Pantry Intake Guide

Receiving a ServiceNow Request

Clients will initiate a ServiceNow request in SNOW (ServiceNow). When receiving a ServiceNow request, complete the following steps:
Note: The request should include the necessary documentation.

1. View and save the included documentation. 
2. Close out the request in SNOW.
3. End process. 

Receiving a Request Without Necessary Documentation

If the request is received without the necessary documentation, reject the ServiceNow ticket.

Authoring the First Draft

The Author will complete the following steps to create the first draft:
Note: These steps will only occur if the necessary documentation has been received. 

1. Access the Pantry Home page.
2. Click Knowledge Articles from the left-hand menu
3. Click + New
4. Create a draft of the document following the Pantry Style Guide.
   Note: IF you need to briefly pause, click the “Save & Close” button to protect your work.
5. Click Save once draft is complete.
6. Click Submit.
   Note: The user must hit Save before clicking the Submit button.

SME Approval

After drafting the document, a SME approver will complete the applicable subsections to continue the intake process.

SME Approval: Rejection

If the SME Approver rejects the first draft of the document, end process. 

SME Approval: Approved with Edits

If the SME Approver Approved the first draft of the document with edits, complete the following steps:

1. Review the edits and update the document
2. Click Submit.
3. End process.

SME Approval: Approved

If the SME Approver approves the first draft of the document, complete the following steps:

1. Click Publish.
   Note: A pop-up window will appear.
2. Ensure all statuses in the pop-up window are set to Published.
3. Click Save and Close.
4. End process.

Legal and Compliance Review

1. Determine if Legal and Compliance review is required:
   • If yes, complete the following substeps:
     1. Review document for any errors or misinformation.
     2. Select L&C Approval Request.
     3. Set Response Status to Approved once document is ready to be published.
     4. Click Submit.
     5. Proceed to the next step.
   • If no, complete the following steps:
     1. Click Submit.
     2. Proceed to the next step.
2. Complete the steps outlined in SME Approval: Approved subsection.
3. End process.