frame).

Search results are grouped into logical collections called search groups. Users can search the
groups for which they have access rights. Within each search group, results are divided by
table. The default search groups are:
„ Tasks: e.g., Incidents, Change Requests, Problems, Requests
„ People & Places: e.g., Users, Groups, Locations
„ Knowledge & Catalog: Knowledge Base and Service Catalog
Knowledge and Service Catalog results are displayed as they are in their respective applications,
while other results are displayed in list format.

UCSF ServiceNow User Guide Page 27 of 84

Search Suggestions
The knowledge base and global text searches provide suggestions as you type. Type-ahead
suggestions appear under the search box in the upper right of the banner frame. Suggestions are
based on similar searches that begin with the same characters.

Deselect Results
If you do not want to search some groups or tables, you can deselect a search group or table on
a per-user basis. Your preference is saved for subsequent searches. To deselect a search group,
uncheck its checkbox on the search result page:

UCSF ServiceNow User Guide Page 28 of 84

 If you click a search group’s link (e.g., the blue “Tasks” link in the above screenshot), you will
get a dialog where you can deselect specific tables in each group:

Searching the Knowledge Base

You can search the knowledge base for specific articles or topics. Using the knowledge base
text search, you can filter, organize, and refine search results. Using advanced search, you can
filter your search results by topic, category, search location. You can also search the knowledge
base directly from forms by using the knowledge icon .
To search the knowledge base:
1. X
2. Xx

Finding Information in Lists

Users can quickly find information in a list by searching, sorting, and grouping the list. More
information about list can be found in “Using Lists” section of this document.

UCSF ServiceNow User Guide Page 29 of 84

Using the Naviga
N ation Filter
F
The navigatio on filter helpss users quicklly access infoormation and sservices by fiiltering the iteems
in the applicaation navigatoor. More info ormation abouut Navigationn Filter can bee found in thee
“Applicationn Navigator” section
s of thiss document.

Adva
anced Searching Options
O s
Use any of th
he following advanced
a searrch options foor more speciific queries:
„ Wildcarrds: use symb
bol to represeent zero or moore characterss.
„ Phrase searches:
s fin
nd a phrase with multiple teerms.
„ Go to op f lists searchhes of a speciific field.
ptions: contrrol the query for
„ Boolean
n operators: refine searches with operaators such as A
AND and OR
R.
„ Attachm
ment searches: search in files
f that are aattached to records.

Wildcard Sea
arches
Wildcards arre available fo
or three types of searches.
To perform a single character wildcard d search, use tthe percent (?) symbol. Thhis wildcard ffinds
terms that contain any onee character to replace the qquestion markk. For example, to find texxt or
test, search fo
or:
te?t
To peform a multiple charracter wildcarrd search, usee the asterisk ((*) symbol. T
This wildcardd
finds terms th
hat contain 0 or more characters to replaace the asterisk. For exammple, to find
planned or pllaced, search for:
pl*d

Note:
ot use an asterrisk (*) or queestion mark (??) symbol as tthe first charaacter of a searrch.
You canno

Phras
se Searc
ches
Use quotationn marks to seearch for a phrrase with mulltiple terms. P
Phrase Searchhes finds onlyy
matches that contain the exact
e words inn the exact ordder you speciify, ignoring sstop words
(common wo ords that are excluded
e from
m searches) annd punctuatioon. For exampple, the followwing
searches retu
urn the same results
r becausse the stop woord a is ignoreed:

UCSF ServiceNow User Guiide Page 3

30 of 84
 “email pa
assword”
“email a password”
”

Note:
Wildcards do not work within
w quoateed phrases; thhey are ignoreed as punctionnation.

Go To
o Option
ns
You can use Go to for listt searches of a specific fieldd. For most fi fields, Go to uuses a greater than
query by defa
fault, meaning g that it first sorts the recorrds on the seleected field, thhen finds the ffirst
record that sttarts with the text and all following
fo recoords. For Nummber fields, G Go to uses an eends
with query by y default, meaning that thee search findss all records w where the num mber field endds
with the enteered number.
Use the following options to control the Go to queryy:
„ *searchtterm or %searchterm%: use a CONT
TAINS filter ffor "searchterm
m"
„ %search
hterm: use an
n ENDSWITH
H filter for "ssearchterm"
„ searchteerm%: use a STARTSWIT
TH filter for ""searchterm"
„ =searchterm: use an EQUALS fillter for "searcchterm"

Boole
ean Operators
Boolean operrators combin
ne search term
ms with logic operators. Thhe following ssearches suppport
boolean operrators:
„ Global teext search
„ Knowled
dge base
„ Lists (tex
xt searches off all fields)
For these seaarches, the AN
ND operator is
i applied by ddefault, whichh means if noo Boolean opeerator
is entered bettween two terrms, the AND
D operator is uused. For knoowledge base searches, if thhe
AND search returns poor results, the seearch is autom
matically re-ruun with the O
OR operator.

OR or verrtical Find
ds a match if either of thhe terms exisst in a docum
ment (a unionn
bar symbo
ol (|) usin
ng sets). For example, too find documments that coontain either
"em
mail passworrd" or just "eemail", searcch for:

"em
mail passwo
ord" OR em
mail

or

UCSF ServiceNow User Guiide Page 3

31 of 84
 "email password" | email

AND Finds a match if both terms exist in a document (an intersection of

sets). For example, to find documents that contain "CPU load" and
"10 minutes", search for:

"CPU load" AND "10 minutes"

NOT, minus (-), Excludes documents that contain the term after NOT (a difference
or exclamation of sets). For example, to find documents that contain "CPU load"
point (!) but not "10 minutes", search for:

"CPU load" NOT "10 minutes"

or

"CPU load" -"over 10"

The NOT operator cannot be used with just one term. For
example, the following search returns no results:

NOT "10 minutes"

NOT must be a stand-alone word. For example:

atom NOT ion excludes the term ion

NOTION searches for the term notion

Minus and exclamation point must immediately precede the

excluded term. For example:

email !Joe Excludes Joe

email ! Joe Includes Joe.

Searching for Attachments

Searches return matches in attachments when the attachment indexing option is enabled for the
table you are searching. By default, this option is enabled for the knowledge base.
Administrators can enable or disable this option for any table.

UCSF ServiceNow User Guide Page 32 of 84

Chapter 4:

Reports
Reports allow users to generate charts from any data in the database. Reports can be used as
homepage or content gauges, published to a visible URL, or scheduled to be run and distributed
at regular intervals. Generate reports from Reports > View / Run.
You can generate pie and bar charts directly from a list by right-clicking a column header. For
example, in the Incident list, right-click Category and select Bar Chart. A chart displaying the
distribution of categories for incidents in the list appears.

Running Reports
Reports can be accessed through the left navigation bar. Use one of the following methods to
navigate to reports:
„ In the application navigation (left side) expand the application “Reports” and click the
module “View / Run”; or
„ In the navigation filter (“Type filter text” box), type the application name “rep” and click
the module “View / Run”.

UCSF ServiceNow User Guide Page 33 of 84

View / Run Module
The View / Run module takes you to the main Reports window. Reports are grouped by:
„ Global Reports - Certain common reports are stored as global reports, accessible from the
View / Run module under the Reports application. Selecting any of the global reports will
open the Run Report page with the global report's information already filled in. Selecting
'new' report also displays the Run Report page, but with the fields blank.
„ My Saved Reports - If you modify an existing Global or Group report (and Save with
“Visible to” = Me), your saved report will save under the My Saved Reports section.
„ My Groups Reports - The reports listed here are visible to only your group. The Parent
group may be used (such as ITS or Medical Center IT) or a specific assignment group.

Run Report

UCSF ServiceNow User Guide Page 34 of 84

 The run report page allows you to tailor reports of different types, using different data. From
here, the report can be scheduled to be re-run and emailed at regular intervals, published to a
visible URL, transformed into a homepage or content gauge. For more information, view
“Report Types” section of this document.

Report Types
These are the most common types of reports that are generated:
„ Pie Charts
„ Bar Charts – Vertical and Horizontal
„ Lists
„ Pivot Tables
Other types of available reports are: Box Charts; Calendars; Control Charts; Histograms; Line
Charts; Pareto Charts; Trend Charts; Trendbox Charts

Creating Reports
It is recommended that you consider creating a new report by just modifying an existing report.
To create a new report:
1. From the left navigation pane, select Reports > View/Run.

2. Click the button at the top of the list

3. Define the parameters of the report
4. Click the Save or Insert Button

UCSF ServiceNow User Guide Page 35 of 84

 Note:
g a report, avo
When saving oid characterss such as '&', ';', or ','.

