How can I open a ticket for a whole department?

[JStockel]

Hi community,

Our company's finance department, sometimes needs to open up a ticket for invoicing etc. which they for now, send out a ticket where they set the "Opened by" to some shared mailbox, connected to that entity's department.
But we only have a few of these activated and integrated from Active Directory... and I'd prefer not to have to request our service desk to activate and then inactivate (for best practice purposes) for all these 1500+ mail boxes... So that they're integrated into ServiceNow and created as users. Also, it feels like a stupid solution...

Now, our users works at multiple "entities" which in ServiceNow, we'd class as companies, with a couple of departments each (generally the same). So in Company ABC, and department 123, they've ordered something which our finance department needs to send an invoice to. 
Our finance department doesn't know a name there, and simply wants to delegate it and open it up as a ticket to them. (This is our current setup) How do we best solve this? Would be be able to set "Opened by = Company ABC's Department 123" for instance?

Or are there better ways? I've looked into Retail Service Management (RSM), which maybe has some solution to these kind of use cases?
These users who are getting "invoiced" aren't really fulfiller users, but end-users so...

Anyone out there with a similar use case from perhaps retail, restaurants, hotels etc who has any good ideas or previous/existing solutions?

Br,

[Kieran Anson]

Hi,

This is entering fun licensing realm which requires your Account Exec. If you're using Source to pay, then this sort of thing is covered. But I'm guessing you're not with this being under the ESC topic?

Business Stakeholder is also a possibility, but requires more understanding to whether it's appropriate for your use case. 

[JStockel]

No indeed, we don't have Source to pay. And I wouldn't say this thing happens often enough that the need exists... We're in the hotel industry, and sometimes we need to send invoices to our hotels. But sometimes also externally... 
We're working out of a complete custom built solution, which has grown quite a bit now, and realizing it's not really manageable to deal with in the current setup.
Hence I've been looking into RSM, but since it's quite new, if I understand it correctly, there isn't too much info about it.

[Kieran Anson]

Yeah RSM is a very new product and in it's infancy. It's road mapped to have a big update in it's August release (safe harbor). 

A thought is to have a department field on your custom table and if the contact/opened for/user selection field is empty, then a notification is triggered to all users in that department. You could then have an *assign to me" option either in the email or on the service portal. 

Because that crosses a gray area. You'd want to get in writing that you're okay to do that. 

[JStockel]

Hmm, yeah what we do today, is have it assigned to a person, then simply via ACLs, everyone within that department has access to the ticket (to read) in the portal under "My Requests". So they do already have the access to read department wide tickets. 
The problem is just when they have to initiate a ticket for the department... But yeah, somehow being simply able to select "this department" or even location could be something... 

Been looking into RSM and RO, but also just simply CSM and RO. As our customer support channels, is complete garbage (customers emailing/calling in to each "Company" etc). So thinking maybe these could be beneficial for multiple needs...