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Quick Tips For Searching Help Articles and Creating Help Tickets

Number of views : 4
Article Number : KB0014149
Published on : 2019-01-12
Last modified : 2020-05-06 21:51:27
Knowledge Base : ServiceNow - Public Self Help

Quick Tips for searching help articles and creating help tickets in ServiceNow.

Visit the UT ServiceNow Self Service site:


Search for self-help articles to get answers to your questions

  • Use the Search box in the center to find self help knowledge and catalog request forms
  • Use the * character as a wildcard before your search term to help find results that contain the term (i.e. “*email”)
  • Use AND, OR and NOT between search terms to focus results; enclose specific phrases in quotes


Tips for creating help tickets

  • Create a help ticket by clicking Create Ticket to open form
  • See Self-help results appear at the bottom of the form based on words entered in Short Description
  • Hover over the      icon to open a popup window. Hold shift & click in popup to freeze window open. 
  • Add an attachment to a ticket by dragging & dropping onto the form
  • If help did not solve your issue, complete your ticket form and click Submit
  • Click Home to see your ticket in My Tickets


Download Printable Guide



Finding and Using Self-Help Knowledge Articles


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