CI: Service Now

Region: Global

Create a New Incident

Introduction:

This article discusses how to create a new incident.

NOTE: All Incident information needs to be documented in English.
Before creating a brand new incident, please make sure the customer does not have an already
created INC with support team.
If yes, please do NOT create a new ticket instead refer to: Taking Update Information.

Field Code Changed

Details:
1. Click Create New in the Service Desk section of the Navigator menu. It is important
not to open a ServiceNow incident form (do not Create New) until such time you are
actually taking a call or creating a ticket because this will impact SLAs
1.
NOTE: The initial screen presented depends on the profile allocated for an individual in
ServiceNow.

Formatted: Level 1, Outline numbered +

Level: 1 + Numbering Style: 1, 2, 3, + Start
at: 1 + Alignment: Left + Aligned at: 0.25" +
Indent at: 0.5", Tab stops: 0.5", List tab
Formatted: Font: (Default) Times New Roman,
12 pt
Formatted: Font: (Default) Times New Roman,
12 pt
Formatted: No bullets or numbering

2. The New Incident screen appears:

3. Greet and authenticate the Lilly Authorized User: Thank you for calling the Lilly IT
Service Desk. My name is [your preferred first name]. May I have your System ID?
4. Enter the System ID or the caller name in the Caller field. Options containing the text
entered are displayed as information is entered:

5. Confirm a callback number with the Lilly User: In case we are disconnected, what is an
appropriate telephone number to call you back? Important: Document the callback
number in the Alternate Phone: field.

NOTE: Any fields on the incident form that display with light gray text, such as Service
Level and Priority, are populated based on other fields in the incident and cannot be
edited directly by the agent.
6. Ask if they are calling in an issue for themselves or on behalf of someone else.
7. By default, the system populates the Customer field with the same information as the
Caller field. If the caller is contacting the Service Desk on behalf of another user, obtain
the Customers Service Recipients System ID or perform a search on other criteria
(Global ID or Name if System ID is not known) to populate the Customer field.

NOTE: An alternate method is to click the Look up using list magnifying glass to search
on other criteria if user cannot provide Service Recipient System ID, such as Global ID or
name.

NOTE: Searching on partial entries within either the System ID, Name or the Global ID
field will provide a screen of possible choices based on the characters entered.
8. After entering the criteria, click Search.

9. If the correct user is found in the list, click the name to populate the Caller field and
return to the incident form.
10. The Service Level field is automatically populated based upon the level of service that
Lilly has chosen for this specific Lilly User. Please take special note of the service level
as routing and other business processes may vary based on the Service Level. Refer to
[Service Level of Recipient] for specific information regarding ticket handling by Service
Level. Available values include:

Premium

Enhanced

Standard

Specialized

Submission Team

11. Proceed to identify issue: How may I help you today? before gathering any more
information.
NOTE: If this is a request for New Hardware or Software enter your assignment group.
And click on the Create Request button at the top right of the page.

12. Proceed to Request Fulfillment process and Order from Catalog. The original Incident
is saved with state of Pending Request.
13. If not a Request, document in the Short Description field a short description of the
primary issue the user has described.
14. Document in the Description field a more detailed description of what the client is
reporting.
NOTE: Further documentation will be obtained from EKMS Support Information,
Minimum Case details and Swivel templates.

15. Search EKMS for Problem Solution.

16. Review articles listed.

17. Select the appropriate article and follow steps for problem resolution. If the resolution is
successful, select Copy URL from toolbar at bottom of the EKMS article.
18. Paste this URL information in the EKMS Knowledge ID field.
NOTE: The Copy URL should be selected from the article that resolved the issue.
19. From EKMS Article select the Support Information link to view case details and
categorization.
20. Enter the Configuration Item if a Configuration Item (CI) is identified within the
Support Information categorization table.
21. Select appropriate Category.
22. Select appropriate Subcategory.
23. Select appropriate Area.
24. Select Affected Asset fill button and select the appropriate asset.
25. Complete the Description field with documentation of the call; it is critical that we
capture complete information in chronological order of all steps \ troubleshooting
performed. Always follow EKMS and include the proper minimum case detail template (
MCD ) \ additional minimum case template ( AMCD )for the issue., minimum case
detail and actions.
26. If the issue can be resolved on first contact, please follow the Resolving an Incident on
First Contact procedure.

Field Code Changed

27. If the issue is not resolved on first contact, review the appropriate procedure below:

Escalating an Incident to Lilly Remedy Resolver Group (Swivel Process)

Field Code Changed

Escalating an Incident to HP Onsite Support

Field Code Changed

Premium User - Escalation

Field Code Changed

NOTE : It is critical to complete and escalate a ticket as soon as possible as the SLA
clock is running
28. Offer the client the Incident Number for reference.
29. Confirm with user: Are there any other issues that I may help you with today?
30. If no further action, close with Thank you for calling the Lilly IT Service Desk.

Formatted: No bullets or numbering