Editing an Existing Re
eport
To edit an ex
xisting report:
1. From thee left navigation pane, select Reports > View/Run
2. Open a reeport from th
he list
3. Adjust an
ny parameterss as needed
4. Save the report, and th
hen return to the report listt
„ Update - Overwrite in
nitial report, returning
r to tthe report list
„ Save - Overwrite
O initiial report, stay
ying on the reeport form
„ Insert - Create a new
w report. Be sure to changee the name

Creatiing a Re
eports frrom a List
You can geneerate adhoc sttyle reports directly
d from a List:
1. Navigatee to the list forr which you want
w to createe a report
2. Right click on the colu
umn header you
y want to grroup your repport by
3. Select Piie Chart or Bar
B Chart fro
om the drop-ddown menu

4. Click thee icon to th

he left of the Reports
R link
5. Save the report:
„ nitial report, staying on thee report form
Update - Overwrite in m
„ Save - Overwrite
O initiial report, retu
urning to the report list
„ Insert - Create a new
w report. Be sure to changee the name, annd then returnn to the reportt list

Exporting and
a Saving Reports
List reports may
m be exporrted in three formats
fo Excel , CSV, PDF. Right-click oon a column
header and seelect Export.
Pie, Bar, Piv
vot reports maay be saved by:
b
„ Right-cliicking on the image and seelecting “Savee Image as”; or
„ Copy to a screen captture program; or
„ Highligh
ht values (pivot) and copy to Excel.

UCSF ServiceNow User Guiide Page 3

36 of 84
Chapter 5:

User Notification Preferences

ServiceNow will, by default, send you email notifications of ticket assignments. You can add a
Pager notification as well as turn off/on the standard email notifications.

Navigating to My Profile
You can navigate to your User Profile, using one of these methods:
„ In the application navigation (left side) expand the application “Service Desk” and click the
module “My Profile”; or
„ In the navigation filter (“Type filter text” box), type the application name “prof” and click
the module “My Profile”.

Setting your Notification Preference

You can turn on or off a notification. To turn on or off a notification:
1. Navigate to your User Profile. From the left navigation pane, select Service Desk > My
Profile.
Select the Notification Preferences link under Related Links.

UCSF ServiceNow User Guide Page 37 of 84

Select the radio buttons to turn your subscriptions on or off and click Save.

Setting up a Pager Notification

To add a Pager notification:
1. Navigate to your User Profile. From the left navigation pane, select Service Desk > My
Profile.
2. Locate the Notification Devices tab and select New. The Notification Device form will
open.
3. In the Name field, enter “USAM – <your name>”.
4. In the Type field, select Email.
5. In the Email address field, enter the email address for your pager (e.g.,
[email protected]).
6. Click the Submit and Close button. You will return to your User record.

UCSF ServiceNow User Guide Page 38 of 84

 7. Locate the Notification Messages tab and select New. The Notification Messages form
will open.
8. In the Name field, enter “USAM – Inc Assignment”.
9. In the Notification Message field, select Incident assigned to me.
10. In the Device field, select USAM - <your name>.
11. In the Advanced filter field, select the checkbox.
12. In the Conditions field, configure the condition in which you want the notification to be
sent. For example, Priority is one of 1-Critical and 2-High.
13. Click Submit and Close button.

UCSF ServiceNow User Guide Page 39 of 84

Chapter 6:

Working with Incidents

The ServiceNow platform supports the Incident Management process with capabilities to record
incidents, classify according to impact and urgency, assign to appropriate groups, escalate, and
manage through to resolution and reporting.

Navigating to Incident Application

To work with Incident, you will use the Service Desk application. Use one of the following
methods to navigate to the Service Desk application:
„ In the application navigation (left side) expand the application “Service Desk”.
„ In the navigation filter (“Type filter text” box), type the application name “Service Desk”.

Service Desk Modules

The Service Desk application provides commonly used modules for users to manage their work:

„ Homepage – Opens the ITIL Homepage.

„ Create New Incident – Opens a new Incident Ticket Form.
„ Customers – Opens the Users table listing customer user records.
„ Incidents – Opens the Incident table in list view. Displays all Incidents.
„ My Queue – Opens the base Task table in list view. Displays all open tickets [incident,
change, request items] that are assigned to you.

UCSF ServiceNow User Guide Page 40 of 84

 „ My Team Queue - All A – Opens th he base Task ttable in list viiew. Displays all open tickkets
[incidentt, change, req
quest items] th
hat are assignned to your asssignment grooup(s).
„ My Team Queue - Unassigned
U – Opens the baase Task tablee in list view. Displays alll open
tickets [iincident, chan
nge, request ittems] with noo “Assigned tto” value that are assigned to
your assignment grou up(s).
„ Dashboa
ard - Opens the
t Incident Overview.
O
„ My App
provals – Disp
plays all apprrovals assigneed to you as aapprover.
„ My Proffile – Opens your
y User reccord.

Crea
ate a Ne
ew Inc
cident
To create a new
n Incident:
14. Perform one of the folllowing optio
ons to navigatte to the Inciddent form.
„ In th
he application
n navigation (left
( side) exppand the appliication Servicce Desk and cclick
the module
m Crea ate New Inciddent; or
„ In th
he navigation
n filter (“Typee filter text” bbox), type the application nname “inc” annd
click
k the module Create New Incident
15. In the Cu
ustomer field
d:
„ Typ
pe a few letterrs of the custo
omer’s name tto display a liist of possiblee matches. Prress
Tab or Enter to select a name.

„ Alteernatively, seaarch for a nam

me by clickingg the referencce lookup icoon .

Notte:
If you arre creating an
n Incident for a customer thhat is outside the UCSF cuustomer base, you
t customer name Extern
can use the nal Customerr.
„ Usin
ng External Customer
C addss two requiredd fields Actuaal Name and Callback num
mber.
A th
hird optional field
f Non-UC
CSF Email is aalso availablee.
„ If an
n email is entered into the Non-UCSF E Email field, nootifications w
will be sent,
howwever, the customer will no ot be able to uuse the Emplooyee Self Servvice (ESS).

UCSF ServiceNow User Guiide Page 4

41 of 84
In the Work site field
d:
„ Typ
pe a few letterrs of the work
k site name to display a listt of possible m
matches. Press
Tab or Enter to select a work site.
s

„ Alteernatively, seaarch for a worrk site by cliccking the refeerence lookupp icon .

Notte:
This fielld may be req
quired based on
o the value s elected in thee App/Business Services fiield.
In the App/Business Services
S field::
„ Typ
pe a few letterrs of the appliication or bussiness service to display a llist of possiblle
matches. Press Tab
T or Enter to t select a woork site.
„ Alteernatively, seaarch for an ap
pplication or bbusiness serviice by clickinng the referennce
look
kup icon .
mptom field, select a symp
In the Sym ptom that besst describes thhe affected appplication or bbusiness serviice.

Notte:
There aree nine global symptoms av vailable. Howwever, there m
may be additioonal symptom
ms
availablee based on you
ur selection in
n the App/Buusiness Servicces field.
In the Imp
pact and Urg
gency fields:
a. Select
S an impact that best represents
r thee impact of thhe Incident onn the end userr.
b. Select
S an urgeency that bestt represents thhe end user’s tolerance for delay.

Notte:
These twwo fields set th
he Priority fieeld. More infformation aboout Priority caan be found inn the
“Priority
y Matrix” secttion of this doocument.
In the Asssignment grooup and Assig
gned to field,, select the grroup and (optiionally) an inndividual whoo will
work on the Incident.

Notte:
For the Assigned
A to field,
fi n only assignn tickets to an individual onnly if you are a
users can
member of the group selected in th he Assignmen nt group fieldd. This restricction does noot
apply to the Service Desk
D staff.

In the Sho
ort Descriptiion field, typee a short descrription of the Incident

UCSF ServiceNow User Guiide Page 4

42 of 84
Click the Save button.

Creatiing an In
ncident Using a Templa
ate
Templates caan quickly pop pulate certain
n fields with sspecific valuees. Initially, ssome templatees
have been creeated for use by Service Desk
D staff.

To create an Incident usin

ng a template:
16. Right-cliick in the Title Bar.
xt Menu, selecct Templates Æ Apply Tem
From the Form Contex mplate.
Select thee template; thee template populates the fo
orm with pre--defined valuees such as Appp/Business
Service annd Symptom.

Notte:
If you select a templatte on a non-bllank form, thee template wiill overwrite eexisting field
values.

Mana
aging Incidents

Incide
ent Priorrity Matrrix
The value off the Impact fiield AND the value of the Urgency fieldd will automaatically set thee
Priority field
d. The value set
s in the Prioority field direectly affects S
SLA metrics ((response andd
resolution tim
mes), notificattions, etc.

