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Submitting Support Tickets and General Incidents

Submitting 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 website Homepage with Websites
  3. This will take you to a ticket request form in ServiceNow. The type of ticket created will be related to the category you selected previously. In this example, the ticket is a "Website Support Request." Your name and user ID will autofill into the "Requested For" box but you can change this information if you are submitting the ticket on another user's behalf.
    Penn State Service Now Liberal Arts Website Support Requests page
  4. Fill out the appropriate boxes. For a Website Support Ticket, this includes a short description of your request, a detailed description (if necessary), the URL of the website in question, and a contact for the issue.
  5. When you are done, hit “Order Now.” You will receive an email confirmation.

  6. Your ticket will be sent to the applicable team, in this case, the Web and Creative Services team. Someone from the team will either fulfill your request or reach out to you for more information.

  7. Once the request is complete, the ticket will close.


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. 2. Click on the orange "submit a ticket" button in the top banner to open a General request.
      ITLA website homepage with Submit a Ticket button highlighted
    3. This will take you to a general ticket request form. You will fill out the issue you are experiencing and additional details about the issue. This will help our service desk assign your ticket to the appropriate unit.
      Penn State Service Now General Ticket Request page
    4. Once you submit the ticket, you will receive a confirmation email. Our helpdesk will then review the ticket and route it to the appropriate team. When the appropriate team receives the ticket, you will get a second email.
    5. The appropriate team will either fulfill your request or reach out for more information.
    6. Once the request is complete, the ticket will close.