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Customer Support

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Customer Support
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1 Customer Support

ServiceNow offers world-class customer support to every customer. Quick solution paths can be found using customer support tools such as user forums, blogs, product documentation, and useful solutions. The Customer Support team, located in our support centers in San Diego, Amsterdam, and London, is comprised of trained, experienced professionals with deep product knowledge and real-world experience. The goal of our customer support effort is to help your team resolve issues as quickly as possible.

Customers working for commercial organizations can read this page to learn about obtaining customer support from ServiceNow, including online resources and a customer support phone number. Customers working for government organizations can obtain information specifically for their needs by reading the Customer Support for United States Government Customers page.

Note: Customer Support does not provide assistance with implementations. Please contact the ServiceNow Implementation Services team.

1.1 Support Best Practices

ServiceNow suggests this customer support pathway for quick solutions:

  1. Clearly identify the issue or question.
  2. Visit the ServiceNow Wiki.
  3. Search the ServiceNow Community.
  4. Post a question on the ServiceNow Community forums. You must create an account in the ServiceNow Community in order to post.
  5. Open an incident via the online Customer Support system in HI.
  6. Contact the Customer Support team.

1.2 ServiceNow Wiki

The ServiceNow Wiki is the main repository for ServiceNow product documentation. Recommended starting points are the Main Page or the Site Map. The search functionality returns answers from both the wiki and the ServiceNow community. Each article in the wiki offers comment and ratings functions. Participation and feedback are encouraged. Questions concerning documentation can be registered on the Product Documentation forum in the ServiceNow Community site or directly on each wiki page, using the Feedback tab.

1.3 ServiceNow Community

The ServiceNow User Community offers blogs, articles, forums, and events related to ServiceNow usage, administration, and customization. Searching the Community returns answers from all parts of the Community site.

1.4 User Forums

User forums are an excellent resource for assistance with your ServiceNow instance questions. Forums are also the place to discuss items related to ServiceNow functionality and processes with other users.

1.5 Knowledge Base

The Knowledge Base contains known errors, useful solutions, and troubleshooting tips to address commonly asked questions. It can be accessed within HI by navigating to Self-Service > Knowledge.

2 ServiceNow Monitoring

ServiceNow has a robust monitoring and diagnostics framework based on delivering cloud service to the end user. This framework helps detect, respond, predict, and prevent issues at each layer of the service dependency. For additional information, see ServiceNow Monitoring - Overview and Insight in the HI knowledge base.

3 Support Basics

  • Hours: All support tools and materials are available on our websites 24 hours a day. The Customer Support team is available 24 hours a day, 7 days a week, including all holidays.
  • Online Support: Customer Support system at hi.service-now.com. Customers receive user IDs during the implementation process.
  • Phone Support: For information, see Contact Us.

4 Submitting an Incident

To report an issue, submit an incident. For help filling out the incident form, click More Information near each field for details about that field or choice.

For all HI incident reports, you must select an incident type. It is essential for quick resolution of the problem that you choose the most appropriate selection. Additional fields appear on the incident form based on the type you specify. The type options are:

  • Question or request: For general information, select this option.
  • Something is broken: If the instance behaves in an unexpected way or does not perform the way it should, select this option. The issue may be caused by a bug, misconfiguration, or user error.
  • Performance issue: If the entire instance or sections of the instance are operating slowly, select this option.
  • Outage: If the entire instance or sections of the instance are completely inaccessible, select this option.


4.1 Submitting a Non-Outage Incident

  1. Navigate to Self-Service > Incidents > Create New Incident.
  2. Select an incident Type that is not an outage. For an outage incident, see the procedure following this one.
  3. [Required] Select a Category.
    • If the incident affects multiple categories, select the most relevant one.
    • If you selected Performance in step 2, the Category field is hidden and the incident is automatically assigned to the Performance category.
  4. In Instance affected, specify the instance on which the issue is occurring.
    • If multiple instances are affected, select the one that is most critical and list the others in the Details section.
    • Customers can only select their instances. ServiceNow partners can select their own instances and the instances of customers they manage.
  5. [Partner] Select a Company. You can select the partner company you work for or any customers you manage.
  6. [Required] In Short Description, type a short summary of the incident. Up to 180 characters can be entered.
    As you enter text in the Short Description field, the text is also automatically added to the Possible Solutions field. A list of ServiceNow knowledge base articles, wiki pages, and community posts based on the short description text appears automatically. Please note that community posts must be marked as Answered to be included in the list. The ten most relevant articles appear at the top of the list. If you edit the text in the Possible Solutions field, different search results appear automatically. Read the pages to find information and a possible solution to your issue.
    Incident Record Producer