UCSF ServiceNow User Guiide Page 4

43 of 84
 „ Impact - defines the scope of the problem and is determined by the ITIL user. Options are
1-High (everyone), 2-Medium (one group), 3-Low (one person). Default is 3-Low.
„ Urgency – Value may be populated by customer from the ESS. The best practice to not
change this field if value is set from ESS. Options are 1-High (emergency), 2-Medium
(immediate), 3-Low (future schedule). Default is 3-Low.
„ Priority – Read only. Urgency + Impact calculate priority. See the matrix below.

First Call Resolve

Service desk staff has the ability to mark a ticket as “First Call Resolved”. This button displays
on the Title Bar when a ticket has been opened but not yet saved. For reporting purposes, most
service desks want to calculate the number of tickets that are resolved on the customer’s first
call.
„ Required fields Customer, App/Business Service, [possibly Work site], Symptom, Short
Description, must have appropriate values.
„ Resolution Notes field must also contain a value [emailed to customer].
„ Click the “First Call Resolved” button and the following happens:

„ The Incident State is changed to Completed.Resolved.

„ The First Call Resolve checkbox on the System Info tab is checked [for reporting
purposes].
„ The Incident form is saved and closed, returning you to your previous location.

Incident States
The Incident State field indicates where in the lifecycle the Incident is at. The drop-down
values are groupings of WIP (Work In Progress), Pending, and Closed.

UCSF ServiceNow User Guide Page 44 of 84

 „ When creating a new Incident, the Incident State defaults to WIP.Open. If the Incident is
assigned to the group level only (no Assigned to), the value stays WIP.Open.
„ When the Incident is assigned to an individual (Assigned to),the state automatically
changes to WIP.Assigned.
„ When the individual assignee opens the ticket, the value auto-changes to
WIP.Acknowledged.
„ Once the ticket is saved at least once, the Pending and Complete.Resolved state becomes
available.

Auto Assignment
Service Desk staff see a button called Auto Assign near the Save button. Pressing the Auto
Assign button will select the appropriate Assignment group based on a combination of values
from the fields: Customer Company, Desktop Service Type, Work site, Symptom,
App/Business Service.

Work Info

Work Log and INTERNAL Work Log

The Work Log and INTERNAL Worklog fields are journal fields that provide a space to
document the work being performed. These fields are entry fields only. Once you save the
ticket, these values are copied to the journal and visible in the Activity log [see below].
„ Work Log: The work log entries may be seen by customers from the ESS. Providing
details and status updates on the issue here.
„ INTERNAL Worklog: These entries are more sensitive and will not be seen by customers
from the ESS (Reminder: No SSN or identifying patient info should be captured here).

Resolution Notes
Resolution notes field is a standard data entry field and is required. Enter essential information
regarding the resolution of the ticket here.

UCSF ServiceNow User Guide Page 45 of 84

 Note:
This informaation will be copied
c to the customer
c in thheir ticket ressolution email. Please use care
when enterin
ng this informmation.

Activity
The Activity log captures field value ch hanges, workklog entries, annd email notiifications. Thhis
log serves as the in-ticket audit trail.

Relate
ed Reco
ords
Related recorrds display reecords in anotther table thatt have a relatiionship with tthe Incident
record. The related
r recordds are located
d at the bottomm of the ticket.

UCSF ServiceNow User Guiide Page 4

46 of 84
 „ Incident - View related Incidents; Can create a “child” Incident here.
„ Approvers - View Approvers. [Used in limited circumstances.]
„ Task Surveys - View Survey for this record.
„ Task SLAs - View existing SLAs for this record.
„ MC Computer Asset - Used by Medical Center IT
„ Requests - View related Requests (base form of Service Request)
„ Requested Items (Service Request items) - View related Requested Items (Service
Request order items)
„ MC Computer Parts Lists - Used by Medical Center IT
„ Change Requests - View related Change Requests; Can create a related Change here.

Selecting an Existing Record to Relate

To select records for a related list:
1. From the record for which you are selecting related records (example, an Incident); Locate
the related list (example, Change Request).
2. Click Edit....
3. Using the slush bucket, select the records to associate with the current record.

4. Click the Save button.

Creating a New Related Record

To create a new related record to list:

UCSF ServiceNow User Guide Page 47 of 84

 1. From the Incident record, locate the Related Records located at the bottom of the form.
2. Select one of the Related Records, for example, Incident and Click the New button. A new
form for the related record opens.

3. Complete the new record.

4. Cick Submit and Close. The new related record is added to the related record list for the
Incident.

UCSF ServiceNow User Guide Page 48 of 84

Chaptter 7:

Work
W king with
w h Req
ques
sts
Request Fulffillment deliveers the goods and services that customeers request thrrough the Serrvice
Catalog. Thee Service Catalog applicatiion is a way ffor customerss to order pre--defined, goodds
and services. It offers a co
onsistent and intuitive onliine ordering eexperience wiith as much
flexibility as you need. Th
he catalog is a structured coommodity wiith its own deescription, fiellds,
price, and execution sched dule.
Customers will
w see all the goods and seervices they ccan order (Cam mpus AD Em mail Enable,
Network Porrt Request, Paager, etc.), gro
ouped into cattegories (Emaail, Calendar & Collaborattion,
Network & Wireless,
W Voicce, Video & Pager
P Servicees, etc.) and a General Reqquest.
Once an ordeer is placed, th
he customer can
c track its pprogress fromm the Employeee Self Servicce
(ESS) using the
t link “My Orders”. App provers will aauthorize the oorder (if neceessary), and
Fulfillment Groups
G perforrm any tasks related
r to item
m/service deliivery, based oon the Requesst
Items and Reequest Taskss generated by y the order.

Note:
Only certain service catalo
og order form
ms have been ddeveloped at this time. M More items willl be
omer does nott see a specifiic form, they may use the G
ges. If a custo
added in stag General Requuest
form.

Navigating
g to Service Catalog
C g
Customers will
w use the Seervice Catalog g from the Emmployee Self S Service (ESS). For more
information, go to the “Em
mployee Self Service” secttion of this doocument. ITIIL users can
he Service Caatalog within the tool. To nnavigate to thhe Service Caatalog:
navigate to th
1. Perform one of the folllowing optio
ons to navigatte to the Serviice Catalog.
„ In th
he application
n navigation (left
( side) exppand the appliication “Serviice Catalog” aand
click
k the module “Open Requeested Items”; or
„ In th
he navigation
n filter (“Typee filter text” bbox), type the application nname “cat” annd
click
k the module “Open Requeested Items”.
Select thee Catalog module under th
he Service Cattalog applicattion.

UCSF ServiceNow User Guiide Page 4

49 of 84
Catalog Items
A Catalog Item is the actual good or service the customer can order. Each catalog item has
unique fields and questions for the customer to complete and submit. Shown below is the Pager
Request catalog item example.

UCSF ServiceNow User Guide Page 50 of 84

Requ
uests
When a custoomer submits a catalog item
m, a parent R
Request is gennerated. The pparent Request is
not assigned to anyone.

Note:
As an ITIL user,
u you will not need to manage
m the paarent Requestt, but only woork on the chilld
Request Item
m (see below)..

Requ
uest Ite
ems
nt Request is generated, a child Requesst Item is creaated and assiggned to a grouup.
When a paren
The Request Item contains the catalog item variablees (order detaiils).

UCSF ServiceNow User Guiide Page 5

51 of 84
Catalog Tasks
Catalog Task is one or more tasks that together must be executed in order to determine how the
good or service is going to be procured, configured, and installed. A Catalog Task may be auto-
generated and assigned based on the Catalog Item submitted or can be manually created.

UCSF ServiceNow User Guide Page 52 of 84

Chapter 8:

Employee Self Service (ESS)

A separate training document for our customers called “ServiceNow ESS User Guide” is
located on the ESS portal. Please review this document to better understand how to assist
customers with the ESS.
The Employee Self-Service (ESS) portal enables customers to submit requests for hardware and
software, log incidents, such as unresponsive software or network errors, and view the status of
open orders and incidents. In the future, users will be able search the knowledge base and view
articles. Individuals who use these features are called Employee Self-Service (ESS) users.
This Chapter provides an overview of the ESS from the support staff perspective.

Understanding the Employee Self Service

Navigating to Employee Self Service (customer)

Customers will navigate to the Employee Self Service using one of the following methods:
„ https://servicenow.ucsf.edu/ess
„ http://help.ucsf.edu and clicking on Submit an IT ticket.

Navigating to Employee Self Service (ITIL User)

You can navigate to Self Service, using one of the following methods:
„ In the application navigation (left side) expand the application “Self Service” and click the
module “Homepage”; or
„ In the navigation filter (“Type filter text” box), type the application name “self” and click
the module “Homepage”.

UCSF ServiceNow User Guide Page 53 of 84

Employee Self Service Homepage
The Self Service Homepage is a landing page for customers to submit Service Catalog requests
and Incidents.
„ Clicking the Homepage link under Self Service from the standard UI (ITIL version) opens
the ESS in a new tab. It is available here to be used as a reference or guide for ITIL users
to assist customers if they have questions about the ESS.

