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If you want to access the ServiceNow website on your mobile device, you can try selecting "Desktop Mode" from your browser's settings and then selecting "Switch to Desktop" in the ServiceNow application. Click this link for step-by-step instructions.

Support

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

To request support for ServiceNow, email dlc-ticketing@mit.edu and cc cre-it@mit.edu.

Training

For the training outline, please view this page.

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CRE has several queues within ServiceNow:

If you would like to open a queue for yourself and/or your team, please contact CRE IT.

Tips

• There is a bug in MIT's SN instance which causes the dashboard to hang when you click on the Requestor's name. Click on the Ticket Number to open the ticket details.
• The "Description" field is included in emails to your clients
• When you create a new ticket, an email is not automatically generated to the end user. You need to add a second response, even if it just says "Please see below" to generate the email to the end-user
• You can enable/disable a setting which forces the agent to select a category and service. Categories and services are useful for reporting information, but may not be necessary depending on your use case.
• You can send emails with attachments in the top-right hand corner. These emails will be added to the ticket.
• You can create checklists for TODO lists using the checklist tab.
• You can forward an email to the ingest email address without adding anything to the email body. This will create a ticket using the original sender's email address as the requestor on the ticket.
• Use "Cancelled" status to close junk/spam tickets. This eliminates the need to fill in mandatory fields.
• It may take overnight for staff members in nested moira groups data to propagate to ServiceNowsync to ServiceNow.

Frequently Asked Questions

When someone submits a ticket to a queue with several agents, who receives it?

Support

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

To request support for ServiceNow, email dlc-ticketing@mit.edu and cc cre-it@mit.edu.

CRE's ServiceNow Queues

CRE has several queues within ServiceNow:

If you would like to open a queue for yourself and/or your team, please contact CRE IT.

Deactivated Ingest Email Accounts

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