HOW TO CREATE

SERVICENOW INCIDENT OR

SERVICE REQUEST FOR BIS

Author(s): Business Information Systems

Creation Date: 23-Jan-2017

Last Updated: 07-Feb-2017

Version: Version 2.0

The University of Texas Rio Grande Valley Business Information Systems

Filename: HT_BIS_Create ServiceNow Incident or Service Request for BIS v2 Page 2 of 13

Table of Contents

HOW TO CREATE SERVICENOW INCIDENT OR SERVICE REQUEST FOR BIS ....................................... 1

Purpose ........................................................................................................................................................ 3

How to Create ServiceNow Incident or Service Request for BIS ........................................................ 3

1. Log into IT ServiceNow ................................................................................................................... 3

2. Incident for BIS vs. Service Request (SR) for BIS ...................................................................... 4

3. Reporting An Incident to BIS ......................................................................................................... 6

3.1. Incident for BIS Important Notes ............................................................................................ 8

3.2. Submit Your Incident to BIS ................................................................................................... 10

4. Create A Service Request for BIS ................................................................................................. 10

4.1. Service Request for BIS Important Notes ............................................................................. 12

4.2. Submit Your Service Request to BIS...................................................................................... 13

5. Expedite Incident or Service Request for BIS ........................................................................... 13

The University of Texas Rio Grande Valley Business Information Systems

Filename: HT_BIS_Create ServiceNow Incident or Service Request for BIS v2 Page 3 of 13

Purpose This document outlines instructions for end users to fill up IT ServiceNow forms (Incident or

Service Request) to request services specifically from Business Information Systems (BIS)

Business Analyst (BA) only. Please follow IT instructions for your other regular IT service

requests.

How to Create ServiceNow Incident or Service Request for BIS Business Information Systems (BIS) requires functional end users to create an IT ServiceNow

ticket to request for BIS services to facilitate recording and tracking of work perform, and

subsequent reporting to management for KPI analysis purposes.

1. Log into IT ServiceNow Go into https://my.utrgv.edu/home using your usual login username and password.

Locate the ServiceNow icon ( ) under the Applications section as shown in screenshot

below. Click on the icon to gain access to IT ServiceNow ticketing system.

The University of Texas Rio Grande Valley Business Information Systems

Filename: HT_BIS_Create ServiceNow Incident or Service Request for BIS v2 Page 4 of 13

2. Incident for BIS vs. Service Request (SR) for BIS There are two ways to request for BIS services; see green box shown in screenshot below

and explanation of each option in the table followed.

Incident for BIS Service Request for BIS

Use the “Something Broken” option shown in screenshot above to report to BIS on any function/process within applications/modules BIS supports listed in Table #1 – Application/Module/3rd-Party Application below that is not working properly.

Use the “IT Administrative Services” option shown in screenshot above to report to BIS on other requests not related to “Something Broken” referenced in “Incident for BIS”. For example, routine production support, enhancement to existing functionality, create new or changes to existing report, etc. Please refer to Table #1 – Application/Module/3rd-Party Application for a list of applications/ modules BIS supports.

The University of Texas Rio Grande Valley Business Information Systems

Filename: HT_BIS_Create ServiceNow Incident or Service Request for BIS v2 Page 5 of 13

Table #1 – Application/Module/3rd-Party Application Oracle EBS Financial Management Systems

Module Module Description ERP-Module

AP Accounts Payable ERP-AP

AR Accounts Receivable ERP-AR

CE Cash Management ERP-CE

FA Fixed Assets ERP-FA

GL General Ledger ERP-GL

LD Labor Distribution ERP-LD

PA/GMS Project Accounting/Grants Management System ERP-PA/GMS

PO Purchasing ERP-PO

PSB Budget ERP-PSB

Oracle EBS Human Capital Management

Module Module Description ERP-Module

HR Human Resources ERP-HR

ESS Employee Self Service ERP-ESS

MSS Manager Self Service ERP-MSS

OAB Advanced Benefits ERP-OAB

PC Position Control ERP-PC

PR Payroll ERP-PR

Banner Accounts Receivable

Module Module Description ERP-Module

AR Banner Accounts Receivable BNR-AR

FMS 3rd-Party Applications

Application Application Description ERP-Module

IShop SciQuest online catalog shopping system EBS-PO

ITravel Concur web based, online employee travel portal EBS-PO

SCLogic Central Receiving package distribution & tracking system

EBS-AP

EiS Reporting EiS Reporting for Financial modules Respective Oracle module

HCM 3rd-Party Applications

Application Application Description ERP-Module

EiS Reporting EiS Reporting for HCM modules Respective Oracle module

EiS Time Entry Employee web based timecard submission system EBS-PR

Hyperion Budget Planning System EBS-PSB

PeopleAdmin Applicant Tracking System EBS-HR

T2 Parking Employee Parking Permit System EBS-HR

Windstar NRA Tax Navigator EBS-PR

Equifax WorkNumber

Employment Verification System EBS-HR

Equifax ACA For Affordable Care Reporting EBS-HR

The University of Texas Rio Grande Valley Business Information Systems

Filename: HT_BIS_Create ServiceNow Incident or Service Request for BIS v2 Page 6 of 13

