How to Use ServiceNow to Submit and Track IT Requests
Created: 06/17/2025
Last Updated: 06/17/2025
Summary:
This article explains how to access and use the ServiceNow portal to submit IT support requests, report issues, and track the status of tickets.
Applies To:
System/Platform: ServiceNow (Web)
User Level: All Staff
Steps:
Access the ServiceNow Portal:
Go to your organization’s ServiceNow URL (e.g., https://companyname.service-now.com).
Log in with your organizational credentials.
Submit a Request or Report an Issue:
From the homepage, select "Get Help", "Submit a Request", or "Report an Issue".
Choose the appropriate category (e.g., Software, Hardware, Account Access).
Fill out the form with as much detail as possible—include error messages, screenshots, and urgency level.
Click Submit to send your ticket to the IT team.
Track Your Ticket Status:
Go to "My Requests" or "My Incidents" from the homepage or sidebar.
View the status, assigned technician, and any updates or comments.
You can respond or add more information directly within the ticket.
Search the Knowledge Base:
Use the search bar or click Knowledge to browse help articles before submitting a request.
Look for solutions to common problems like password resets or VPN setup.
Troubleshooting Tips:
If you can’t log in, try clearing your browser cache or use a different browser.
Make sure you’re connected to your organization’s network (or VPN if required).
For urgent issues, check if your ServiceNow instance offers a live chat or emergency contact option.
Related Articles:
[How to Reset a Password in ServiceNow]
[ServiceNow: Setting Email Notifications for Ticket Updates]
Contributor Notes (Optional):
Guide updated for UI changes introduced in ServiceNow Washington Release (2025).
License:
This article is shared under a Creative Commons Attribution 4.0 International License. You’re free to copy, share, or adapt it as long as you give credit.