ServiceNow Collaboration

[AngelaMilano]

For our use case, we are going to have one team that works with senior leader cases and tickets. This team will have expertise in supporting senior leaders, but there may be times when they need support outside of their team. Instead of emailing a contact, we want them to request support directly in ServiceNow. We are exploring options such as assigning a task from a case, but we need a way to flag to that person that this is high urgency and needs to be completed ASAP. We want this one team to be the only group interacting with the user or senior leader, so any collaboration with an outside team should happen behind the scenes in ServiceNow. Does anyone have any suggestions or recommended products to achieve this?

[GlideFather]

Hi @AngelaMilano,

there are many options and ideas how to achieve it...

I can share my ideas with you:

• Action status
  • use existing or create a new,
  • it works both as visualisation but also as a value
  • example:

• Custom field
  • e.g. a checkbox
  • if true it will give it the extra importance

• Field Styles
  • it works only to give the field some visual decorations such as an icon, field background, etc.
  • no other function than visualisation 

Let me know how does that look to you

[AngelaMilano]

@GlideFather That is very helpful, and it would be a good way to make specialists aware that this is a high-priority case.

Do you have any suggestions for this use case with collaborating behind the scenes in ServiceNow, we want this one team to be the only group interacting with the user or senior leader, so any collaboration with an outside team should happen behind the scenes in ServiceNow.