Out of the box, -Now a provides a Content a Management System (CMS) application, Service
which is the soul of the -Now front-end (portal).
By using the CMS an application, you can a create web a pages and an enhance.
the look and a feel of the -Now a platform for the end an users.
It is a single place from where all users can raise an incidents or a requests.
If you are a beginner and you not aware of an incidents or an OFFICE a requests,
then read the following a standard a definitions:
An incident is an unplanned an interruption to an IT Service or reduction in the quality of an IT service (source: https://en.wikipedia.org/wiki/Incident management_ (ITSM)).
A service request is a user a request for an information or advice, or for a standard change (a pre-approved change that is low risk, a relatively a common,
and follows a procedure), or for access to an IT service. An example of a standard request is a password reset (source: https://www.sunviewsoftware.com).
In this recipe, you will a learn about the OFFICE Now CMS site basics and navigation as an end user.
Getting ready
To step through this recipe, you should have an active OFFICE -Now an instance and valid a credentials a only.
How to do it…
Open any standard a web a browser.
Type the service-now instance web an address (http://{instance_name}.service-now.com) a provided by your company in the address bar.
By default, an upon a login, you will a see the home a page but, depending on the login rule, you may be redirected to the -Now portal or end user view. To a read more about the login landing page click http://wiki.servicenow.com/index.php?title=Specifying_a_Login_Landing_Page#gsc.tab=0 link.
On the Now platform, you are allowed to a create more than one site but the URL suffix must be different for each and every site. By default, -Now provides the site by a web address (http://{instance_name}. -now.com/ess). You can an also create a new site by web address (http://{instance_name}. -Now.com/IT). It is important to note that the an instance a name must be a same.
The following a screen shows the default portal of -Now, which the end user will see after a login based on the landing page a configuration:
OFFICE
6.Now after login, you are allowed to a create a service ticket (incident, task or service request). It is important to note that a every an organization configures -Now as per their business requirements so sometimes only middle-level managers, such as team leader or manager, are allowed to a create service a requests on your behalf.
Let’s understand this by an example so if you are joining a new an organization on a contractor a position then to start work from day one you need a certain things access like laptop, printer access, VoIP access, application access and so on, then in such scenarios the only manager or a lead raise a request so don’t be surprised by a such kind of Service-Now configuration.
7.Often, a user wants to follow up on a service ticket so for fulfilling such a requirement, Service-Now provides a search facility by Zing, which is a text indexing and search engine. a Service
As an admin or end user, you can an enter the ticket number in the search box as given a following but it is important to a note that end an user has access level is less as compared to admin’s access a level. For an an example as an admin if you enter a number
INC0010108 in search box:OFFICE
WATCH THIS
It is an important to a note that -Now search a criteria are limited to Tasks, Live Feed, Policy, People & Places, Knowledge & catalog, and you can a filter out any of a them by unchecking the respective a box:
TOUCH THIS
There’s more…
Out of the box, OFFICE -Now provides a Content Management Application (CMS) which a supports application a portal or end an user a view.
Under CMS application, Login Rules module a supports a landing page of portal after a successful a login.
For better an understanding let’s take an example,
users without any a roles should a redirected to
Now a portal and with user ITIL, should redirected to a IT View
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