The Support@Duke service management system (also known as ServiceNow) is used at Duke for several service management related activities, including knowledge, incident, request and change management. The online knowledgebase allows the Duke community to search for answers to technical questions online. The incident, request, and change management process is used by the University and Health System.
Departments may also be able to leverage ServiceNow to have customers enter tickets via web forms or an email address.
Incident and Request
Incident Management Guide
Request Fulfillment Guide
Viewing the status of an Incident
How to Find and View Service Requests
Adding additional detail columns to your lists of records
Viewing the history of an incident
Update multiple incident records from a list view
View more records (rows) on one page
Setup Favorites to ease navigation
Filter using search to ease navigation
Customer Satisfaction Surveys and base sample reports for Group Managers
Toggle Navigation Menu
Mobile App Basics
Printing A Ticket
Personal Profile Management
If you have questions or need more assistance please assign a task to Service Management-OIT for University and here for Health System.