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Service Now Project Creation by SDM

The document provides instructions for Service Desk Managers (SDMs) at Avaya to create a new project using the ServiceNow portal. It details the steps to login to ServiceNow, search for and select "New Call", fill in required fields including company, caller, location, entitlement, impact, urgency, description, and attach any necessary files. It notes that submitting the request will create a project assigned to the "AOS Service Transition" group, which will then be assigned to an available Project Manager or STC.

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61 views9 pages

Service Now Project Creation by SDM

The document provides instructions for Service Desk Managers (SDMs) at Avaya to create a new project using the ServiceNow portal. It details the steps to login to ServiceNow, search for and select "New Call", fill in required fields including company, caller, location, entitlement, impact, urgency, description, and attach any necessary files. It notes that submitting the request will create a project assigned to the "AOS Service Transition" group, which will then be assigned to an available Project Manager or STC.

Uploaded by

Yankee1000
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Jan 6, 2023

Service now project creation by SDM

Avaya Operations Services / Avaya – Private and Confidential.


Avaya Private Cloud & Managed Services Avaya Internal Use only. Page | 1
Contents
No Topic Page number
1 Service transition-Project creation by SDM 3

Avaya Operations Services / Avaya – Private and Confidential.


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❖ Login to Service now using link https://avaya.service-now.com using your PCI credentials.
❖ If your PCI credentials are not working, kindly get it reset from portal https://secure.avaya.com
❖ Once you login you will see “All” tab at the top of left side page of service now portal.
❖ Click on “All” tab. As soon as you click on “All” tab, you will see white text box appeared as per below screen shot.
❖ Write “new call” in this white text box.
❖ You will see “new call” appeared in search result as per below screen shot.
❖ Click on search result “New call” option.
❖ Then it will open “New call” form on right hand side of page.

Avaya Operations Services / Avaya – Private and Confidential.


Avaya Private Cloud & Managed Services Avaya Internal Use only. Page | 3
❖ Below is “New call” form which you will see on right hand side.
❖ Take action as per below instructions for each of the below mentioned fields of this form.
1) “Company”
Type few alphabets of your company in “Company” field and then it will show all matching company listing.
Select your company from list.

2) “Caller”
Select “Avaya identified issues……………..” user in “Caller” field as show in below screen shot.

3) “Location”
Select location from available locations.

4) “Entitlement”
Select “Configuration Management (CMDB update)”

5) “Impact”, “Urgency”, “Short description”, “Description”


Update these fields as per your requirement.

Avaya Operations Services / Avaya – Private and Confidential.


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6) Attachment
If you want to attach any files then use below option to add the same on this new call form. These files will be attached to end
project as it is. This option is on right side of the form.

Avaya Operations Services / Avaya – Private and Confidential.


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❖ You can click on “Choose file” to open browse window to select files if required.
❖ Once you attach files or does not attach files, you can click on “Submit” button to submit the request.

Avaya Operations Services / Avaya – Private and Confidential.


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❖ On you submit the request, it will create project and will assign to “AOS Service transition” assignment group.
❖ Service transition manager, Samvit Rawal will assign this project to next available PM or STC depending upon complexity.

e.g

Avaya Operations Services / Avaya – Private and Confidential.


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Avaya Operations Services / Avaya – Private and Confidential.
Avaya Private Cloud & Managed Services Avaya Internal Use only. Page | 8
Date DocVer Description of Change

6 Jan 2023 1 Created Version 1.

Avaya Operations Services / Avaya – Private and Confidential.


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