Inactivate Customer Account from CSM

[anupamg]

We have a requirement to remove a Customer Account from CSM. What is  the best practice and if we have an automated script in SN to do so ? e. g we have to manually Inactivate Customer Accounts and Contacts associated, retire assets etc... Any help is appreciated.

Thanks

Anupam

[Raghu Loganatha]

Deleting any data in ServiceNow is not a best practice as there will be many associated records. You can delete it if your requirement is strong but i suggest you to take a backup for future references. 

Yes, you can easily write a script and run it in background. You can delete it directly from the form if it is only one.

Let me know if you have more questions or mark this thread as answered.

~Raghu.

[anupamg]

For sure we do not want to delete any records, only inactivate and hide them. We are looking for any process or Work flow that might be already in place to have a safe removal. Can we take backup of one particular customer in CSM ?

Thanks for the response

[Taylor Williams]

+1 to this initial question, is there a best practice process for inactivating a customer account?

[Stacy1 · Accepted solution]

Accounts to not have an active field on them.

I have created a status field for my accounts.  Status is active, suspended, terminated.

In my cases if user is creating a new account they can only select active cases.

When we terminate an account we set all of the contact to active = false.

We set all the entitlements and contracts to active = false.

We in turn close all open cases on the terminated account via a background script.

For suspended accounts, we have an onSubmit script that does not allow updates on a suspended account by an agent.

However the contacts can continue to make updates as the account is only suspended and once it is unsuspended we will resume work and set the account back to active.

I hope this gives yo some idea for a process for your business.

Thanks,

Stacy