Order Things
This section provides a selection of service catalog request items such as: Campus AD Email
Enable request; Listserv Mailing List request; DNS request; Network Port request; Pager
Request; and Telephone Hardware and Voice Services request. There is also a link: “Don’t see
what you are looking for, click here” which submits a general request. Additional service
catalog items will be added in stages.

UCSF ServiceNow User Guide Page 54 of 84

 Knowledge
This section is “coming soon” and will provide knowledge base items for customers,
announcements, outage notices, etc. This section will be built out soon.

Get Help
This section submits an Incident ticket with the options being “Something Broken” or “Ask a
Question”.

ESS User Guide Link

A User Guide link, located at the top of the ESS homepage provides a tutorial document for
customers who have questions on how to use the ESS.

UCSF ServiceNow User Guide Page 55 of 84

Chapter 9:

Working with Change Requests

Effective Change Management involves the proper processing of Change Requests. In other
words, Change Management is the process of assessing any impact or potential risk a proposed
change could have on your organization before it is introduced. Control of the lifecycle of all
the changes, ensures that Changes are made with as little disruption to the organization as
possible. A change is an action resulting in a new status for one or more configuration items
(CIs).
The goal of Change Management is to ensure the use of standardized methods and procedures
for handling change requests, minimizing the impact of change-related issues and improving
daily operations.

Change Process
The creation and implementation of changes generally take the following steps. Each of these
steps will be described in this document:
1. Create a New Change Request.
2. Plan and Schedule the Change.
3. Change Approval.
4. Implement Change.
5. Post Implementation Review.
6. Close Change.

UCSF ServiceNow User Guide Page 56 of 84

High Level Change Process Workflow

Change Roles
There are six types of Change Management roles:
„ Requester – A requester is a business user who submits a Change Request to the support
staff. While any Change Management user can enter change requests into the system,
change requests are likely initiated by a change manager or manager.
„ Change Coordinator (Assignee) – The Change Assignee is responsible for planning and
implementing assigned changes. The Change Assignee might be working actively on the
change, or coordinating the efforts of other groups or individuals.
„ Task Implementer – The Task Implementer is responsible for executing the change and
ensuring they are completed according to the implementation plan.
„ Change Manager – The Change Manager is responsible for reviewing risk assessment and
the implementation plan of the Change Request. The Change Manager checks the plan to
ensure that appropriate precautions have been planned to minimize both the risk of failure
and the impact on the user(s), and that timing of the implementation does not conflict with
other planned outages or planned events.
„ Peer Reviewer – The Peer Reviewer is responsible for inspecting the technical aspect of
the change as defined by the supporting IT department.

UCSF ServiceNow User Guide Page 57 of 84

 „ Approvers – Approvers are responsible for reviewing the Change Request and Approving
or Rejecting the request. There are three approver roles and the level of approval required
is based on Change Type and Risk. For more information, see the “Change Approval”
section of this document.

Type of Changes
Change requests are divided up into the four Types described below:
„ Emergency – An emergency change is the highest priority change that can be defined in an
organization. Emergency changes are defined as changes that need to be implemented to
resolve a Critical or High (Priority) Incident. Emergency changes are preapproved, but
require a Group Manager review after implementation.
„ Comprehensive – A Comprehensive change requires CAB review and approval
„ Comprehensive Expedited – A Comprehensive Expedited change refers to changes that
require implementation before review can take place at the regularly scheduled CAB
meetings. These changes are reviewed and approved by the Expedited CAB
„ Routine – A routine change refers to pre-approved changes. Pre-approved changes can be
defined for a variety of tasks and are typically low risk, low effort changes. Routine
changes are created using a template.

UCSF ServiceNow User Guide Page 58 of 84

Navigating to Change Application
You can navigate to Change, using one of the following methods:
„ In the application navigation (left side) expand the application “Change”; or
„ In the navigation filter (“Type filter text” box), type the application name “ch”.

Change Modules
The Change application provides a set of commonly used modules. The modules have been
organized to allow users to easily manage their work:

„ Overview – Displays Change related gauges and reports.

„ My Approvals – Displays in a list view, the last 30 days of approval requests that have
been assigned to you.
Change
„ Create New – Opens a new Change ticket form.
„ Changes – Displays a list of all Change tickets.
„ Open – My Assignments – Displays all open change tickets that are assigned to you.
„ Open – My Groups – Displays all open change tickets that are assigned to your group(s).
„ Closed & Cancelled – My Groups – Displays all the closed and cancelled tickets assigned
to your group(s).

UCSF ServiceNow User Guide Page 59 of 84

 Change Task
„ Change Tasks – Displays all open change tasks.
„ Open Tasks – My Assignments - Displays all open change task tickets that are assigned to
your group(s).
„ Open Tasks – My Groups - Displays all the closed and cancelled task tickets assigned to
your group(s).
SDLC Task
„ SDLC Tasks – Displays all open change SDLC tasks.
„ Open SDLC Tasks – My Assignments - Displays all open change SDLC task tickets that
are assigned to your group(s).
„ Open SDLC Tasks – My Groups - Displays all the closed and cancelled SDLC task
tickets assigned to your group(s).
Scheduling
„ XXX Forward Schedule of Change – Displays a calendar view of changes sorted by
Planned Start Date and filtered to only include changes from your affiliated IT organization
(XXX= ITS, ISU, MC).
„ Maintenance Schedules – Displays maintenance schedules
„ Blackout Window – Displays all change Blackout Schedules for ITS, ISU and MC.
„ XXX Blackout Window –Displays a list of view of all blackout schedules for your IT
organization, (XXX =, ITS, MC or ISU).

UCSF ServiceNow User Guide Page 60 of 84

Search for Change Records
There are four pre-defined modules for searching change records:
„ Changes – Displays all change tickets.
„ Open – My Assignments – Displays all open change tickets that are assigned to you.
„ Open – My Groups – Displays all open change tickets that are assigned to your group(s).
„ Closed & Cancelled – My Groups – Displays all the closed and cancelled tickets assigned
to your group(s).
To customize your search:
1. Click the module Open – My Assignments.

2. Open the Smart Filter condition builder by clicking the arrow ( ) beside the breadcrumbs.
3. Modify the search filter. For more information on filters, see “Creating Filters” section of
this document 19.

4. Click Run ( ) to apply the filter.

UCSF ServiceNow User Guide Page 61 of 84

Crea
ate a Ne
ew Change Reque
R st
All requests for
f change wiill be documeented within SServiceNow bby creating a new change
record. The completion of a new requeest for changee will be comp
mpleted by the Change
Coordinator with
w input fro om the Changge Requester. A business jjustification w
will be
documented and screened by the Assiggnment Groupp Manager whho determiness whether to
authorize or deny
d the chan
nge based on the informatiion in the new
w change recoord.
To create a new
n Change Request:
R
1. Perform one of the folllowing optio
ons to navigatte to the Channge form.
„ In th
he application
n navigation (left
( side) exppand the appliication Change and click tthe
mod dule Create New;
N or
„ In th
he navigation
n filter (“Typee filter text” bbox), type the application nname “ch” and
click
k the module Create New.
2. In the Reequested by field
f (defaultss to user creatting the Channge):
„ Typ
pe a few letterrs of the requeester’s name tto display a liist of possiblee matches. Prress
Tab or Enter to select a name.

„ Alteernatively, seaarch for a nam

me by clickingg the referencce lookup icoon .
3. The Typee field will au
utomatically default
d to Com
mprehensivee.

Notte:
„ Exp
pedited Comprehensive is auto
a populateed when the P
Planned Start D
Date is beforee the
CABB Date.
„ Rouutine changes are created using
u a templaate. For moree information, see the “Creeating
a Ro
outine Change” section of this documennt.
„ Emeergency chang ges are createed by enteringg a high or criitical priorityy incident tickket
num
mber in the Paarent Incident field.
4. In the Ca
ategory field,, select a category.
onfiguration item field:
5. In the Co
„ Typ
pe a few letterrs of the appliication or bussiness service to display a llist of possiblle
matches. Press Tab
T or Enter to t select a woork site.
„ Alteernatively, seaarch for an ap
pplication or bbusiness serviice by clickinng the referennce
look
kup icon .
6. In the Asssignment grroup field, sellect the groupp. You may opptionally com
mplete the
Assignedd to field.

UCSF ServiceNow User Guiide Page 6

62 of 84
 Note
e:
For the Assigned
A to field,
fi users can
n only assignn tickets to an individual onnly if you are a
member of the group selected in thhe Assignmen nt group fieldd.

7. In the Work
W Info tab::

ƒ In the Short Desccription field, type a short description oof the Changee.