CS Gold Campus ID System EBS-HR

ImageNow Employee Document Imaging System EBS-HR

JDQ HR Job Description Questionnaire EBS-HR

HR Crosswalk HR Crosswalk EBS-HR

Banner 3rd-Party Applications

Application Application Description ERP-Module

CRC Campus Receivables Collector (Loan Mgmt System)

BNR-AR

CORE CORE iPayment or One-Step System BNR-AR

T2 Parking Student Parking Permit System BNR-AR

E-Pay request Request new event (ePay site/transaction type) to be created

BNR-AR

Applications Manager - AR

AR processes running on a schedule or on demand BNR-AR

Assist Student Self Service - AR

Students access to AR self-service information BNR-AR

StarRez Residence Life Payments and Housing Related Items

BNR-AR

Form Fusion - AR

Templates used for customized Student Letter Email Notification

BNR-AR

NOTE: Any other regular IT service requests should follow regular IT ServiceNow

processes. See Table #2 – Incidents and Service Requests for IT for some examples.

Table #2 – Incidents and Service Requests for IT Examples of Incidents for IT

1. Monitor won’t turn on

2. Computer blue screened

3. Printer has error message

Examples of Service Requests for IT

1. Setting up a new computer and/or printer

2. Adding computer to the domain

3. Adding software to run advertised programs

3. Reporting An Incident to BIS You report an incident to BIS when something is broken or not working correctly in the

applications/modules BIS supports. See Table #1 – Application/Module/3rd-Party

Application for detailed listing. In this case, you look for the “Something Broken” icon ( ).

Click on the icon and follow the instructions to submit your incident to BIS.

The University of Texas Rio Grande Valley Business Information Systems

Filename: HT_BIS_Create ServiceNow Incident or Service Request for BIS v2 Page 7 of 13

NOTE: Many incidents/service requests are being submitted to IT via IT ServiceNow every

day. It is important for you to follow the instructions provided herein to avoid any

delay in getting your ticket to BIS.

Any other regular IT service requests should follow regular IT ServiceNow

processes. See Table #2 – Incidents and Service Requests for IT for some examples.

The University of Texas Rio Grande Valley Business Information Systems

Filename: HT_BIS_Create ServiceNow Incident or Service Request for BIS v2 Page 8 of 13

3.1. Incident for BIS Important Notes a. Fields marked with * are required fields which cannot be left blank. b. Name

i. Your name ii. Someone else’s name (if submit on behalf)

c. Contact Number – Make sure this corresponds with the Name entered above d. Impact – Please follow instruction given and enter an appropriate impact

i. Low – Less than 10 users impacted ii. Medium – Greater than 100 users impacted

iii. High – University wide impact e. Short Description – Please provide a meaningful short description of the issue f. Detailed Description

i. Line #1 – BIS Group the BIS incident is intended for. When IT Service Desk sees this they will forward the incident to specified BIS

group with no further analysis. Refer to Table #3 – BIS Group and Responsible

Applications/Modules below for details on what ERP modules or 3rd-party

applications different BIS Groups are responsible for to determine which BIS

Group to route your BIS incident to.

Table #3 – BIS Group & Responsible Applications/Modules

BIS Group

BIS Group Description

ERP Modules/3rd-Party Applications group responsible for

Bis-bnr BIS Banner AR Team

Banner Accounts Receivable CRC – Campus Receivables Collector (Loan

Management System) CORE – iPayment/OneStep Payment System T2 Parking – Student Parking System E-Pay request Application Manager – Accounts Receivable Assist Student Self Service – Accounts

Receivable StarRez Form Fusion – Accounts Receivable

Bis-fin BIS Finance Team Oracle Accounts Payable Oracle Accounts Receivable Oracle Fixed Assets Oracle Cash Management Oracle General Ledger Oracle Project Accounting/Grants

Management System Oracle Purchasing iShop – Online Catalog Shopping System iTravel – Online Employee Travel Portal

The University of Texas Rio Grande Valley Business Information Systems

Filename: HT_BIS_Create ServiceNow Incident or Service Request for BIS v2 Page 9 of 13

ScLogic – Central Receiving Package Tracking System

Bis-hrms BIS HR Team Oracle Human Resources, Compensation Oracle Advanced Benefits Oracle Budget Oracle Labor Distribution Oracle Position Control PeopleAdmin Applicant Tracking System Hyperion – Budget Planning System Budget Revisions T2 Parking – Employee Parking System Equifax WorkNumber – Employment

Verification Equifax ACA – For Affordable Care Reporting CS Gold – Campus ID System ImageNow – Employee Document Imaging

