Case, Incident, and Request creation

[rleighton]

Hi, 

Looking for clarity around ticket creation in Service Now - specifically via the CSM portal.

Out-of-the-box it seems that an external user raises a case, which is then triaged by first-line support.

On triage either an incident or request ticket is created and related to the case. The case may then be classified accordingly. All external communication is performed via the case, and internal via the resultant incident or request. 

The approach in several other systems I've used is for an issue record to be created then sub-classified as either an incident or service request. Comments are flagged externally viewable (as applicable). In this scenario you have a single record, and have all the audit information (status changes and timestamps) to facilitate process mining, and SLA monitoring. 

Does the creation of two separate but related records not fragment the process (in terms of process mining and SLAs), and duplicate effort (having to update both records)? 

Thanks in advance, 

Richard

#customerservicemanagment #csm #portal #casecreation

[Saurav11]

Hello,

The below  post will help you to understand difference between ITSM and CSM:-

https://www.servicenow.com/community/developer-forum/main-differences-between-itsm-and-customer-serv....

Please mark my answer as correct based on Impact.

[rleighton]

Hi Kilo, 

Thank you for taking the time to reply. My takeaway is that the CSM module reduces license costs, and adds a layer of abstraction. But is this at the cost of fragmenting the process (in terms of process mining and SLAs), and duplicate effort (having to update both records). 

The first point on process mining is interesting, as presumably the SLA is on the case? As the incident will not have been created until after triage, or does it inherit the create date from the parent case? Also do status changes flow automatically from the case to the incident (such as "pending customer", "customer update received" etc.). 

I'd be keen to hear your, and others views on this, as it seem less than optimal. 

Many thanks, 

Richard

[Jorge Castilla]

Hi Richard,

This is a common challenge specially in MSP implementations where most of cases are related to technical issues reported by IT Managers or end users from the customer side.

The level of extra customisations to maintain both items in sync (comments, attachments, SLA's, states, contracts, etc.) increases the technical debt and create lot of additional maintenance for the BAU teams.

It seems like the Technology Product Support Case  in Washington release is the response to the market requirement to address this particular scenario. 

Did you manage to implement any solutions to streamline the process? Keen to hear your experience during the last year.

Regards,

Jorge