ƒ In the Why is thiss Change beiing implemen

nted? Field, ttype a reasonn why this chaange
is being implemennted.
8. Click thee Save button.

Creatiing a Ro
outine Change
C
A routine chaange refers too pre-approved change. Prre-approved cchanges can be defined for a
variety of tassks and are typ
pically low riisk, low effort
rt changes. Rooutine changees can only bee
created usingg a template.
To create a Routine
R Chang
ge:
1. Perform one of the folllowing optio
ons to navigatte to the Channge form.
„ In th
he application
n navigation (left
( side) exppand the appliication Change and click tthe
mod dule Create New;
N or
„ In th n filter (“Typee filter text” bbox), type the application nname “ch” and
he navigation
click
k the module Create New.
2. Right-cliick in the Title Bar.

3. From thee Form Context Menu, seleect Templatess Æ Apply Teemplate.

UCSF ServiceNow User Guiide Page 6

63 of 84
 4. Select the template; th
he template po
opulates the fform with pree-defined valuues such as Tyype,
Configurration item, Risk,
R Short Deescription, etcc.

Notte:
If you select a templatte on a non-bllank form, thee template wiill overwrite eexisting field
values.

UCSF ServiceNow User Guiide Page 6

64 of 84
Plan, Sche
edule, and
a Reequestt Appro
oval
The Change Coordinators work with th he change reqquester to idenntify how the change may
nfrastructure, business
impact the in b operrations, and eend user produuctivity. Thee Change
Coordinator uses
u this information to fu urther researchh and developps an extensivve risk and im
mpact
analysis. Whhen completin ng the analysiis of the channge, the Changge Coordinatoor must ensurre
they considerr the businesss as well as th
he technical im
mpacts and risks.
The followin i order to reqquest approvaal for a Compprehensive orr
ng steps must be complete in
Expedited Chhange Requesst:
1. Enter a Peer
P Revieweer.
2. Enter a Group
G Manager Approveer.
3. Select “P
Planning” from
m the State drop
d down listt.
4. In the Asssigned To field, select thee individual w
who will be cooordinating thhe Change.
5. In the Scchedule tab, complete
c all reequired fieldss.

Note:
The Why is this
t Change being Exped dited? field iss required onlyy when the Planned Start ddate
is before the CAB. When
n this occurs th
he Type fieldd will be set too “Expedited Comprehenssive”.
If the plannedd Start Date is set to occurr during a Blaackout Periodd, the IT Director Approvver
field will be required.
r
6. In the Ch
hange, Backo
out, and Testt Plan tab, coomplete all thee required fieelds.
7. In the Ch
hange Impacct tab complette all the requuired fields.
8. Click thee Save button to save the change updatees.
9. Upon sav
ving the change updates th
he Request Appproval buttonn will be dispplayed at the ttop of
the Chan
nge ticket. Click the Request Approvaal button to innitiate the apprroval workfloow.

UCSF ServiceNow User Guiide Page 6

65 of 84
Change Approval
The Change Coordinator uses ServiceNow to record an efficient process for routing to
approvers for approval or rejection of the change. There is one reviewer and three approver
roles. The level of approval required is based on Change Type and Risk.
„ Peer Reviewer – Peer reviews are the last step of the Change Planning Phase. This step
ensures that all the technical components have been completed. This review can be
completed by anyone in the IT business unit implementing the change. Peer reviews are
informal and completed using a text name reference field that is filled out by the Change
Coordinator.
„ Group Manager – The Group Manager is responsible for reviewing risk assessment and
the implementation plan of the Change Request. The Group Manager checks the plan to
ensure that appropriate precautions have been planned to minimize both the risk of failure
and the impact on the user(s), and that timing of the implementation does not conflict with
other planned outages or planned events. The Group Manager is typically an IT business
unit manager and a single organization can have several Group Managers. The IT business
unit manager may delegate this role to another member of their team. The Group Manager
approves all comprehensive change tickets.
„ IT Director – The Director Approver is a member of Senior Management and is
responsible for ensuring that high risk changes to the environment fit in with the overall
mission of the organization’s IT Strategic Plan. Approval requests are only forwarded to
the IT Director after the Group Manager has approved the Change.
„ CAB – The Change Advisory Board (CAB) is the change management decision-making
authority for the IT organization. A single organization can have several CABs, one for
each department (ex. ITS, Medical Center, etc.).
„ Expedited CAB – The Expedited Change Advisory Board (CAB) serves the same purpose
as the regular CAB, except that review and approval is accelerated since it must occur
before the regularly scheduled CAB meeting. A single organization can have several
Expedited CABs, one for each department (ex. ITS, Medical Center, etc.).

Approval Workflow
The process of authorizing a Change Request depends upon the type and risk level of the
change and will be handled in the following manner:
„ Emergency changes are pre-approved and do not require a formal approval process. All
emergency changes will be entered into ServiceNow as soon as possible and will be tracked
and reviewed by the Group Manager and the CAB.
„ Routine changes are pre-approved and do not require a formal approval process in
ServiceNow.

UCSF ServiceNow User Guide Page 66 of 84

 Notte:
Anyy Changes thaat you would like to be connsidered as Rooutine will reequire an initial
review and appro oval by the CA
AB. Once thee Routine chaange is approvved, a templaate
willl be created in
n ServiceNoww for use as a ppre-approvedd Change and will not requuire
form
mal approval going
g forward
d.
„ Compreehensive and Expedited Comprehensi
C ive changes rrequires a form mal approvall
process and
a the Change must be ap
pproved by alll approval auuthority as ideentified in thee
change record.
r
„ Req
quired levels of
o approvals are
a based on tthe Change R
Risk Level. Thhe required reeview
and approvals aree shown in th
he table below
w.

Review
R and Approvers Required

Risk
Comprehen
nsive C
Comprehensive Expedited
Level

• Peer Reviewer
R (informa
al) • Peerr Reviewer (inforrmal)
High • Group Manager • Grouup Manager
• IT Direc
ctor • IT Director
• CAB • Expeedited CAB via eemail

ate •
Modera Peer Reviewer(informa
R l) • Peerr Reviewer (inforrmal)
• Group Manager • Grou
up Manager
• CAB • Expe
edited CAB via e email

Low • Peer Reviewer

R (informa
al) • Peerr Reviewer (inforrmal)
• Group Manager • Grou
up Manager
• CAB • Expe
edited CAB via e email

Appro
oving the Chang
ge
To approve or
o reject the Change
C Requeest:
1. Perform one of the folllowing optio
ons to navigatte to the My A
Approval moodule.
„ In th
he application
n navigation (left
( side) exppand the appliication Change and click tthe
mod dule My Approval; or
„ In th n filter (“Typee filter text” bbox), type the application nname “ch” and
he navigation
click
k the module My Approval.

2. Select the reference iccon of thee Change rec ord you woulld like to apprrove or rejectt.
This willl open the Approval record
d.
3. Click thee Approve bu
utton to appro
ove the Changge; or click thhe Reject buttton to reject thhe
Change.
„ If yo
ou Reject thee Change, the Comments ffield will be rrequired.

UCSF ServiceNow User Guiide Page 6

67 of 84
 Note:
„ If the approver rejects the Change and
a is requirinng additional information, you will needd to
move the Change back k to the Planniing state. Aft
fter you have uupdated the C
Change with
additionall information, you will neeed to request aapproval agaiin.

UCSF ServiceNow User Guiide Page 6

68 of 84
Implement Change
Once the Change Request is approved, the State changes to “Scheduled”. When the Change is
ready for implementation, the State can be changed to “Work in Progress”. The “Work in
Progress” State is concerned with the steps necessary to successfully implement the change:
„ Complete final planning
„ Complete required notifications
„ Complete the change implementation
„ Test, validate and accept the change
„ Complete final change documentation
To start implementation of the Change Request:
1. In the State field, select “Work in Progress”.
2. In the Work Info tab, Worklog field, enter any necessary notes.
3. Click the Save button.
After you have completed the Change implementation:
1. In the State field, select “Closed Pending Review”.
2. In the Change Result field, select a value that best describes the result of the Change.
3. In the Work Info tab, Worklog field, enter any necessary notes.
4. In the Schedule tab, enter dates in the Actual Start Date and Actual End Date fields.
Select a date using the date icon .
5. Click the Save button.

UCSF ServiceNow User Guide Page 69 of 84

Postt Imple
ementa
ation Review
R w
Once the Chaange is implemented, a Post Implementtation Review w (PIR) task mmay be requireed. A
PIR task is au
utomatically created
c for an
ny Emergencyy change tickket. For emerggency changes, a
Post-Implemmentation Reviiew is compleeted by the Gr
Group Manageer. A PIR is allso created foor all
other change types, comprrehensive, exp pedited compprehensive annd routine, whhen the Change
Result field value
v is not equal to “Succcessful”. Thee findings of tthe PIR are doocumented w
within
the Change Ticket.
T
To complete the PIR:
1. From thee Change reco
ord, locate thee Change Tassks tab locateed at the bottoom of the form
m.

