...

• Tickets are centered around a specific issue. If a user has a problem with their computer, the IT department can create a ticket for the incident and record the troubleshooting steps they have taken, as well as any interactions with the client. Especially when working in team environments where the ticket may pass through multiple agents, this can be helpful to ensure that the same troubleshooting action is not attempted multiple times.
• Tickets prevent incidents from falling through the cracks. A ticket can have a status of Open, In-Progress, or Closed. Keeping a ticket "open" ensures that you do not forget to follow up with someone, and that nothing falls through the cracks.
• Tickets provide continuity. If you run a lab or group where staff members are constantly coming and going, a ticketing system can allow anyone on the queue's staff list to review the history and interactions with a client regarding each issue.
• Tickets make escalations easy. You can easily reassign tasks to other departments, or automatically notify other staff members of the responses. This helps prevent staff from responding to a client's question more than once.
• Tickets provide greater insight into common problems. You can categorize problem types and assign tickets to them, which helps management understand where the organization needs more help. For example, you may have categories such as "IT - Desktop Support" and "IT - Printing" to see how frequently printer problems occur, and whether or not it makes sense to look at reducing the ways in which that will be problematic.

How to Access

In order to access Service Now, you must first be assigned to a staff queue. If you are not assigned to a staff queue, contact CRE IT.

Once you are assigned to queue(s), visit https://mit.service-now.com and log in using your Kerberos credentials. Please note, the website really only works on desktop computers.

If you want to access the ServiceNow website on your mobile device, you can try selecting "Use Desktop Mode" or "Desktop Site" from your browser's settings (the exact terminology and where to find this varies from browser to browser). Once you have activated Desktop Mode, select your initials in the top-right corner, and then select "Switch to Desktop". Click this link to follow more detailed instructions.

Support

To request a ticketing queue for yourself or your team, email cre-it@mit.edu.

...