Q.  Where can I find ServiceNow training information?
On the Data Intensity portal you will find helpful resources:

View a 15 minute training video here (Password: DISN4wBX31C).
View the overview document here (logging into your account is required).

Q. How can I customize the portal to see information I care about?
You can set up customized queries based upon the information you care about and save these queries to the “My Filters” section (i.e. shortcut) located on the home screen for easy access in the future.

Click on the new portal training video here and go to minute 5:02 in the video for step-by-step instructions. (Password: DISN4wBX31C).

Q. Can I reduce the amount of emails I am receiving from Data Intensity’s ServiceNow instance?
By adjusting your notification preferences you can select the types of communications that are sent.  Refer to the knowledge article for instructions.  

Q. What is the difference between “Closed” and “Resolved” on an Incident?

Resolved - An Incident is "Resolved" when the Data Intensity support team marks an Incident “Resolved.” At this time, you, the customer, will receive a notification and will have 72 hours to “Reopen” the Incident if the Incident is not resolved to your satisfaction.

Closed – A ticket that is “Resolved” for 72 hours will automatically be “Closed.” If you want to “re-open” a “Closed” ticket, please enter a new Incident request. A “Closed” ticket cannot be re-opened.

NOTE: The dashboard functions in the Data Intensity portal shows “Open Incidents” using the filter of Active = True which will include any Incident in the state of Resolved.

Q. When is the use of the “Watch List” appropriate?
It is appropriate to add someone to the “Watch List” when you want a particular person to get notifications for every ticket status update in your organization.

Notifications for ticket updates are sent to the Caller, CI Business Owner, and any users in the CI notification group, so we advise you to use these assignment options with caution. If you want a group of people notified each time a ticket is opened for a specific CI, you should use the Notification Group option rather than the Watch List. For further information, please contact your account manager.

Q. How do I approve a Change or Service Request?
To approve a Change or Service Request, you need to be assigned to the “Customer Approval Group.”

When a Change or Service Request is ready for approval, the system will send you an email with two links provided (“Approve” or “Deny”). From your mobile device, PC or tablet you can click on the appropriate link and a new email will be opened on the device. You can choose to provide more detail in the email or simply click “send." Depending on the link you clicked, the system will receive this email and automatically move the ticket to an "Approved" or "Deny" status.

Q. How do I configure my mobile device to work with the Data Intensity ServiceNow?
ServiceNow supports configuration capabilities through Apple and Android mobile devices on the Chrome browser.

Apple Device - You can install the “ServiceNow” application from the App Store and follow the below steps:
  1. Install the “ServiceNow” application
  2. Provide the URL to the Data Intensity ServiceNow instance
  3. Enter your username and password
  4.        If needed, there is an iOS mobile application that can be installed from the Apple store

NOTE: For Apple devices, we do have not control over the menu you are initially provided so please select the “Service Portal Home” link from the menu Navigator.

Android Device – No application download is needed. Simply enter the URL provided (https://dataintensity.service-now.com/diin the Chrome browser and enter your login.

Q. What do I do if I am unable to submit a Change or User request form? 

If you receive the following error message, refresh your browser (Chrome, IE or Firefox) and enter your request. If for some reason this does not solve your issue, enter a ticket by clicking here.

NOTE: This error should only occur the first time you enter a Change or User request post upgrade.


ServiceNow FAQ