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Please review the following articles for a detailed explanation on the Incident Management, Service Catalog, Service Portal, and the Password Reset processes.

• Incident Management Process

  • Provides a detailed explanation on the Incident Management process in ServiceNow. This article reviews the incident application and modules, creating a new incident, incident form features, incident notes and the resolution process.

• Service Catalog Process

  • Provides a detailed explanation on the Service Catalog process in ServiceNow. This article provides an understanding of the Service Catalog application and modules, Service Catalog categories, types of records, locating and working catalog tasks, closing catalog tasks.

• Service Portal User Guide

  • Provides a detailed explanation of the self-service portal where users can submit incidents or requests, check the status of incidents/requests, or approve requests.

• Password Reset Process

  •  Provides a detailed explanation of the password reset process which includes enrollment and resetting your password once enrolled.

• Demand Management Process

  • Provides a detailed explanation on how to create and submitting an idea, as well as an overview of the Demand Management process once an idea is accepted.

After you have access to ServiceNow, you must request access to the appropriate ServiceNow Assignment Group and have the request approved by your Security Official.

1. Sign into the Service Portal using your HARP credentials.

2. Click I Need Something to be redirected to the Service Catalog.

3. From the Service Catalog, select Assignment Group Management.

4. Select Edit ServiceNow Assignment Group Membership.

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5. Click the Add button to open the Add Row pop-up window for the Add members to groups information.

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6. Complete the following fields in the Add Row pop-up:

• Assignment Group: Enter or select the ADO-PM3 ServiceNow-Support Assignment Group from the lookup using the Magnifying Glass Icon.

 NOTE: Designated group members will display in the Current Group Members listing.

•  Add Members: Type the member’s name or select member(s) from the lookup using the Magnifying Glass Icon. 

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NOTE: The More information displays, "Select members to be added to the group. If you cannot locate the group member, they do not have a ServiceNow account. To request an account, please have them sign up via the CCSQ ServiceNow Getting Started Page."

7. Click the Add button to add the selected member to the group for the ServiceNow Assignment Group Membership Request.

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8. Scroll down to the Need by date Select the Calendar Icon to provide the current date or future date.

NOTE: You will receive the following error message if you select a previous date: “Need by date cannot be before current date”.

9. Complete the Business Justification Type “Assignment Group needed to access ServiceNow to perform my role on the PM3 SN Communication Team.”

10. Locate and select the Paperclip Iconto attach a document, file, image, etc., to the form, if needed.

11. Click the Submit button to submit your request.

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NOTE: Upon submission, a requested item (RITM) record will be created and assigned to the CCSQ Services and Operations Support team for approval. Once the RITMs have been created, a single notification will be sent to the requestor with the details for each request. 

For detailed steps, please visit the Knowledge Article on Assignment Group Management Catalog Items. Note: To view Knowledge Articles you will need to sign into your CCSQ ServiceNow account

Please review the following articles for a detailed explanation on the Incident Management, Service Catalog, Service Portal, and the Password Reset processes.

Demand Management Process

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