Create a case on Now SupportSummary<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: block; max-width: ; width: auto; height: auto; } } Follow these steps to create a new case on the Now Support portal. In this article Create a Case Step 1: Sign in to get started Step 2: Provide basic case information Step 3: Detail case specifics Step 4: Review recommended solutions Step 5: Review the case summary and classification Step 6: Confirm your contact details Step 7: Finalize and submit your case Confirmation of case submission Create a case Step 1: Sign in to get started To create a case, sign in to the Now Support portal. Go to the bottom-right of the Get Support page, and then select the Create a case button. This takes you directly to the case creation form. Step 2: Provide basic case information 1. In the Case type section, choose one of the following: Something is broken—the instance functionality is not working as expectedPerformance issue—the issue is impacting business performanceService request—the request is not available in the Automation StoreOutage—the instance is experiencing a complete outageQuestion—general questions about ServiceNowTrust assurance—questions related to audit, risk, compliance, security, privacy or legal 2. In the Subject section, provide a short description of your issue. This data is used to help classify your case. Note: The data you submit is used to create AI-generated proposed solutions. Do not submit sensitive or confidential information. 3. In the Instance(s) impacted section, from the drop-down list, choose your instance. Note: To delete your selection, select the X on the individual instance boxes, or to remove all instances, select Reset. 4. In the Business criticality section, if this is a critical issue, switch the toggle to Yes, and then select Next. Step 3: Detail case specifics Describe the issue. To help improve how the case is classified, give a detailed description with as much relevant information as possible. Avoid including sensitive or confidential data.Provide steps to reproduce (optional). Describe the user role or persona involved, and outline the specific actions or steps that led to the issue. The more details that you can provide, the faster Support can reproduce and resolve the issue. Add people to the watchlist (optional). Add the email address or ServiceNow user names of those who want to follow the case progress. Attachments (optional). Attach files, screenshots, error logs, or videos that could help to diagnose and resolve the issue. Step 4: Review recommended solutions Based on the details provided so far, one of the following options displays: An AI-generated summary and and additional related resources. (See Figure 1.) If this solves your problem immediately, do the following: Give feedback on the recommendations to help improve the search function. Select Cancel case. If you still need help, select Continue. AI search results related to your case details. (See Figure 2.) Figure 1. AI-generated recommended solution and related links Figure 2. AI search recommendations based on case details. Step 5: Review the case summary and classification Based on your subject and description, the system predicts the product or service classification. Select the closest match available. Step 6: Confirm your contact details To better assist you, confirm that the details provided are correct. Your email address and phone numbersPermission to contact you by phone. Your preferred phone number The best time to reach you, including your time zone. Note: Support approaches each case with a goal of assisting you as quickly as possible, but does their best to accommodate your preferences. If the issue is business critical, switch the toggle to Yes. The default case priority is determined based on the case type, instance type, and business criticality. Step 7: Finalize and submit your case Review the details of your case before submitting. In this step, you can make the following adjustments: Reset and choose new instances.Add more issue details.Add individuals to your watchlist.Attach more files for case diagnosis. To finalize your case submission, select Confirm and submit. Confirmation of case submission After submitting your case, a confirmation page displays providing the following: The case number and link to open the newly created caseExperience feedback rating for process and design improvement QR codes to scan and download the Now Support mobile app via the App Store or Google Play To exit the case creation process, do one of the following: In the top-right corner, select X to close the screenIn the lower-right of the screen, select Done.