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How to Use ServiceNow Ticketing System

ServiceNow is a powerful ticketing system that helps businesses manage incidents, requests, and changes in an organized manner. With its intuitive interface and easy-to-use features, the ServiceNow ticketing system can assist businesses in reducing response time and resolving issues faster. This blog post will provide you with a comprehensive guide on how to use the ServiceNow ticketing system.

Step 1: Understanding the ServiceNow Dashboard

After logging into the ServiceNow ticketing system, you will be taken to the dashboard. The dashboard will show you various modules, including incidents, requests, changes, and knowledge base. These modules will help you create, search, and manage tickets.

Step 2: Creating a Ticket

To create a ticket, click on the respective module, and select ‘Create New’ button. Fill in the essential details, such as brief description, category, priority, and other necessary information. It is crucial to provide accurate information for the ticket to be resolved quickly.

Step 3: Managing a Ticket

After creating a ticket, it is vital to manage it effectively. With ServiceNow, you can track the status of the ticket, monitor its progress, and check if any updates require attention. The ticket details page shows you the ticket’s current status, progress, and any comments/updates added.

Step 4: Assigning a Ticket

To assign a ticket, click on the respective module and navigate to the ‘Assignee’ section. From there, you can assign the ticket to the person who will be responsible for resolving it. You can also add comments or notes for the assignee to ensure they fully understand the issue.

Step 5: Resolving a Ticket

To solve a ticket, navigate to the ticket details page and click on the ‘Resolve’ button, which will mark the ticket as resolved. You can also specify the ticket’s resolution, such as providing a description of the root cause of the issue and actions taken to fix it.

Step 6: Closing a Ticket

To close the ticket, navigate to the ticket details page and click on the ‘Close’ button. Once you have closed the ticket, it will move from the ‘Open’ to the ‘Closed’ status category. Closed tickets can still be accessed if you need to refer back to them later.

Step 7: Using the Knowledge Base

The knowledge base is a comprehensive resource that businesses can use to get answers to frequently asked questions. To access the knowledge base, click on the respective module and select ‘Knowledge Base.’ You can then search for articles or add new ones.

Step 8: Reporting and Analytics

ServiceNow ticketing system reports give businesses data-driven insights into their ticketing operations. To access the reports, navigate to the ‘Reporting’ section. The system generates reports to analyze ticket trends and monitor the organization’s overall performance.


The ServiceNow ticketing system is an excellent tool for businesses to manage incidents, requests, and changes efficiently. By understanding how to use the system effectively, you can reduce response time and resolve issues faster. With the steps outlined above, you can create, manage, assign, resolve, and close tickets effectively. Using the knowledge base and reporting and analytics sections can help you improve your organization’s overall performance.