Change records for ServiceNow Instance Maintenance Operations

[taarik_rahaman]

Hi Everyone,

I'd like our team to get better at creating Change records for ServiceNow datacenter operations, such as maintenance and especially AHA transfers. We actually have run into a rare oddity where AHA transfers have caused severe PROD outages in the past (no longer an issue, but..), so there is value in tracking these as Changes.

The only method that comes to mind is to create a "fake" ServiceNow ID so that we can add our support email address to receive support notifications.  This will allow support/datacenter automation emails to be received by the instance and can be used to trigger Change records (and/or outage records).

Has anyone built a solution like this or otherwise has advice? I've checked with our support resources at ServiceNow and are waiting to hear back.  Initial response was they hadn't heard/seen anything like this..

Thank you.

[Dr Atul G- LNG]

Hi @taarik_rahaman 

What I understood you want to create changes for AHA specific but I didnot get the fake ID.  Could you please elaborate more on this?

[taarik_rahaman]

I receive ServiceNow support and datacenter automation emails today and my colleagues on our ServiceNow team of admins also receives these emails today because we all have ServiceNow IDs and roles within the ServiceNow customer ecosystem.  If our instance needs to receive these emails as well, we would need to create an ID for it?  Or is there another way I'm not seeing.

[Dr Atul G- LNG]

Hi @taarik_rahaman 

Yes, you need to create the account in user table for another user [FAKE] and then you need to add that in partner portal as well. But I think SN has some solution for this. so better wait for the reply.

[taarik_rahaman]

Yup...I'm waiting! 🙂

FYI...I'm on the customer side now (have been on the partner side for a decade).  i.e. No access to Partner Portal.. 😉