How to raise CS ticket without informing Client

PawanArora · ‎08-08-2025

Hi Team, I need assistance on the steps to raise CS ticket without informing Client.

GlideFather · ‎08-10-2025

the CS ticket, you mean a HI portal for ServiceNow?

If so, it depends on who has the access to it... it varies client per client, you can see the watch list upon creation

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abirakundu23 · ‎08-10-2025

Hi @PawanArora,
If your customer has access in CS portal they might be added in Watchlist section. You can remove from there and save for your CS ticket that you want to create.

Please mark helpful and correct answer if it's worthy for you.

Ankur Bawiskar · ‎08-10-2025

@PawanArora

what's your business requirement?

Customer admin has access to Now Support and they can raise a Case with ServiceNow.

If something is broken in customer instance why would you not inform Customer about this Case?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

TamoghnaB · ‎08-10-2025

Hi @PawanArora ,

If you are accessing the HI Portal using your company email address then there is no way to hide it from the company. You can remove people from watchlist of a particular case , that way they will not be notified about communications happening for your case. However, if there search under All cases under the company they can still find it.

Wondering , why would you want to hide it from your company? Because that's not feasible and they will know it for sure.

Please mark reply as Helpful/Correct, if applicable. Thanks!

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Thank you!