Note:
nge Tasks tab
The Chan b will only ap
ppear after a cchange ticket has been saveed.

2. Select the Change Ta

asks tab and click
c the referrence icon of the PIR Task. This w
will
open the Change Task
k record.
ask State field, select “Wo
3. In the Ta ork in Progresss” (if PIR is in progress) oor “Closed
Completee” (if PIR hass been compleeted).
4. In the Asssigned to fieeld, select an individual
i whho conducted the PIR. For emergency
changes, this field is prefilled
p with the Group M Manager App prover.
5. In the Work
W Log field
d, enter any necessary
n notees.
6. Click thee Save and Close button.

Close Chan
nge
The final phaase of the Chaange Request is to close thhe ticket. Thiss phase may ooccur after thee Post
Implementatiion Review, if i one was con
nducted.
To close the Change Requ
uest:
1. In the State field, seleect “Closed”.
2. In the Work
W Info tab,, Worklog fieeld, enter anyy necessary nootes.
3. Click Sav
ve and Closee button.

UCSF ServiceNow User Guiide Page 7

70 of 84
Chan
nge Ta
asks
You can creaate Change Taasks for a Chaange Requestt. All Changee Tasks must be completedd
before the Ch
hange Requesst can be closeed.
To create a new
n Change Task
T related reecord for a Chhange Requesst:
1. From thee Change reco
ord, locate thee Change Tassks tab locateed at the bottoom of the form
m.

Note:
The Cha
ange Tasks tab will only appear
a after a change tickeet has been saaved.
2. Select the Change Ta
asks tab and click
c the New
w button. A neew form for thhe Change Taask
record oppens.
3. Completee the new Change Task reccord and clickk Submit and d Close. The new related
Change Task
T record iss added to thee Change Tas ks related reccord list.

UCSF ServiceNow User Guiide Page 7

71 of 84
SDLC
C Rele
ease Ta
ask
You can creaate SDLC Rellease Tasks fo
or a Change R
Request. All SDLC Releasse Tasks musst be
completed beefore the Chan
nge Request can
c be closedd.
To create a new
n SDLC Reelease Task fo
or a Change R
Request:
ord, locate thee SDLC Releease Tasks tabb located at thhe bottom of the
1. From thee Change reco
form.

Note:
LC Release Tasks
The SDL T tab willl only appearr after a changge ticket has bbeen saved annd if
the “Ap
pplication Sofftware” is seleected in the C
Category fieldd.
2. Select the SDLC Releease Task tab
b at the bottom
m of the channge form and click the New
w
button. A new form for
f the SDLC C Release Tassk record openns.
3. In the Ph
hase field, sellect a value.
4. Completee the SDLC Release
R Task record and cllick Submit aand Close. Thhe new related
SDLC Release Task record is addeed to the SDL
LC Release Taasks related reecord list.
To create a SDLC
S Releasee Task for Ch
hange-L migraation:
Complete steeps 1-2 above.
3. In the Ph
hase field, sellect “Release””.
4. Completee remaining necessary
n fields.

5. Add attacchments by clicking the Pa

aperclip iconn in the titlee bar.
6. Click thee Save button.
7. Click thee email icon in the titlee bar. An emaail preview w
will open.
„ Rev
view the email for accuracyy. If any fieldds are incorreect, close the eemail and entter the
corrrect values on
n the SDLC Release
R Task fform and clickk the Save buutton.

8. Click thee Send icon n email will bbe sent to the Change-L listserv.
. An

UCSF ServiceNow User Guiide Page 7

72 of 84
 Appe
A ndix
x
Appe
endix A:
A Incident Form
F F
Field Definitio
ons
Field Nam
me Field Definition

Customerr Fields (upper left section): Customer informatiion is stored in th

he “User” table in
n ServiceNow. The User table is
updated da
aily from the Cam
mpus Locator Sy ystem (CLS); therefore, the valuees stored in the u ser record are de
ependent on the
e
customer’s
s department enttering up-to-date, relevant information.

Customerr Records the customer

c who is reporting the Inccident.
This is a referrence field. You can use type-ah head or use the rreference lookup.
Value entered d will populate the following fieldss:

• The
e VIP icon ( ) indicates a VIP customer
• Cus
stomer Employee e number
• Cus
stomer Departme ent
• Callback number
• stomer Email Address
Cus
• Deffault Location
• Roo
om Number

Clicking the “SShow incident for this customer” button ( ) willl open a new bro
owser tab and
display a list view
v of all Incidents for this custo
omer.

Customerr Employee Displays the customers

c UCSFF ID number.
number This field is po
opulated by Custtomer field value
e.
The Custome er Employee nummber automaticallly updated when
n the Customer field is updated.

Customerr Department Displays the customer’s

c Depa
artment name.
This field is po
opulated by Custtomer field value
e.
The Custome er Employee nummber automaticallly updated when
n the Customer field is updated.

Callback number
n Displays the customer’s
c phone number.
This field is po
opulated by Custtomer field valuee.
The field can be modified for a specific ticket.

Customerr Email Address

s The address to t be used for co
ommunication witth the customer.
This field is po
opulated by Custtomer field value
e.
The email icon ( ) will open
n a new email adddressed to the ccustomer using yyour default ema
ail
client (e.g. Ou
utlook). The ema ail message will not be documen ted in the ServicceNow worklog oor
activity log.

Do Not No
otify Documents no otification option for customer.
This is a chec
ckbox field. If the
e box is checked d the customer nootifications will no
ot be sent.
Please follow
w your departmen nt’s guideline whe
en using this fea ture.

Default Lo
ocation Customer’s lo ocation.
This field is po
opulated by Custtomer field valuee.
This field can be modified for a specific ticket.

Room Num
mber Defines furthe er the customer’s
s location.
This field is po
opulated by Custtomer field valuee.
This field can be modified for a specific ticket.

UCSF ServiceNow User Guiide Page 7

73 of 84
 Parent work site A high level designation of the location where the customer work will be performed.
This is a reference field. You can use type-ahead or use the reference lookup. It can also be
prepopulated by entering the Worksite field.

Work site This is the actual location where the customer work will be performed.
This is a reference field. You can use type-ahead or use the reference lookup.
The value entered will populate the Parent work site field.
This field may be required based on the value selected in the App/Business Service field.
Categories of CIs that require Work Site are: Networking, Desktop, and Telecom.

Division Used to further define a customer’s department information.

This is a reference field. You can use type-ahead or use the reference lookup.
This field is currently only being used by SFGH.

Categorization Fields (upper right section): These fields are used to evaluate, manage and resolve incidents efficiently and
effectively.

Number Unique number assigned to the incident.

This is a system generated field.
The Incident number is displayed immediately when the ticket is opened, this allows customer
service to quickly provide the number to their customer.
Note: If the ticket is closed prior to clicking SAVE the ticket will not be recorded in the
ServiceNow database.

Incident state The status of the ticket.

This is a drop down field.
Initially one of the following states may be selected:
• WIP.Open
• WIP. Assigned
• WIP.Acknowledged
• Complete.Resolved
For more details on Incident states see Chapter 6 Work with Incidents, Incident States.

App/Business Service A concise list of configuration items used for categorization and routing of the incident.
This is a reference field. You can use type-ahead or use the reference lookup.
This is a required field.
For example: Applications (Eclipse, STOR, MyAccess, etc.) and Business Services (Desktop
Support, Exchange, Landline, Keyboard, etc.)

Configuration Item A detailed list of IT products and services, such as software or desktop support.
This is a reference field. You can use type-ahead or use the reference lookup.
This is an optional field; it is not a required field.
It can be used to provide more information about the incident being reported.
For example: If the value in App/Business Service is “Desktop Support” you can then select the
CI “Outlook”.

Symptom Description of the incident that is being reported.

This is a drop-down field.
This is a required field
There are nine common symptoms available for selection; additional symptoms may be displayed
depending on the App/Business Service selected.
For example: The App/Business Service value “APEX (EPIC)” provides several specific
Symptoms including , “InBasket Issue” and “Encounter Issue”.

Impact The effect that the incident has on the business.

This is a drop-down field.
Options are 1-High, 2-Medium, 3-Low. Default is 3-Low.
Impact combined with Urgency calculates the value set in the Priority field.

Urgency The extent to which the incident's resolution can bear delay
This is a drop-field. (ESS customers can select an urgency of Medium or Low)
Options are 1-High, 2-Medium, 3-Low. Default is 3-Low.
Impact combined with Urgency calculates the value set in the Priority field.

