This page will detail the process for creating new device reassignment requests (REQ) tickets within ServiceNow. These REQs spawn Request Items (RITMs) which are the parent ticket used to automate the workflow and manage the state of a device deployment.
Any LAITS staff that collects hardware that should be added to the available computers list making it re-assignable can create new deployment requests.
Creating New Deployment Requests
From ServiceNow Search
- In the upper-right corner of the ServiceNow homepage, click the magnifying glass icon
- Type "LAITS New Device Deployment Request" and submit
- Scroll down to the "Knowledge & Catalog" section or click "Catalog Items" under the "Knowledge & Catalog" heading in the right navbar
Select "LAITS New Device Deployment Request" from the results
Add to Favorites
You may also click-and-drag the "LAITS New Device Deployment Request" option into your ServiceNow sidebar to favorite it for easier access in the future
- Fill out the request form as detailed here
- Click "Order Now" to submit the completed form
From ServiceNow Navigator
- In the navigator sidebar, find the "Service Catalog" category and click to expand it, if it is not already expanded
- Select "Catalog" from the "Service Catalog" options
- Select "Tech Support"
- Select "Service Desks"
Select "LAITS New Device Deployment Request"
Add to Favorites
You may also click-and-drag the "LAITS New Device Deployment Request" option into your ServiceNow sidebar to favorite it for easier access in the future- Fill out the request form as detailed here
- Click "Order Now" to submit the completed form
Filling Out New Deployment Requests
The "LAITS New Device Deployment Request" form should be filled out as follows:
| Field | Required | Information |
|---|---|---|
| End User | Yes | EID/name of the individual who will be using this device, i.e., who this device will be deployed to |
| Purchaser or departmental admin | Yes | EID/name of the individual who made the purchase or the interested departmental admin |
| Device model | Yes | Description of the new device to be deployed |
| Device serial number | Yes | Serial number of the new device |
| "The customer is returning a device" | No | Indicates that the user is known to be returning a device as part of this new deployment |
| Return device asset tag | No | Asset tag number of the expected return device |
| Purchase Order number | Yes | PO number for this purchase |
| Inventory asset tag | Yes | Asset tag being assigned to the new device |
| Additional peripherals | No | Any additional peripherals to be included with the device during deployment |
| Additional comments | No | Any additional information that should be captured and forwarded into the RITM for this deployment |