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Submitting Support Tickets and General Incidents

Instructions on opening a support ticket in ServiceNow

  1. Open the ITLA home page
  2. Review the Service Categories listed on the page and select the one that is related to your issue or request.  For example, if you were having an issue with a website or you wanted to create a new website you would select the “Websites” category.
    If you are not certain which category to select, just click on the orange “submit a ticket” button in the top banner to open a General Request.
    ITLA homepage screenshot
  3. This will bring you to the ServiceNow category description page. On this page, you will find a brief description of the service category and availability.  At the bottom of the page are two links with which to open tickets.
    An incident ticket is to be used for any unplanned interruption in your work (something is broken).  If you are reporting an incident, click on the “Report an Issue” link.
    A Request ticket should be created for any request for information or services from the IT Department (need assistance or new technology).  If you are making a request, click on the “Submit a General Request” link.
    Service page image
  4. By clicking on the link, the support or request form will display.  
    • The Service Offering will be pre-filled for you based off your category selection.
    • Your name and ID will also be pre-filled but you can change this information if you are submitting the ticket on another user’s behalf.  
    • Enter specific information regarding your issue or request.
    • If you have supporting documentation, you can attach one or more files.
    • When you have completed all required information, you should submit the form for processing.
      • For an issue, click the Submit button in the lower right hand corner.
      • For a request, click on the Order Now button in the top right hand corner.
  5. Upon submission, a confirmation email will be sent to you.

Instructions on opening a General Incident in ServiceNow

If you are not sure which category to select for your issue or request, you can use the General form to submit your ticket. 

    1. Open the ITLA home page
    2. If you are not certain which category to select, just click on the orange “submit a ticket” button in the top banner to open a General request.
      ITLA homepage image
    3. Clicking this button will open the dialog box for a general ticket.  Please complete the information requested and attach any supporting documentation.  When you are done, click the Submit button in the lower right had corner.   We will take care of routing your ticket to the appropriate group for processing.
      general ticket creation image
    4. An email will be sent to you confirming your submission.