PURPOSE How to decide whether to submit an incident or a service request. GENERAL STEPS Open ServiceNow in a supported browser, sign in with the correct work account, and navigate to the portal, catalog item, ticket, approval, knowledge article, or task related to the activity. VERIFY RESULTS Confirm that the incident, request, comment, attachment, approval, cancellation, search result, or notification appears as expected before closing the task. TROUBLESHOOTING If ServiceNow behaves unexpectedly, refresh the page, confirm you are signed in with the correct account, try another supported browser, and capture any error message or ticket number. BEST PRACTICE Include clear business impact, screenshots, error messages, and steps already tried. A good ticket saves everyone from the dreaded back-and-forth swamp.