Service Requests without creating a service catalog.

[dvientos]

I know this will go down as the most rookie of questions but...

I need to configure a service request process which is for users who ask for items such as new users creations, etc.

Where do I perform this? Do i need to build an entire service catalog? I just want a way to be able seperate users submitting incidents and users submitting requests. I dont have the time and or expertise to build a service catalog.

Thanks for your help.

Domenic

[JordanLind]

Hi Domenic,

ServiceNow has a Ticket table that may fit your needs.   You could create one generic record producer for requests that writes to the ticket table.   This would give you the data separation.   You would have to manage any approvals and tasks manually.

If a user submits a request as an incident, you could create a UI action to cancel the incident and create a ticket.

[dvientos]

I guess I just need to know how to access the ticket table. Not a SN expert.

[JordanLind]

Hello Domenic,

Navigate to System Definitions > Modules.

Search the Title for Tickets

You should see a tickets module for both the Service Desk and Self-Service applications menus.   Set the required module to active.   You may need to refresh your navigation pane if the module doesn't appear after you set it to true.

[aaron_damyen]

Sounds like you already have your users classified.   We have done this using the existing catalog by attaching roles to users and using the roles to control visibility of Service Catalog items.   I've created Record Producers that create records directly on the Task table for simple activities that need to be done or are automated.

If managing the Users <-> Roles relationship cannot be automated, this may not be a practical solution.