UCSF ServiceNow User Guide Page 74 of 84

 Priority Determines how quickly the service desk should address the incident.
This is a read only field.
Impact combined with Urgency calculates the value set in the Priority field.
For more details on Priority see Chapter 6 Work with Incidents, Priority Matrix.

Incident Type Describes the kind of issue being reported.

This is a read only, which is auto-set by Symptom value.
There are 3 types of Incidents:
• Interruption – a break/fix affecting one person. For example: A single computer does
not boot.
• Event – a break/fix affecting a large group of people. For example: Network is
unavailable for an entire floor (Symptom=Major Outage).
• Request - a simple request (not a service catalog request). For example: An account
creation/modification, an add/install/update configuration, or a how-to/inquiry.

Assignment group The functional/technical group responsible for the ticket.

This is a reference field.

Assigned to The individual assigned to the ticket.

This is a reference field.
Note: The Assign to field can only be updated by a member of the Assignment group or by
the Customer Support Service Desk.

Work Info tab fields: The Work Info tab contains the primary information about the issue being reported.

Short Description A brief descriptive statement of the incident.

This is a text field. The value may be populated by the customer from the ESS.

Description Detailed descriptive statements summarizing the incident being reported.

This is a text field. The value may be populated by customer from the ESS.

Hostname A label assigned to a device connected to a computer network.

This is a text field

MRN Medical Record Number.

This is a text field
This field is used by the Medical Center.

Work Log Documents the work that has been done in support of the ticket.
This is a journal field.

When the record is saved, journal field entries are listed in the Activity field next to the icon ( )
with the user name and timestamp.
Non-ITIL customer can see Work Log entries from the ESS.

INTERNAL Worklog Documents sensitive information regarding the incident.

This is a journal field.

When the record is saved, journal field entries are listed in the Activity field next to the icon ( )
with the user name and timestamp.
Non-ITIL customer cannot see Internal Work Log entries from the ESS.
Note: Do not enter SSN or any identifiable patient information in the Internal Worklog.

Resolution Notes Essential information regarding how the incident was handled and corrected.
This is a journal field.
Note: This information will included in the customer resolution email, use care when
entering resolution notes.

System Info tab: The System Info tab contains fields set by the system.

Active The ticket has a status of WIP (Work In Progress) or Pending.

This is a read only check-box field.

First Call Resolve Used for reporting the number of calls that were resolved by the Service Desk at the time the
ticket was created.

UCSF ServiceNow User Guide Page 75 of 84

 This is a read only check-box field.
For more details see Chapter 6 Work with Incidents, First Call Resolve.

ApexNow Link Off Denotes that an APEX ticket in ServiceNow is no longer linked to the ApexNow ticket, the ticket
has been reassigned to a group other than APEX.
This is a checkbox field.
This field is primarily used by the Medical Center.

Opened Indicates the date/time the Incident form was opened.

This is a date and time field and is read only.
Note: The Created value documents the date and time the ticket was first saved to the database.

Opened by The name of the person submitting the ticket.

This is a read only text field.
This field is populated based on the user’s login information.

Updated The date/time the ticket was lasted modified.

This is a date and time field and is read only.

Updated by The UCSF ID of the person who last modified the ticket.
This is a read only text field.

Closed The date/time the ticket state was marked as Complete.

This is a date and time field and is read only.

Closed by The name of the person who marked the ticket as Complete.
This is a read only text field.

TemplateName Indicates the template used to create the incident. This field is only populated if a template was
used in the creation of the ticket.
This is a text field.

Duration The length of time the ticket was opened.

This filed is Days and Hours.
ServiceNow auto-calculates the duration (from opened to closed) in days, hours, minutes and
seconds.

Contact type Indicates the method used to report the incident.

This field is a drop-down.
The default value is Phone when ticket is submitted from the standard ITIL interface.
When the ticket is submitted from the ESS, the value is Self-Service.

Reassignment count Designates the number times a ticket has been assigned at the group level.
This is a number field.

UCSF Company Code Currently not in use

About Financials tab: The Financials tab contains fields relevant to re-charge (if applicable).

DPA-Fund The account number used to define a funding source.

This is a reference field. You can use type-ahead or use the reference lookup.
Value entered will populate the following fields:
• DPA-Fund Cost Center Name
• DPA-Fund Cost Center Number

DPA-Fund Cost Center The Cost Center Name associated with a particular DPA-Fund.
Name This field is populated by the DPA-Fund field value.

DPA-Fund Cost Center The Cost Center Number associated with a particular DPA-Fund.
Number This field is populated by the DPA-Fund field value.

Recharge Time Documents the billable time spent to resolve a ticket.

This is a Days and Hours field.
Each user enters their rechargeable time spent in days, hours, minutes and seconds. Users must
do their own simple math. Example: If you need to add 15 minutes, and the value already says

UCSF ServiceNow User Guide Page 76 of 84

 00:10:00, you will need to adjust the value to 00:25:00 to capture your additional 15 minutes.
Note: If the hour value is set to 24 or greater, the system will translate it to 1 Day.

Recharge Flag Checkbox that allows tickets to be marked for recharge.

This is a checkbox field.
The recharge flag is manually set.

Recharge Complete Checkbox that indicates that the ticket has been processed for recharge.
This is a checkbox field.
Recharge complete is manually set.

Desktop Service Type Displays the desktop provider and a corresponding service level. based on the Customer
This field is auto-populated from the customer field.
The field has a drop-down list to allow users to update the ticket.
The Desktop Service field is used for SLA and reporting purposes.

Program Code A unique number used to further define the accounting source.
This is a reference field. You can use type-ahead or use the reference lookup.
Value entered will populate the following fields:
• Program Code Program Name
• Program Code Program Year

Program Code Program The Program Name associated with a particular program code.
Name This field is populated by the Program Code field value.

Program Code Program The Program Year associated with a particular program code.
Year This field is populated by the Program Code field value.

ARF tab: The ARF tab contains fields relevant to the Medical Center’s Account Request Form system.

Link to ARF Displays the URL to the ARF request.

This is a system field

Requested For The name of the individual that the account request is for
This is a text field, populated by the system.

Role The business role associated with account requested.

This is a text field, populated by the system.

Original Incident ID Lists the original Incident number.

This is a text field, populated by the system.

Bulk Denotes a bulk request.

This is a checkbox field, populated by the system

Watch list A list of additional names that require updates on the ARF request.
This is a reference field.
The user can select names from the customer reference table and must provide a valid email
address for notifications.

Follow-up Info tab: The Follow-up Info tab fields allow a user to create a follow-up email to be sent to the “Assigned to” of the
Incident on a specified date/time.

Follow up (date) Indicates date/time that a follow-up note will be sent to tickets “Assigned to”
This is a date-time field

Click the date/time icon ( ) to set the delivery time.

Follow up note The text of the note to be emailed to the “Assigned to”.
This is a journal field.
Note: If no “Follow up (date)” is entered, the note will never be sent.

Related Records tab: The Related Records tab fields display the parent ticket number of either the Incident or Change that
created the Incident ticket you are viewing.

UCSF ServiceNow User Guide Page 77 of 84

 Parent Inc
cident Displays the Incident number of the Incident (p
parent) that crea ated the Incident you are viewing
(child).
This field is au
utomatically populated when the child ticket is cre
eated.

Click the hove

er icon ( ) to
o see information
n about the paren
nt ticket.

Caused by
y Change Displays the Change
C number of the Change (p
parent) that crea
ated the Incident you are viewing
(child).
This is referen
nce field.

Click the hove

er icon ( ) to
o see information
n about the Chan
nge.

UCSF ServiceNow User Guiide Page 7

78 of 84
Appe
endix B:
B Cha
ange Form Field De
efinitio
ons
Field Nam
me Field Definition

Upper Lefft Section

Number Unique number assigned to th he change ticket..

This is a syste
em generated fie
eld.
The Change number
n (CHG) is
s displayed imme ediately when thee ticket is opened.
Note: If the ticket
t is closed prior to clicking
g SAVE the tick ket will not be reecorded in the
ServiceNow database.

Requested By Records the requester

r of the Change.
C
This is a referrence field. You can use type-ah head or use the rreference lookup.
The field is au
utomatically popu ulated based on the logged in us er.

Click the hove

er icon ( ) to
o see information
n about the reque
ester.

Requested By Date The preferredd completion date

e.
This is date/time field.

e/time icon (
Click the date ) to set the Requ est by date.

Peer Reviewer Records the individual respon nsible for inspectiing the technical aspects of the cchange as define
ed
by the supporrting IT departme ent.
This is a referrence field. You can use type-ah head or use the rreference lookup.
No approval workflow
w is initiatted from this field
d.

Group Ma
anager Typically the IT
I business unit manager respon nsible for reviewi ng the risk assesssment and
Approver implementatio on plan for the Change. The man nager may delega ate this role to a member of theirr
team.
This is a referrence field. You can use type-ah head or use the rreference lookup.
An approval workflow
w is initiatted when this fielld is populated.

