Identifying the Status of Your CGA ServiceNow Ticket

Wondering about the status of your CGA ServiceNow ticket? Most CGA ServiceNow tickets are created via email, but these instructions work for any ServiceNow ticket -- even if you’ve contacted the UCSF IT Service Desk and they opened a ticket for you or you have completed the UCSF IT Self Service online form. Here are two methods to quickly find out the status of your incident ticket:

METHOD 1: Locate your incident opened email

  1. Open the email (you receive an email response every time you send email to CGA)
  2. Locate “Click here to view incident LINK” in the bottom, left of the email
  3. Click on the LINK
  4. The link will open your internet browser to your detailed incident
  5. Locate the Incident State field to see the current status
  6. For further information, a more detailed timeline of communication and current activity for the incident is provided in the "Activity" section.

METHOD 2: UCSF IT self service

  1. Go to the UCSF IT Self Service menu
  2. Click View My Tickets located in the top, right corner
  3. Locate you Incident Number (INCXXXXXXX)
  4. Click the Incident Number (e.g., INC1234567)
  5. Once open, locate the Incident State field for current status
  6. For further information, a more detailed timeline of communication and current activity for the incident is provided in the "Activity" section.

To learn more about ServiceNow at UCSF, visit the ServiceNow section of the IT website.