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Simply click any section to skip to that area of the guide. For questions or concerns related to ServiceNow, please contact the Tech Café at 210-458-5555 or [techcafe@utsa.edu](techcafe@utsa.edu).  \nCONTENTS  \nService Portal ......................................................................................................... 6  \nSNOW Search Engine ......................................................................................... 6  \nService Catalog................................................................................................... 9  \nSubmit a Request from the Catalog ................................................................. 12  \nAcessing Requests from the Portal Homepage................................................. 14  \nRequest Management ......................................................................................... 16  \nSubmitting a Request from the Frameset ........................................................ 16  \nCatalog Requests, Items, and Tasks.................................................................. 17  \nOrdering an Item From the Catalog ................................................................. 19  \nFulfilling the Request ....................................................................................... 22  \nService Catalog Automation ............................................................................. 25  \nFulfiller Responsibility ...................................................................................... 25  \nStandard Service Catalog Notifications ............................................................ 25  \nAgent Workspace................................................................................................. 26  \nNavigation........................................................................................................ 27  \nChange Agent Status ........................................................................................ 29  \nVisibility ........................................................................................................... 30  \nAgent Assist ..................................................................................................... 30  \nCompleting an Interaction ............................................................................... 31  \nFlip an Interaction to an Incident ................................................................. 31  \nFlip an Interaction to a Request ................................................................... 33  \nCreate a Request from an Incident............................................................... 35  \nChild Incidents.............................................................................................. 35  \nIncident Management.......................................................................................... 38  \nIncident Management Roles ............................................................................ 38  \nProcess Owner ............................................................................................. 38  \nIncident Manager ......................................................................................... 38  \nMajor Incident Manager .............................................................................. 39  \nService Desk Agent....................................................................................... 39  \nTier 2 Support .............................................................................................. 39  \nTier 3 Support .............................................................................................. 39  \nEnd User....................................................................................................... 39  \nIncident Management ","cbCaibQQBzKyQAyb","https://ap.wps.com/l/cbCaibQQBzKyQAyb","pdf",12341785,89,"English","# Service Portal\n# SNOW Search Engine\n# Service Catalog\n## Submit a Request from the Catalog\n## Accessing Requests from the Portal Homepage\n# Request Management\n## Submitting a Request from the Frameset\n## Catalog Requests, Items, and Tasks\n# Incident Management\n## Incident Management Roles\n## Incident Management Process and States\n## Incident Notes and Visibility","[{\"question\":\"What is the purpose of the UTSA ServiceNow User Reference Guide?\",\"answer\":\"It compiles UTSA SNOW training materials to give users quick, easy access to common ServiceNow functions and workflows.\"},{\"question\":\"How does the guide help users submit requests?\",\"answer\":\"It explains how to submit requests from the Service Catalog, including actions from the catalog frameset and the portal homepage.\"},{\"question\":\"What incident management topics are covered in the guide?\",\"answer\":\"It includes incident roles, the incident management process and states, incident notes, visibility and related records, as well as priority changes, hold handling, and resolution.\"}]","UTSA ServiceNow User Reference Guide | PDF",224]