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 the 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 the Service-Now Ticketing System (SNOW)

1. Enter your full Brookdale email address and your password. (Note:  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 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 problem (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 a confirmation email to your Brookdale email regarding your ticket. A HelpDesk Technician will contact you once the ticket is processed.