How to implement the General Inquiry

[Mi4]

Hi All,

I want to create a General Inquiry(Service Catalog) exclusively for employees.

We'll start with inquiries related to human resources, and in the next step, we would like to expand the range of departments used to escalate to other departments.

Originally, I thought it would be better to use the 'incident' table, but I cannot use it due to a license problem.

Here are my worries and requirements..

We plan to start with inquiries related to human resources, but in the future we plan to have other department users use it.

From these things, I thought that the usage table shouldn't be HR Case[sn_hr_core_case].

So I am considering using the 'ticket' table, but what is the original purpose of this ticket table?

Has anyone like us used the 'ticket' table as a contact table?

If you have been used before, what are you worried about when creating and using it?

We welcome any other comments or suggestions.

Thanks in advance,

[Harsh Vardhan · Accepted solution]

if you will use ticket table then consider below point. 

• you have to make changes in ootb ACL because some of them are working for itil users.

kindly have a look on below blog, it has explained well about ticket table. read the "SERVICENOW'S TICKET HISTORY" section on below blog. 

https://www.servicenowelite.com/blog/2015/6/23/everything-as-a-ticket

[Mi4]

Hi,

Thank you for information.

I am looking at implementing HRSD licensed tables.

I thought that tickets can be used with HRSD licenses, but does the need for the itil role mean that ITSM licenses are required for workers?

Regards,

[Harsh Vardhan]

if you will use ootb without making any customization on ACL then yes you will need itil role.

i think you can customize and use it based on your business need. assuming this table has not used before on your instance . 

create custom role .

ootb 6 acl applied and it has mentioned an itil roles so add your custom role to those acls. 

[Mi4]

Hi, Okay, I understood. Thank you. Regards,