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How to request a new article or a renewal

You can request a new article or a renewal using the Call form within ServiceNow.

If you have already written your article and you want to publish it, follow the instructions in the article How to create a new Knowledge Base article.

 

Index

How to request a new article

How to request a renewal

Useful links

 

How to request a new article

Requesting a new article from ServiceNow

1. Go to https://sotonproduction.service-now.com/

2. Click on the Filter navigator field and type "call"

3. Click on "New call

New call field

It will appear a form.

request form

 

4. Type your name into the Caller field

5. Go to the "Call type" field and choose "Request". New fields will appear within the form.

call type field highlighted

6. Add your contact number

7. Fill the following fields:

  • "Short description": use this to add a short description of your request (for example: "New article about the MFA")
  • "Description": use this field to give us any useful information we need to satisfy your request. For example:
    • more information about the topic
    • how it works and how it helps / affects people's work
    • what users can achieve following out instructions
    • useful links to make the content richer

8. Go to the "Service" field and choose "SERVICENOW"

9. Go to the "Support Group" field and choose "iSolutions Knowledge Base Managers"

Service and Support Group fields

10. Use the "Public notes" to add any notes or important details (for example: a specific deadline, if necessary)

11. Once completed, click on "Submit and close" to submit your request

Submit and Close button

 

If you cannot access ServiceNow

If you cannot access ServiceNow, you can raise a ticket from the Service Portal.

 

Back to the index

 

How to request a renewal

Requesting a renewal from ServiceNow

1. Go to https://sotonproduction.service-now.com/

2. Click on the Filter navigator field and type "call"

3. Click on "New call" (look at the green menu on the left)

New call field

It will appear a form.

request form

4. Type your name into the Caller field

5. Go to the "Call type" field and choose "Request". New fields will appear within the form.

call type field highlighted

6. Add your contact number

7. Fill the following fields:

  • "Short description": use this to tell us what is the article you want to update (for example: "Update the article KB0011124")
  • "Description": use this field to give us any useful information to satisfy your request. For example:
    • What's new
    • What users can do by following this article: what is the message to highlight?

8. If possible, add screenshots using the paper clip icon on the top (close to the "Submit and Close" button)

Submit and Close button

9. If possible, add instructions for Windows, macOS, Linux, Android, iOS users

10. Go to the "Service" field and choose "SERVICENOW"

11. Go to the "Support Group" field and choose "iSolutions Knowledge Base Managers"

Service and Support Group fields

12. Use the "Public notes" to add any notes or important details (for example: a specific deadline, if necessary)

13. Once completed, click "Submit and close" (top right of the ticket form)

 

If you cannot access ServiceNow

If you cannot access ServiceNow, you can request a renewal using the form present in the Service Portal.

 

Back to the index

 

Useful links

How to create a new Knowledge Base article

Knowledge Base guidelines

Attached files:

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