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Self Service

Queen Mary University is continuing to modernise its Service Management capabilities to better meet the evolving needs of students, staff, and management. Our ServiceNow platform reduces inefficiencies and manual workarounds, driving enhanced service delivery. Additionally, ServiceNow supports the University’s digital-first strategy, enabling integrated service support and expanding the use of cloud and SaaS solutions across campus.

ServiceNow allows users to raise requests, report issues, and access key resources for IT, facilities, and more, delivering a user-friendly experience tailored to our community’s evolving needs.

How can I access ServiceNow?

You can access ServiceNow with your QMUL user ID using Single Sign-On here.

If you experience any login issues, please contact the Service Desk.

Frequently Asked Questions

How to raise a ticket in ServiceNow:

  1. Log into the ServiceNow using this link.
  2. Choose the appropriate option:

    • Report an IT Issue: Use this to report an incident with IT Services (ITS).

    • IT Request: Use this to browse and request services from the IT catalog.

    • Estates and Facilities: Use this to raise a ticket with the Estates and Facilities team.

  3. Fill out the form with all the required details. If you are raising a request, please browse our catalog first and select the form that best fits your request type.
  4. Submit the form once complete.

 

In ServiceNow, each ticket type has its own unique reference number. This number identifies your specific request and should be used whenever you want to track progress or contact the support team about your ticket.

IT Request – Begins with RITM (Request Item e.g.RITM000000). Used for service requests such as new equipment, software, or access.

Incident – Begins with INC (e.g. INC000000). Used when reporting something that isn’t working correctly (e.g. system errors or faults).

Estates & Facilities Request – Begins with EAF (e.g. EAF000000). Used for maintenance, repairs, or campus facilities requests.

Student Tickets - Begins with CS (e.g. CS000000). Used for student case records.

 

New

  • What it means: The ticket has been created but hasn’t been assigned or worked on yet.
  • What the user needs to do: No action required unless additional details are needed to clarify the request.

In Progress

  • What it means: The ticket is being actively worked on by the assigned team or individual.
  • What the user needs to do: Wait for updates or provide any requested information if needed.

On Hold

  • What it means: Work on the ticket is paused, often because more information is needed from the user or a third party.
  • What the user needs to do: Check if any action is required (e.g., providing details or confirming something).

Resolved

  • What it means: The issue has been addressed, and a solution has been implemented, but the ticket remains open for final confirmation. If no further action is taken, tickets will be automatically closed after 5 days.
  • What the user needs to do: Verify if the solution works and reopen the ticket if further assistance is required.

Closed

  • What it means: The ticket is fully completed and no further action will be taken.
  • What the user needs to do: None, unless the issue reoccurs or a new request is needed. Please note, you will be unable to reopen a 'Closed' ticket therefore, a new one will need to be opened.

Cancelled

  • What it means: The ticket has been withdrawn or is no longer needed.
  • What the user needs to do: None, unless the request needs to be resubmitted.

Fulfilled

  • What it means: The requested service or item has been successfully provided.
  • What the user needs to do: Confirm receipt and check functionality if applicable.

 

Which should I use in which circumstance?

New Starter Account Request (account only) Use this for requesting an account only for a new employee where no hardware or additional setup is needed.  Please use ‘New Starter Full Setup Request’ for the full onboarding package.

New Starter Full Setup Request (Full Onboarding Package) Use this for everything a new employee needs — accounts, hardware, software, accessories, etc.  A full onboarding package.

Affiliate / Guest Account Request Use this for requesting accounts for individuals who need access to systems but aren’t standard employees.

 

Use the New Starter Full Setup Request ticket type to request both an account and a device for a new starter. This form includes: 

  • New Starter Account Request
  • Device Request - Laptop
  • Hardware Accessories Request
  • Shared Mailbox Request
  • Available Software / Application Request
  • Mobile Phone Request
  • MyHR Request
  • MySIS / SITS Request

Use the Device Request - Laptop ticket type to request a replacement or new device for a current staff member.

Most peripherals and accessories are available to purchase via the e-marketplace in Agresso. A breakdown of what can be purchased on e-marketplace and what can be purchased in ServiceNow can be found here. Further support on how to access the e-marketplace and user guides can be found here.

For items which are not available on the e-marketplace you can request these on Service Now by selecting  Hardware Accessories Request.

Use the General Request ticket type only when there is no dedicated form for your request. Requests for items with specific forms, such as laptops, software, or hardware accessories, should be submitted through their respective forms.

You can differentiate between ITS and Estates tickets in the ServiceNow Employee Portal and Student Portal by checking the ticket number/reference.

  • ITS tickets typically start with either INC, RITM or CS (student tickets).
  • Estates tickets typically start with EAF.

Students and staff can raise a variety of requests to make their experience at Queen Mary University more efficient. These include:

  • IT Support: Report technical issues, request assistance with software, hardware, network access, or login issues.
  • Facilities & Maintenance: Submit maintenance requests, such as reporting broken equipment, heating issues, or other building-related concerns.

 

We would love to hear about your experience. After your ticket is closed, ServiceNow will send a survey to your email.  Please complete the survey to provide your feedback about the service.

 

You can track the progress of your tickets by logging into Service Now, navigating to "My Tickets".

You can request Available Software - Application Request which provides a drop-down list of available software. 

  1.  Go to the Employee Portal
    Open the ServiceNow Employee Portal from your browser.
  2. Search for information
    Under "How can we help?" Type keywords into the search bar to look for answers. ServiceNow automatically searches the Knowledge Base for matching articles.
  3. View an article and view results
    You have two options:
    1. Select a knowledge article to view the full contents.
    2. Press Enter after typing your search term to view a full list of related Knowledge Base articles.  You have the option to filter your results by using the categories on the left to help narrow your initial search and before selecting a knowledge article to view the full contents.
  4. Mark as helpful
    At the bottom of the article, click Yes or No next to “Helpful?” to let us know if the article answered your question.
  5. Rate the article
    Select a star rating (★☆☆☆☆ to ★★★★★) to share your feedback on how useful the article was.
  6. Leave a comment or ask a question
    Use the “Post a comment…” box to share feedback, suggest improvements, or ask a question related to the article. This feedback helps us improve future articles could encourage more people to use it.
  7. Share the article
    Click Copy Permalink (found at the bottom of the page) to copy a direct link to the article. You can then paste and share it with colleagues.
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