Capstone Project Task

Step-by-Step Solution 3
Modify the Incident form so that it can support a new process for troubleshooting technical
issues reported by Infinity users.

Refer to Module 1: User Interface & Navigation and Module 2: Task Management.

A. Create Users, Groups, and Roles

Create a new user group called Infinity Support and add members to it.

1. User Administration > Groups.

2. Open the Service Desk record.

3. Next, click on the Groups tab:

4. Click New to add a new group to Service Desk.

5. Fill out the record as follows:

Name: Infinity Support

Manager: Fred Luddy

6. Open the Form Context Menu, then select Save to remain in the group record.

NOTE: You may see a number of blue messages appear on the form.

7. Select the Roles tab, then click Edit…

8. Search for and add the itil role to the Infinity Support Roles List.

9. Save.

Capstone Project: Task 3

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 10. Select the Group Members tab, then select Edit…

11. Add the following users to the Infinity Support group:

Beth Anglin
Bud Richman
David Loo
Waldo Edberg

12. Click Save.

13. Next, under Group Members, create the following user by first clicking New, then
filling out the form as follows:

User ID: kara.prince

First name: Kara
Last name: Prince
Email: kara.prince@cloudd.com

NOTE: Creating a user from the group record will automatically add them to the group.

14. Save the record, do not Submit.

B. Set Manager Values

1. From the User record, open the Form Context Menu and choose Configure > Form
Layout.

2. Add the Manager field to the Selected column, moving it beneath the Department
field.

3. Click Save.

4. From the User record, set Fred Luddy as Kara’s manager.

Capstone Project: Task 3

© 2021 ServiceNow, Inc. All Rights Reserved
 Your screen should look like this:

5. Click the Update button.

TASK VERIFICATION
The list of the Infinity Support group members should look like this:

The list of Infinity Support group members may be in a different order than shown.

Capstone Project: Task 3

© 2021 ServiceNow, Inc. All Rights Reserved