Send Email from Service-now KBA

   1.1 Introduction

  Service-Now is an online ticketing system that allows users to report IT issues and request IT services. The system keeps a log of all activities and automatically emails status updates, allowing users to track the status of an incident ticket or a service request   that has been submitted.

1.2 Document Objective

   This Document provides an overview of the Service-Now user interface and covers how to login and how to send an email from incident.

2.1 Process

  2.1.1 – Logging In

   You can log in to Service-Now from any device with an internet connection using your ITIL license account.
  2.1.2 - Login to Service-Now:

1. Open a web browser and go to https://service-now.com/nav_to.do?

2. On the Service-Now login page, enter your username and password in the

Corresponding fields, and then click the Login button (see Figure 1).

                         
                                    Figure 1 – Service-Now Login Page 

2.2 - Overview of the User Interface:

The Service-Now user interface is composed of three main sections (see Figure 2).
          

                                             Figure 2 – Service-Now User Interface 

1. The Banner frame is located at the top of the user interface and provides access to account

Settings, system settings, and help.

2. The Navigation bar is located on the left side of the user interface and provides access to all available applications and modules, your favorites, and recently viewed items.

3. The Content frame is located on the right side of the user interface and displays homepages, lists, or forms.
2.2.1 - Banner Frame

The Banner frame runs across the top of every page and provides access to account settings, system settings, and help (see Figure 3).

1. Clicking the logo displays the Self Service homepage in the Content frame.

2. The User menu displays the name of the logged in user. Clicking the menu provides access to the following options:

• Profile displays your user profile page in the Content frame.

• Logout logs you out of the system and returns to the login page.

3. Clicking the Help icon  opens the Help sidebar on the right side of the user interface which includes a link to the official Service-Now product documentation.

4. Clicking the Settings icon  opens the System Settings pop-up window which allows you to customize the user interface and set your preferences.
  

                                                    Figure 3 – Banner Frame 
2.2.2 - Navigation Bar

The Navigation bar (also called the Application Navigator) provides access to all available applications and modules, your favorites, and recently viewed items (see Figure 4, Figure 5, and Figure 6). You can use the Filter navigator box at the top of the Navigation bar to quickly find an application or a module. As you enter text, the bar shows only matching applications and modules. You can collapse or expand.

The Navigation bar by clicking the Minimize/Maximize Navigator icon  at the bottom of the bar. In the collapsed view, only favorites are displayed and they appear as icons.

2.2.3 - The Navigation bar consists of three tabs:

1. The Applications tab, represented by a Storage Box icon , displays all available applications and modules (see Figure 4). Each application appears as a section on the tab. All modules that an application contains are listed below the application label. You can collapse or expand an application by clicking its label. Clicking a module opens it in the Content frame.

2. The Favorites tab, represented by a Star icon , displays items you have added as favorites (see Figure 5). Any application, module, list, or record can be marked as a favorite. By default, the Favorites tab includes a link to the homepage.

  • To add a favorite for an application or a module, click the Applications tab, point to the application or module, and then click the Star icon  that appears on the right.

  • To reorder favorites in the list, click the Favorites tab, click the Edit Favorites  icon at the bottom of the Navigation bar, drag a favorite to a new location in the list, and then click the Edit Favorites icon to exit edit mode.

  • To delete a favorite, click the Favorites tab, point to the favorite, and then click the Remove Favorite icon  that appears on the right.

3. The History tab, represented by a Clock icon , displays items you have recently accessed (see Figure 6). Items appear in chronological order from most to least recently accessed.

 
              Figure 4 – Application Tab                               Figure 5 – Favorites Tab                            Figure 6 – History Frame 

3.1 - Send Email from Service-now

1. Clicking on Incidents - In progress tab and select one “Incident” ex: INC0021498

2. Click on dot icon on the top right. By clicking on this you will find the options as shown in below figure.

3. Now click on “Email” tab. It will navigates to Compose email page as shown in below.

4. Click on "Send" button. The Email will be sent.

3.1.1 - Compose Email Fields:

To        - The main recipients of the email. Enter a list of user email addresses separated by commas or white spaces. You can also drag-and-drop data pills that contain email addresses into the field, such as a User record. For example, if your action involves an incident record and you want to send an email to the group assigned to the incident, drag the [Assignment group] data pill from the data panel.

CC        - Additional recipients copied on this email. Enter a list of user email addresses separated by commas or white spaces. You can also drag-and-drop data pills that contain email addresses into the field.

BCC     - Additional recipients of this email, who are visible only to the sender (blind copied). Enter a list of user email addresses separated by commas or white spaces. You can also drag-and-drop data pills that contain email addresses into the field.

Subject - Subject of the email. You can enter text or drag-and-drop data pills into the field.

Body - The content of the message body. You can enter text or drag-and-drop data pills into the field.

Note:  Flow Designer does not support the ${URI} parameter for creating a link to a record in the email message body. Instead, consider inserting the information from the record in the email body using data pills, or create a notification step.

Thanks & Regards,
Siddhardha R.