IT Directo
or Approver A member of senior managem ment responsible for approving hiigh risk changes to the environment,
ensuring they y fit in the overall mission of the IT T strategic plan.
This is a referrence field. You can use type-ah head or use the rreference lookup.
This field is re
equired when the e Planned Start o or Planned End d date and time of a change is set tto
occur during a Blackout period d.
An approval workflow
w is initiatted when this fielld is populated.

CAB Grou
up Change Advis sory Board groupp is made up of in
ndividuals with sstakeholder intere
est in the IT
production en nvironment.
This field is au
utomatically populated based on the entry in the A Assignment Gro oup field.
There are thre ee CAB Groups:
• ITS
S CAB
• Meddical Center CABB
• Schhool of Medicine – ISU CAB (incl udes SFGH)

CAB Date
e Displays the next
n CAB meetin ng. This field is a utomatically set based on the assignment group.
This field is a time and date fie
eld.

e/time icon (
Click the date ) to change the d
default CAB date .

Watch Lis
st A list of additional names that require updatess on the Change request.
This is a referrence field. You can use type-ah head or use the rreference lookup.
The user can select names fro om the customerr reference table and must providde a valid email
address for no otifications.
An Email notiffication is sent when
w certain channge events occur. For example: A Change ticke et is
closed or a Change Task is op pened.

UCSF ServiceNow User Guiide Page 7

79 of 84
 Upper Right Section

Back to Planning button This button appears when a change ticket advances past the Planning state and disappears when
the state is Work in Progress, Closed Pending Review or Closed.

By clicking this button, the state of the ticket is changed to Planning. This unlocks fields and
allows users to make changes. For Comprehensive and Expedited Comprehensive tickets, a user
must click the Request Approval button to reinitiate approval requests.

State The status of the ticket.

This is a drop-down field.
The following status values are found in the drop-down list:
• Open – default upon creation
• Planning – selected manually when entering the planning state
• Pending Approval – automatically updated when the required fields are completed and
the Request Approval button is clicked
• Scheduled – automatically updated when all approvers have approved the request.
(When the change type is Emergency or Routine, this state can manually be selected)
• Rejected – automatically updated when any of the approvers reject the change ticket
• Work in Progress – manually selected when work begins
• Closed Pending Review – manually selected, when this state is selected, a Post
Implementation Review Task is automatically created if required.
• Closed – manually selected
• Cancelled – manually selected

Approval State The status of approval of the change.

This is a system field. Updates are based on the results of the approval workflow.
The following values can be found in this field:
• Not yet requested – default upon creation
• Requested - automatically updated when the Approval request button has been clicked
• CAB Requested – automatically updated when the Group Manager Approver and, if
required, the IT Director Approver have approved the change.
• Approved – automatically updated when all approvals have been documented
• Rejected – automatically updated when one approver rejects the change

Type Denotes the various change workflows that can be used to implement a change request.
This field is automatically set.
• Comprehensive –default value for change.
• Emergency – set when the Parent incident field contains an incident ticket with a Critical
or High priority.
• Expedited Comprehensive – set when the Planned Start date is set to occur before the
CAB date.
• Routine - set when a change template is applied.
For more information on the Type field see Chapter 9 Working with Change Requsest, Types
of Changes section.

Parent Incident Denotes that the change ticket was initiated as incident.
This is a reference field. You can use type-ahead or use the reference lookup.
This field displays all active Incident tickets.

Category A concise list of items used to categorize a Change request.

This drop-down field.

Action Describes the change, based on the Category selected a unique set of actions are presented for
selection.
Drop down list.

Reason Describe why the change is being requested.

Drop down list.

Configuration Item A detailed list of IT products and services, such as software or desktop support.
This is a reference field. You can use type-ahead or use the reference lookup.

Risk Denotes the level of exposure derived from the assessment phase of the process. The risk level
is chosen from the following drop down list:

UCSF ServiceNow User Guide Page 80 of 84

 • High
• Moderate
• Low

Assignment Group The functional/technical group responsible for the ticket.

This is a reference field.

Assigned to The individual assigned to the ticket.

This is a reference field.
Note: The Assign to field can only be updated by a member of the Assignment group or by the
Customer Support Service Desk.

Work Info Tab - The Work Info tab contains the primary information about the change.

Short Description A brief descriptive statement of the change.

This is a text field.

Why is the Change being Records the business justification for the change.
implemented? This is a journal field.

Worklog Documents the work that has been done in support of the ticket.
This is a journal field.

When the record is saved, journal field entries are listed in the Activity field next to the icon ( )
with the user name and timestamp.

Schedule Tab – The Schedule Tab documents planned and actual dates related to the change.

Planned Start Date Denotes the anticipated begin date of the work.
This is a date/time field.

Implementation Time Denotes the length of time required to complete the change request.
Hours: Minutes: Seconds: field.

Backout Time Denotes the length of time required to remove the change from production if a problem is
encounter that cannot be resolved.
Hours: Minutes: Seconds: field.

Validation Time Denotes the length of time required to confirm that the change has been successful.
Hours: Minutes: Seconds: field.

Duration This is the sum of the Implementation time, Backout time and validation time fields. At least one
of these fields must be completed in order to advance the change past the planning state.
Calculated field.

Planned End Date Denotes the anticipated completion date of work. This field is automatically calculated based on
the Duration and the Planned Start field.
This is a date/time field.

Why is the Change being Records the business justification for advancing the change outside the normal process.
expedited? This is a journal field.
This field is required when the change type is comprehensive expedited.

Actual Start Date Denotes when the work was begun

This is a date/time field.

Actual End Date Denotes when the work ended

This is a date/time field.

Change, Blackout, and Test Plan Tab – Documents all of the plans related to the change.

Change Plan Documents the steps leading to the implementation of the change.
This is a journal field.

Backout Plan Documents the recovery steps that will be taken in the event that the change fails.

UCSF ServiceNow User Guide Page 81 of 84

 This is a journal field

Test Plan Documents the steps that will be taken to ensure that the change is working.
This is a journal field

Change Impact Tab – Documents the impact of the change on the enterprise.

Does this change impact Records impact on the enterprise. When the value is set to Yes the Planned Start Date and
the enterprise? Planned End Date is checked against all Blackout calendars. If the change ticket is set to occur
during a blackout period, the IT Director Approver is required for Comprehensive, Expedited
Comprehensive, and Routine change types.
This is a Yes/No field.

What systems are the Records the systems impacted by the change.
target of the proposed This is a journal field.
change?

What systems are Records the systems that are depending on the change.
dependent on this This is a journal field.
change?

What services will be Records systems that will be down during the change.
unavailable during the This is a journal field.
Change?

Are notifications to This is a Yes/No field.

stakeholders required?

Who will send Indicates the group or individual responsible for the change notification.
notification? This is a drop-down field.
This field is required when the question,” Are notifications to stakeholders required?” field is
marked Yes.

Change Manager Tab - The Change Manager tab contains field set at CAB by the Change Manager

Reviewed by CAB: Denotes that the CAB has reviewed the ticket.
Checkbox

CAB Work Notes Used to document any information pertinent to the change that came up during the CAB review.
Journal field

System Info Tab - The System Info tab contains fields set by the system

Active The ticket has a status of

This is a read only check-box field.

Opened Indicates the date/time the Incident form was opened.

This is a date and time field and is read only.
Note: The Created value documents the date and time the ticket was first saved to the database.

Opened By The name of the person submitting the ticket.

This is a read only text field.
This field is populated based on the user’s login information.

Updated The date/time the ticket was lasted modified.

This is a date and time field and is read only.

Updated By The UCSF ID of the person who last modified the ticket.
This is a read only text field.

Closed The date/time the ticket state was marked as Complete.

This is a date and time field and is read only.

Closed By The name of the person who marked the ticket as Complete.
This is a read only text field.

UCSF ServiceNow User Guide Page 82 of 84

 Template Type Denotes the template that was used to create the Change ticket
This is a read only text field.

UCSF ServiceNow User Guide Page 83 of 84

Appendix C: Change State Transition Rules

Closed
State From Pending Work In
Open Planning Scheduled Pending Closed Cancelled
/ State To Approval Progress
Review

New ticket
All Change All Change All Change
(not yet
Types Types Types
submitted)

All Change All Change

Open
Types Types

Routine or Routine or
All Change
Planning Emergency Emergency
Types
only only

Comp Comp
Pending or or
Approval Exp Comp Exp Comp
Only Only

All Change All Change All Change

Scheduled
Types Types Types

Work In All Change

Progress Types

Closed
All Change
Pending
Types
Review

UCSF ServiceNow User Guide Page 84 of 84