View Your Tickets in the ServiceNow


This article demonstrates how to search for and view active and/or closed tickets in the ServiceNow Portal.

All open incidents and requests associated with your account are visible, whether active or closed. 

Finding Your Requests

To access and manage your requests in the ServiceNow Portal, you'll need to log in first. Once you're logged in, you can easily view and track all of your requests.

    1. To view Requests, you must first log into the ServiceNow Portal. Click the Log in button in the upper right:

      Portal Log In
    2. Once logged in, click on My Tickets.
    3. This view allows you to see all your requests with the most recent at the top.

Note: Use the View drop down to toggle between Open/Closed Incidents and Requests.

Viewing Details 

Once you open the request, you will be able to view the stage of the REQ/INC and who it is assigned to. This will also provide additional tabs to view information regarding the ticket:

  • Activity: displays the communication history and updates pertaining to that request.
  • Attachment: displays any attachment that was shared while the request was active.
  • Additional Details: displays the details of the original request that was submitted.

Note: The "Additional Details" tab will only appear for Request (Req) ticket types. 

Adding Comments or Attachments to Your Ticket

In addition to viewing the status of your ticket, the My Tickets link in ServiceNow allows you to communicate directly with the IT staff person assigned to your request. 

Instructions

  1. From your My Tickets list, click on the title of the request. (in the Record column).
  2. A detailed view will open. Locate the box that says, "Type your message here..."
    1. To add a comment, type your message into the text box and click Post.
    2. To add a file, click the paperclip icon next to the text box and select your file.
      Note: Attachments automatically post as they are attached.
  3. Your message and/or attachment will appear in the Activity feed and the IT team will be notified of the update.

Using this feature is a great option for communicating with IT about your request.