Call Module deprecated - Interaction on Fulfiller View - CTI integration

[Carl Fransen1]

Hi All,

As the 'Call' module is now deprecated in Orlando ServiceNow is directing us to use the Interactions instead on the Agent Workspace.  We are looking to implement CTI integration however some of our customers do not currently use (or have immediate plans) to move to the Agent workspace.  Some other customers use 'Call' for their incoming emails.

There is a functionality gap between Interactions in the Fulfiller View and Agent workspace - essentially you cannot create other tickets from the Fulfiller View.

I checked with ServiceNow and they indicated that the additional functionality in the Agent workspace was a strategic addition and they are not planning to add the same functionality in the Fulfiller View. 

It's easy enough to add the UI Actions etc.. but was keen to see what others had done to work around this issue, or plans for their existing 'Call' integration roadmap...?

Thanks Carl.

[Jan Cernocky]

Hi Carl,

I had a meeting with ServiceNow representatives raising similar topic yesterday. Waiting for their feedback.

BTW I do not think it is depreciated but now you need to buy a subscription (if you are new customer). My understanding is generally if the subscription model is changing, customers who have been using fetatures that were free will have them still free.

We use it for both, creating emails by inbound actions that service desk need to read and clasify whether it is INC or request, and newly a telephony system is creating a new call ticket when someone picks up the phone. So this would also be a big pain for us and we do not use Agent workspace.

As soon as I have any feedback I will let you know.

JC 🙂

[Carl Fransen1]

Hi Jency,

Thanks for your reply - good to know others are also asking the same questions!

The URL below is where I found the module was planned for deprecation in Orlando:

https://docs.servicenow.com/bundle/orlando-release-notes/page/administer/plugins/reference/plugin-ch...

Plus I found another article with the following:

I thought the 'Service Desk Call' plugin was unavailable in Orlando initially, and I found the documentation a tad confusing, but it is available via a HI Request and it now requires a separate subscription. 

Details:-

'Service Desk Call' is no longer listed in Plugins on the instance for the Admin to  activate.

Though it is listed on the available Orlando plugins page here.

According to the “Changes to plugins in the Orlando release” page here the 'Service Desk Call' plugin is ‘Planned for deprecation in Orlando’.

There is a Note on 'Service Desk Call uses' page here which highlights the availability of Interaction Records  in the Agent Workspace as an alternative.

Note: The Service Desk Call plugin (com.snc.service_desk_call) requires a separate subscription and must be activated by a ServiceNow personnel. Users with the admin role can no longer activate the plugin. Similar outcome can be achieved using Interaction in Agent Workspace. For more details, refer Create an interaction record in ITSM Agent Workspace.

In the 'Service Desk release notes', further clarification and the two methods to initiate the HI Support request :-

Changed in this release
Service Desk Call plugin requires subscription
The Service Desk Call plugin (com.snc.service_desk_call) requires a separate subscription and must be activated by ServiceNow personnel. Users with the admin role can no longer activate the plugin.

Activation information

Service Desk is available with activation of the Service Desk Call (com.snc.service_desk_call) plugin. For details, see Request Service Desk Call.

Previously I found when functionality is deprecated in one release, where it can only be requested via HI if needed, it then becomes unavailable in other future releases and only available on upgraded systems.  Somewhere along the lines the support will also be removed.

So really keen to see what your investigation finds at your end 🙂

[Jan Cernocky]

Hi Carl,

it seems we are at safe harbour as we have the Standard license. I do not have a deeper insight into our licensing model but this is what I got from our account manager:

"From a subscription perspective as well as technically there should be no issue. The separate subscription where this is referring to is ITSM Standard which has been purchased at [our company]"

Jan

[Carl Fransen1]

Thanks for the update - I suppose we'll need to wait and see what comes out of the Paris release in this regard.

Internally we are looking at a standard solution for this as it's unlikely the CALL module will be enhanced, plus the fulfiller view for Interactions is also unlikely to be updated, they will no doubt concentrate on the Agent Workspace Interactions, as this is their strategic future for fulfillers.

Thanks, Carl.