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Viewing My Issues | HI Service Portal

Overview

ServiceNow customers and partners can view information about their issues from the HI Service Portal for Customers on HI. My Issues is comprised of incidents, problems, changes, and enhancement requests filed by users in the company.

In addition, ServiceNow partners can view My Issues for their company and the customers they manage.

Note: Your options may vary depending on your HI account roles. Check with your ServiceNow Administrator if you are unable to access a feature.

 
Viewing My Issues

For Customers and Partners:

  1. Navigate to hi.service-now.com.
  2. Active Incident and Active Change widgets on the HISP Homepage updates with the 3 most recently updated active records.

     

    1. Clicking on a record number opens the record.
    2. Click on View all to open the My Issues page, or:

  3. Click My Issues in the navigation.
    This page displays tabs for incidents, problems, changes, enhancement requests, and Community posts.
  4. Use Keyword Search to find specific tickets.
  5. R-click on a column to Filter Out or Show Matching.
  6. Click any issue in the Number column to obtain detailed information about a specific issue.

The following image displays the Customer view of My Issues and search tabs:


My Issues view for customers

 

For Partners managing customer company data (users with the partner role):

  1. Navigate to hi.service-now.com.
  2. Click on user name and select Switch Company.
    This displays a list of companies that partner has the ability to manage.
  3. Select a company.
    This updates multiple pages of the portal to the customer company data including homepage widgets, Instance pages, Accounts, and Issues.
  4. Click on My Issues.
  5. Search for issues based using the keyword search. 
  6. Click any issue in the Number column to obtain detailed information about a specific issue.

The following image displays the partner view of the user menu with Switch Company option:


User Menu for Partner

 

 

Article Information

Last Updated:2017-09-28 21:43:29
Published:2015-03-20