Before creating a ServiceNow ticket, it is important to understand the ticket types. In general, two ticket types are used to raise a ServiceNow ticket:
Incident ticket is used for reporting issues such as outages and bug claims when a functionality is not working as expected. Based on the number of users affected from the issue and if there is a workaround or not, the priority of an incident may increase from Prio 3 to Prio 2 and Prio 1 – total outage affecting all users.
Request ticket is used to submit requests such as user administration, obtaining information or exporting reports. A request ticket’s priority can only be set as Prio 3.
The following table should be used to determine the priority of a ServiceNow ticket:
| Priority Matrix* (ServiceNow Fields – Impact on Business (Row), Urgency of Incident (Column)) | Affecting single user | Affecting multiple users or teams | Affecting all users |
| The incident has a workaround (Can be solved or operated by other tools / other colleagues) | Prio 3 | Prio 3 | Prio 2 |
| The incident has no workaround (Cannot be solved or operated by any other alternatives) | Prio 3 | Prio 2 | Prio 1 |
| The request is not an incident (For example, information request) | Prio 3 | Prio 3 | Prio 3 |
*The definitions in the Priority Matrix table are taken from the configurations in ServiceNow
How to Create a New Ticket
There are two different methods to create a ServiceNow ticket:
Ticket Wizard
The first method is using the ticket creation wizard by selecting the correct IT Service Area and IT Area. This wizard is available both in the new UI and in the classic view.
Whichever UI you pick, you will be asked to pick the correct IT Service Area and IT Area.
If you need to create a ticket on behalf of another colleague, please update ‘’Open on behalf of this user’’ field with the username of that requester.
If you need to create a ticket that you will work on that afterwards, please select the desired IT Area, fill in the ticket title and explain the case in Description field and then click on Submit button.
The ServiceNow ticket will be created and the ticket number will be assigned to your ticket.
This is a great method if you do not know the assignment group of the functionality that you are raising your ticket for.
Ticket Creation Form
The second method is using the ticket creation form that can be found in the classic view. This functionality is only available to ServiceNow users that has support role assigned.
To access the ticket creation form, on the left menu bar, click on Create New button under Incident / Request section.
Different than the wizard, you need to pick the relevant fields prior to submitting your ticket.
If you don’t know the assignment group but want to create your ticket using the form, you can still do so by picking the Service Area and Area fields. Click on Save button afterwards and the system will automatically define the assignment group that corresponds your selection.
In the form, the section on the left belongs to the requester, where you can define the requester of the ticket, ticket type, priority metrics including Internal Priority. You can define the Internal Priority as you wish, even though it is a Prio 3 ticket. This field is used to show the importance of the resolution speed for the requester, even though it is an individual issue that is technically a Prio 3.
If you need to escalate the priority of a ticket, the system will prompt you to confirm that it is an actual higher priority ticket. Select the checkboxes and click Proceed button to continue with your ticket creation.
If you are raising a Prio 1 ticket, please ensure that there is total outage for all users and there is no workaround.