System HR Job Description Questionnaire (JDQ) HR Crosswalk

Bis-pr BIS Payroll Team Oracle Payroll EiS Time Entry – Employee Online Timecard

System Windstar – NRA Tax Navigator

Bis-trng BIS Training BIS Training related

Bis General BIS Team Use this group when you Do Not Know which specific BIS group to route issue or SR to

ii. Line #2 – ERP-Module OR 3rd-Party Application. Enter ERP Application and respective module OR 3rd-Party Application here in

Line #2. When BIS group sees this, it will go straight to the designated module

BA or they will know who to assign the BIS incident to

A List of ERP Applications, related modules and 3rd-Party Applications

supported by BIS can be found in Table #1 – Application/Module/3rd-Party

Application.

iii. Line #3 – Your detailed description starts here. Please provide as much detailed information as possible to help us understand the reported issue. It is important for you to document or provide screenshots of every step you took to get to the error page/message, and the exact error page you received. Information provided will facilitate our analysis and trouble-shooting process to avoid delay.

The University of Texas Rio Grande Valley Business Information Systems

Filename: HT_BIS_Create ServiceNow Incident or Service Request for BIS v2 Page 10 of 13

3.2. Submit Your Incident to BIS Once you have filled up the required information, following instructions provided

above, you are ready to submit your incident to BIS. Click on the “Submit” button.

4. Create A Service Request for BIS You use the “IT Administrative Services” option to request BIS services for anything other

than break/fix of BIS supported applications and modules. For examples, regular

production support type of requests, analysis on existing or new functionality, enhancement

to existing functionality, new state reporting requirements, etc. Please refer to Table #1 –

Application/Module/3rd-Party Application for a list of applications/modules BIS supports.

In this case, you look for the “IT Administrative Services” icon ( ). Click on the icon and

follow the steps outlined below to submit your service request to BIS.

NOTE: Many incidents/service requests are being submitted to IT via IT ServiceNow every

day. It is important for you to follow the instructions provided herein to avoid any

delay in getting your ticket to BIS.

Any other regular IT service requests should follow regular IT ServiceNow

processes. See Table #2 – Incidents and Service Requests for IT for some examples.

The University of Texas Rio Grande Valley Business Information Systems

Filename: HT_BIS_Create ServiceNow Incident or Service Request for BIS v2 Page 11 of 13

The University of Texas Rio Grande Valley Business Information Systems

Filename: HT_BIS_Create ServiceNow Incident or Service Request for BIS v2 Page 12 of 13

4.1. Service Request for BIS Important Notes

a. Fields marked with * are required fields which cannot be left blank. b. Requested For – Will be defaulted to your name. c. Application and Module - Please select your respective ERP Application and

Module you would like assistance with. Please refer to Table #1 – Application/Module/3rd-Party Application for a list of applications/modules BIS supports.

For 3rd-party application, select the main ERP Application and Module umbrella that

the respective 3rd party application falls under. Please refer to Table #1 –

Application/Module/3rd-Party Application for a list of applications/modules BIS

supports.

d. Priority – Please use appropriate priority to help us prioritize our work. e. Due Date – The SN System defaults to the next day as your due date. For urgent

matter, please see Section 5. Expedite Incident or Service Request for BIS for details. f. Short Description – Please provide a meaningful short description of the service

requested. g. Description

i. Line #1 – BIS Group the service request is intended for. When Production Control team sees this they will forward the service request to

specified BIS group with no further analysis. Refer to Table #3 – BIS Group and

Responsible Applications/Modules above for details on what ERP modules or

3rd-party applications different BIS Groups are responsible for to determine

which BIS Group to route your SR to.

ii. Line #2 – 3rd-Party Application. Please include the 3rd-party application here. If SR is not 3rd party application

related, then skip to enter detailed description per instructions in Line #3.

When BIS group sees this, SR will go straight to the designated module BA or

they will know who to assign the SR to.

Please reference Table #1 – Application/Module/3rd-Party Application for a list

of 3rd-Party Applications BIS supports.

iv. Line #3 – Enter detailed description of your BIS service request and requirements here. Please provide as much detailed information as possible to help us understand the requirements of your BIS service requests. Please reference related statue, if applicable, of any UT System, state or federal mandates.

h. External Ticket # - Enter any related 3rd-party application ticket # relevant to this SR.

The University of Texas Rio Grande Valley Business Information Systems

Filename: HT_BIS_Create ServiceNow Incident or Service Request for BIS v2 Page 13 of 13

4.2. Submit Your Service Request to BIS

Once you have filled up the required information, following instructions provided

above, you are ready to submit your service request to BIS. On the right-hand-side of

the “IT Administrative Services” form you should see an “Order this Item” section.

Click on the “Order Now” and your request will be sent to IT for follow-up action.

5. Expedite Incident or Service Request for BIS

There may be situation that you need to expedite your incident or service request for BIS due

to urgent matter. To do so, you will

1] Follow the above instructions to create an incident or service request to BIS accordingly

2] Once you have received the confirmation email from UTRGV Service Desk on your

newly submitted incident or service request for BIS, forward that email to the respective

BIS group

3] Call the respective BIS Team Lead and reference your incident/service request number

and/or email.