Reporting a Problem

As of September 18, 2020, an enhancement to the suite of Biotherapy applications allows users to create and send an incident ticket to ServiceNow directly from the application. A few clicks capture all of your contact information, as well as data and a screen shot for the process in progress. All you need to do is indicate how you would prefer to be contacted, and include any additional information you think is relevant.

• To send a ticket:

1. If you have a problem in any Biotherapy application:

• From a main view, click the link to Create ServiceNow Incident Ticket in the application header.
• If you're in a popup view, click .

2. After reading the message on response time, click the OK button.

• The normal business hours for supporting Biotherapy applications are 7 a.m. to 5 p.m. Monday through Friday, excluding holidays. You’ll be contacted the next business day if your ticket is submitted outside those hours.

3. Select an option from the Preferred Contact Type drop-down list: Email, Work Phone, or See user comments in the description section. Your name and contact information are automatically added to the ticket.
4. Type a description of the problem, and if applicable, how you would prefer the support team respond to you if your email or work phone are not suitable.
5. Click the Create Incident Ticket button.
6. Check the message for the ServiceNow incident ticket ID, and then click the OK button.

• On-call support is automatically paged and sent an email after your ticket request is submitted.

• Tip sheet Reporting a Problem via the ServiceNow link