Accessing ServiceNow (SNOW) to Submit an Article Request

Complete the following steps to access ServiceNow (SNOW):

1. Access the home page of your browser.
2. Select Tech Help.
3. Click on Order Something.
4. Type any combination of Dynamics Back Office Article into the Search bar.
5. Select the displayed option.
6. End process.

Completing Request Form

Complete the following steps to fill out the Pantry Article request form:

1. Complete the below fields:
   • Title: A business title for the Article the user wants added/updated.
   • Primary Author: This will be assigned to a PO/PM user that is managing the Article within Dynamics.
   • Keywords: Any keywords that the user wants associated with the Article to be used in the Pantry search function.
   • Description: A comprehensive description of the Article, including its purpose and impacted audience.
     Note: The description should always start with the following: The purpose of this [Article/Job Aid/Business Requirement Documentation/etc.] is to...
   • Brand: The brands impacted by the Article.
     Note: The brands that are currently available are:
     • Mr. Cooper
     • VUL
     • UWM
     • Paddio
     • USAA
   • Type of KB: Whether the Article is intended for Internal or External use.
     Note: External is the only option that will allow the Article to be available for viewing in the Pantry's front end.
   • Legal/Compliance Review: Indicate whether this Article will require Legal or Compliance approval prior to publishing
   • Author Notes: Any notes that may be relevant to the creation /update of the Article
2. Attach a copy of the Article using the Add Attachments feature.
3. Click on Order Now.
4. End process.

Following Up on Article Submission

A few things to note after you submit your Article through SNOW:

• You will receive a RITM# & REQ# after you click Order Now - keep track of these in the event you need to escalate any questions or concerns.
• A Dynamics PO/PM will review your request and approve or deny for addition/update into The Pantry.
  • You will receive an email regarding the action taken.
    • Upon approval, you will be notified when SME approval is required within Dynamics for the Article to be published in The Pantry and your request ticket will be closed with a new Pantry Article Number.
    • Upon denial, your ticket will be closed.
  • You may resubmit or further inquire to the Dynamics PO/PM as necessary.
• There may be follow up questions sent to you via email or chat – please be on the lookout for these to expedite your request being completed.