This article only applies to your community if your Firstup contract includes this functionality. Please contact your Customer Success Manager with any questions about feature availability for your community.

The ServiceNow Application provides employees with IT management solutions. 

Users have instant access to ServiceNow IT Module tasks or information directly from Firstup via their web or mobile experience. For example, users can see what tasks or tickets are assigned to them directly from the member experience screen without the need to access the ServiceNow app. 

To complete the following instructions, please refer to Enabling ServiceNow IT Module Productivity Integration.

User Access

There are two ways users can access ServiceNow IT Module integration directly from their web or mobile experience:

Shortcuts

Access our ServiceNow side panel directly from Shortcuts at the top of the web or mobile experience. The app's title is configurable and may be named differently in your community.

Assistant

Access our ServiceNow side panel from your member experience Assistant. Clicking the lightbulb icon in the bottom right corner opens your Assistant panel.

Clicking the application opens the ServiceNow IT Module side panel directly in the member experience. The list of available commands will differ depending on the user's role:
 

User Login

If a user has access to member experience and ServiceNow and is configured, when they are logged into the member experience and access the ServiceNow integration, they will be automatically logged in and can view the ServiceNow side panel. 

In incidents where authentication fails, the user is prompted to log into their ServiceNow account by entering their ServiceNow user credentials. 

Available Commands

List Assigned Incidents

View a list of incidents assigned to you. Newly assigned and in-progress incidents are included. Click on each incident to view its full details. These incidents can be commented on, and work notes can be added if your user account is authenticated. 

List My Assets

View a list of assets as recorded in your ServiceNow instance. Click each asset to view its full details. You can also view individual asset details if your user account is authenticated. 

List Requested Incidents

View a list of your requested incidents or change orders. Click on each incident to view its full details and comments. You can also comment on each incident if your user account is authenticated.  

List the Service Catalogue 

View the service catalogue as recorded in your ServiceNow instance. You must be logged in and authenticated to view the service catalogue. 

List Pending Approvals

As a manager, view your pending approvals. This includes the approval details and any comments. You can also approve, reject and comment on these approvals if your user account is authenticated.