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‎05-06-2025 05:44 AM
In our previous incident management system (Footprints, v. 11) , there was a native functionality where, if we made a ticket a Global Issue, when a customer logged in, they'd be presented with a list of current Global Issues and they could subscribe to that issue. It would then automatically add a child ticket to that Global Issue and when the Global Issue was resolved, so were the child tickets. It was less work for our triage team and the appropriate customers received the notifications.
When we switched to ServiceNow - specifically CSM, we've struggled to implement something similar as there does not seem to be an OOB functionality like this.
Have you implemented something similar and if so; how did you do so?
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‎05-06-2025 06:17 AM
Hello @Leslie2 ,
The request seems similar to Universal Request in ServiceNow, below video to start with:
https://www.youtube.com/watch?v=u1gphKMZYWM
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‎05-06-2025 08:41 AM
Hello, no, upon review of Universal Request video, it is not similar. Additionally, its not available for CSM and not meant for external users (per another community post).
