Incident numbers arrive in notification emails, handover notes, chat and calls. Opening one in ServiceNow usually means finding the right list, the filter, the number field. A Wyrd keyword opens the record from the number: useful for the service desk all day, and for anyone who wants to check on their own ticket.
Short answer. Save your ServiceNow's incident address (step 2 below makes it for you) under the keyword inc. Then type > inc INC0012345 in the address bar and press Enter. Or select a number on any page, right-click it and choose Wyrd search.
See it work
Two ways in: type the number, or right-click it where you found it. Try both.
Typed in Chrome's address bar: >, a space, the keyword inc and the number. Press Enter.
The number is selected in your inbox, open in Chrome. Right-click, then pick the search.
INC0012345 · VPN drops every hour
Set it up
Two minutes, once. Keywords and right-click search work from the moment Wyrd is installed, with no account.
- Add Wyrd from the Chrome Web Store.
- Type your ServiceNow's name (the first part of its address, before
.service-now.com), or paste the address of any ServiceNow page. The addresses on this page change to yours.That does not look like a web address yet. It should look like yourcompany.service-now.com.
Your keyword's address:
https://yourcompany.service-now.com/incident.do?sysparm_query=number=%sAdd to WyrdNew in 1.2Add to Wyrd does this and the next step for you: Wyrd's Add box opens with the keyword and the address filled in. Check them and press Add; nothing is saved until you do.
- Click Wyrd's icon in Chrome's toolbar. Paste the address into Address, type
incin Keyword and click Save. - In the address bar, type
>, press Space, thenincand an incident number, and press Enter.
Whatever you type after inc goes where the address says %s. This is the address format in ServiceNow's own navigating by URL examples; it opens the incident's form on its own. To keep ServiceNow's menus around it, use nav_to.do?uri= in front, as in the table below.
Right-click a number where you read it
In a notification email, a chat or a handover document open in Chrome, double-click the number to select it, right-click, choose Wyrd search: "INC0012345" and then inc. The incident opens in a new tab next to the one you are reading.
- The menu lists your three most-used search keywords, so
incjoins it once you use it more than the others. - To keep your ServiceNow searches there from day one, under names like Incident and Request item: open Wyrd's Features page (Settings → Features), switch on Your right-click searches and pick them, up to 12. It needs no permission.
- It works on web pages in Chrome, such as Outlook, Gmail or Teams in a tab. Desktop apps outside Chrome have their own menus.
More ServiceNow keywords
| Keyword | Address | You type | Opens |
|---|---|---|---|
inc | https://yourcompany.service-now.com/incident.do?sysparm_query=number=%s Add | > inc INC0012345 | An incident by its number |
incnav | https://yourcompany.service-now.com/nav_to.do?uri=incident.do?sysparm_query=number=%s Add | > incnav INC0012345 | The same, inside ServiceNow's menus |
ritm | https://yourcompany.service-now.com/sc_req_item.do?sysparm_query=number=%s Add | > ritm RITM0010042 | A requested item by its number |
task | https://yourcompany.service-now.com/task.do?sysparm_query=number=%s Add | > task CHG0030001 | Any task by its number: incidents, requests, changes, problems |
queue | Your list's address | > queue | Your group's open incidents, or any list you check: open it, click Wyrd's icon and save it as it is |
ritm and task follow the same pattern for other tables, as ServiceNow administrators commonly use it; try each once on your ServiceNow. A keyword is yours to name.
Give everyone the same keywords
The service desk can hand the whole company the same words: it/inc for an incident, it/request for the request catalogue, it/status for the service status page, it/reset for the password reset. One person keeps them in a Google Sheet; IT can also preset the list in everyone's Chrome with a policy, so nobody sets anything up. Each person's own keywords always win over the list's, so nobody loses theirs. Free for teams of up to 30 people; larger teams, see pricing.
How: share links with your team, or the IT admins template, which covers the Chrome policy.
If it does not work
- An empty form or "Record not found" opens. Check the number came whole, with its letters (
INC0012345), and that you can see that record in ServiceNow. - ServiceNow asks you to log in. Log in once in Chrome (single sign-on usually does it), then try again.
- Google searches for "inc …". The
>and the space were missing, or Wyrd is switched off inchrome://extensions. - The right-click menu has no
inc. It is not among your three most-used searches yet: switch on Your right-click searches (above). - "This site can't be reached" or "Server Not Found" at wyrd.internal. That address only works inside Wyrd: Wyrd is not installed in this browser, or needs an update. Add it from the Chrome Web Store, then try again.
Next steps
- Guides for Jira, Azure DevOps, GitHub and Zendesk: with the tools you use.
- Give your team its list: share links with your team.
- Every command and what it needs: the cheat sheet.
ServiceNow is a trademark of ServiceNow, Inc. Wyrd is an independent extension, not made by or affiliated with ServiceNow. Wyrd reads nothing from ServiceNow: it only opens the address you saved.
NextOpen Zendesk tickets →