Help Desk Ticket User Guide

OIT Help Desk Service-Now (SNOW) Online Ticketing System User Guide

You may submit a Help Desk Service using either method listed below:

• Email HelpDesk@brookdalecc.edu
• Submit a Help Desk ticket directly through Service-Now Ticketing System (SNOW).  The following provides detailed instructions on how to create a service ticket. You may log in to SNOW from the following link https://ellucian.service-now.com

Follow the steps below to create a Help Desk Support ticket using Service-Now Ticketing System (SNOW)

1. Enter your full Brookdale email address and your NetID password. (Note:  If you have forgotten your NetID password, you can use NetID to Change/Reset your password.  DO NOT use the “reset password here“ link on this page)
2. Click Login
3. Click Submit New Ticket from the left navigation menu
4. Complete the required fields, those with a red asterisk next to the field name.
5. In the Short Description field, enter a brief description of the issue. In the Description, field enter the details of the issue(s) you are experiencing.
6. Click Save
7. Optional: If you need to attach a file, click the Attachment icon
   • Browse and upload your file
   • Click Update
8. You will see a log entry of your submitted ticket.
9. Select Logout from the drop-down arrow next to your name.

You will receive an email confirmation to your Brookdale email regarding your ticket. A HelpDesk Technician will contact you once the ticket is processed.