  7. Do one of the following:
    • If a specific article provides a solution to your issue, click Fixed my issue next to the relevant article. A feedback and rating screen appears. You can type specific feedback and click a feedback button.
    • If you found an answer to your question by reading multiple articles, pages, or posts, click Found an answer. A feedback and rating screen appears. You can type specific feedback and click a feedback button.
    • If there is no longer a reason to submit the incident, click Cancel submission. A feedback and rating screen appears. You can type specific feedback and click a feedback button.
    • If you still need to file the incident, click Continue submission. Follow the remaining steps in this process.
  8. Provide additional information.
    • The Type and Category specified on the first screen of the incident record producer are added to the top of the Additional Information screen for reference.
    • Available fields on the Additional Information screen depend on the Type and Category specified.
    • Click More Information for details about a specific field.
  9. [Optional] To add an attachment, click the paperclip icon Paperclip icon.png and browse to a file. Attachments such as screenshots, log files, and text files can provide additional, helpful information.
  10. If you read any ServiceNow documentation, such as a wiki page, knowledge base article, or community post, that did not provide an answer, copy and paste the URL into the text box to help us improve our product documentation.
  11. In Timezone currently set in your user profile, check the time zone listed. To change the time zone for this individual incident, select a different time zone. On the incident record, the specified time zone appears in the Requested time zone for incident field.
    Incident Record Producer - Additional Information

  12. Click Submit.
    A feedback and rating screen appears with the incident number listed at the top. You can type specific feedback and click a feedback button. If you click a feedback button, your new incident is displayed.


4.2 Submitting an Outage Incident

  1. Navigate to Self-Service > Incidents > Create New Incident.
  2. In Type, select Outage. For an incident that is not an outage, see the procedure preceding this one.
  3. [Partner] Select a Company. You can select the partner company you work for or any customers you manage.
  4. In Instance affected, specify the instance on which the outage is occurring.
    • If multiple instances are affected, select the one that is most critical and list the others in the Details section.
    • Customers can only select their instances. ServiceNow partners can select their own instances and the instances of customers they manage.
  5. In Are all geographical locations affected?, select Yes if more than a one region is affected by the outage.
  6. In Can you get to the login page?, select Yes if you are able to view and use the login page on the instance.
  7. [Required] In Details, type a description and any information that could help ServiceNow resolve the outage.
  8. In Do you know when this issue occurred?, select an answer. If you select Yes, I know the start and end time, specify the time the outage started and stopped.
  9. In Timezone currently set in your user profile, check the time zone listed. To change the time zone for this individual incident, select a different time zone. On the incident record, the specified time zone appears in the Requested time zone for incident field.
  10. In Is this issue affecting all users or some users?, select an answer.
    Incident Record Producer - Additional Information for Outages

  11. [Optional] To add an attachment, click the paperclip icon Paperclip icon.png and browse to a file. Attachments such as screenshots, log files, and text files can provide additional, helpful information.
  12. Do one of the following:
    • To stop and not submit an incident, click Cancel submission. A feedback and rating screen appears. You can type specific feedback. Click a feedback button to return to your home page.
    • If you still need to file the incident, click Continue submission. A feedback and rating screen appears. You can type specific feedback and click a feedback button. If you click a feedback button, your new incident is displayed.

4.3 Determining Incident Priority

The priority of all requests is determined in accordance with the following guidelines:

Priority Definition
P1 Any defect that causes an instance to be unavailable.
P2 Any defect that causes a mission-critical function to fail.
P3 Any request or defect that is significantly impeding work or progress.
P4 Any request or defect that is important, but not significantly impeding work or progress.

4.4 Opening an Incident Tutorial

Click the plus sign (+) to expand the following video tutorial:

4.5 Opening a Repeat Incident

If an incident has been closed, but the issue occurs again, you can open a repeat incident. Key fields on the original incident, such as short description, company, caller, and category, are copied to the repeat incident. The repeat incident contains a reference to the original incident. To see the reference, personalize the Incidents list view by adding a column for Original Incident.

Opening a repeat incident is helpful when communicating with ServiceNow Customer Support. Cusotmer Support does not monitor, nor are they alerted to, email that is in reply to a closed incident. Creating a new repeat incident opens the correct communication channel.

To open a repeat incident:

  1. Navigate to Self-Service > Incidents > My Closed Incidents.
  2. Open an incident.
  3. Click Open Repeat Incident.
  4. Edit the new incident, as necessary.

5 Viewing Customer Support Requests

Customers can view incidents they have created at any time.

  1. Navigate to Self-Service > Incidents > My Open Incidents.
  2. Click an incident Number for detailed information.

6 Submitting Service Requests

The following requests can be submitted from hi.service-now.com by using the following modules in the Self-Service Application:

Requests not covered by these categories can be addressed by creating an incident.

7 Customer Admin Role

ServiceNow strongly recommends customers designate at least one user Customer Administrator for the purpose of creating and managing users on the Customer Support portal. For more information, see Customer Administration.

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