Approving a Key Request in Service-Now (Managers)

This article shows how MPPs review and approve/reject key requests in ServiceNow.

The online form in ServiceNow replaces the blue keycards, though physical keycards may still be needed in some cases (e.g., non-employee students requesting lab keys.)

Requests expire after 30 days if no action is taken and will be automatically cancelled. 

Approval email notification

2. Review the request details. Under Keys Requested, select Click to view to see the keys. If any are marked as Master Key = "true," verify that the business justification provided is valid.

Key request details
  1. The individual who submitted the request is listed at the top of the page.
  2. Review the key recipient information.
  3. Select Click to view to see details of the key(s) being requested.
  4. A "true" value in the Master Key column indicates a Grand Master or Great Grand Master key.
  5. If any master keys are being requested, review the Justification for Master Key to ensure there is an appropriate business reason for obtaining the key(s).

3. To approve a request, click Approve.

Request approval
  1. (OPTIONAL) You may add a comment, but it is not required.
  2. Click Approve.

4. To reject a request, add a comment explaining why the request is not approved. Then, click Reject.

A comment is required to reject a request.

Request rejection
  1. Provide a comment stating the reason for rejection (e.g., master key not necessary for job duties, wrong room selected, insufficient justification, etc.)
  2. Click Reject.

Next Steps

After approving a master key request:

  • Requests that include Grand Master or Great Grand Master keys will route to the Lead Locksmith for review and approval. If approved by the Lead Locksmith, requests are sent to University Police for fulfillment. The recipient will receive an email with instructions when keys are ready for pickup.

After approving a request (no master keys):

  • Requests that do not include master keys are sent to University Police for fulfillment. The recipient will receive an email with instructions when keys are ready for pickup.

After rejecting a request:

The workflow for the entire request is cancelled. A new request may be submitted to obtain keys.

Need More Help?

For technical assistance, contact the IT Help Desk at [email protected] or 657-278-7777. View the Help Desk website for business hours.