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Service Catalog Request Management Quick Reference Guide

Number of views : 51
Article Number : KB0014146
Published on : 2021-04-27
Last modified : 2021-04-27 17:18:49
Knowledge Base : ServiceNow - Public Self Help

 A quick reference guide for Request Submission and Request Fulfillment in ServiceNow.  This includes quick tips for requesting various services offered in our catalog.

Request Submission

  1. Go to UT ServiceNow at
  2. Navigate to the service page using search or via categories
  3. Use Request buttons to access request form
  4. Complete all required fields (marked with *)
  5. Select Order Now or Add to Cart > Continue Shopping to add more request items to cart

Once the order has been placed, a confirmation email will be sent. Status of your Request can be viewed on the UT ServiceNow website under My Open Tickets.

Request Fulfillment

  1. Members of an Assignment Group will get an email notification of the Task visible in My Groups Work
  2. Assign the Task to an individual; it will then be visible in Service Catalog > My Work module
  3. Open the Task record and review the work to be completed
  4. Assign the Task and set state to Work in Progress or Pending
  5. Keep track of progress in Work Notes as the Task is fulfilled
  6. Once the Task is complete, select Close Task

When all Tasks have been completed & closed, the Request status will be updated to Closed Complete and the customer will receive notification.

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