Customer Support Requests

thereseg · ‎09-22-2015

Hi,

I wonder which is the best way to implement a basic ticket flow for Customer Support Requests.

Our company started with SNOW from the inside out, we use it mainly for Incident/Problem and Change for the production environments we support for our customers.

Customers have never had access to SNOW and our Customer Service have had a different tool for handling customer queries.

We are now facing a need though to be able to escalate Customer Support Request (that are not Incidents or Changes) to relevant departments (and raise some to Incidents/Change Requests).

The easy thing would be to have Customer Service create a service request.

However our Internal IT department started using the Service Catalog (Requests, Request Items and Tasks).

I don't want to merge internal users PC issues with our Customers Requests.

What would be the best course of action? Set up a new table? I don't want to implement something that might limit us from using more of the features in Service Now in the future, (like using Service now for our customer service and having a customer portal, etc)

Any advice is appreciated.

Uncle Rob · ‎09-23-2015

Yes. If you extend Task in any fashion you will likely invoke CreateNow licensing. This will be highly dependent on what contract you're currently under, but this is dangerous enough that you'll need to discuss it at length with your Sales Rep.

If any people have even the capability of using both the ITIL stuff and your new custom task table, you might have just inflated their license cost by as much as 35%.

View solution in original post

Michael Kaufman · ‎09-22-2015

We are creating a new table for customer "Product Support" requests. They will be stored in a new table, extending off the task table for these "Product Support" "cases".

These "cases" are like incidents, but they had too much difference than incidents so we are creating a new application. They want their own special fields, workflow, and design. It just would affect incident management too much to have them in Incident Management.

ServiceNow used to have Case Management, but it is now "HR Case Management". We considered using that and just removing the "HR" part, but it was too far from what they wanted.

We have been resistant to create too many custom applications, but in this situation it seems like the right choice.

Mike

Eric K3 · ‎09-22-2015

Mike, this is exactly what my company needs to do.

If you create a new table that extends Task, does a user need to have the itil role to "work" tasks on that new table? Or can you create new roles?

Michael Kaufman · ‎09-22-2015

You can create new roles if you want the incidents and "cases" separate. However for us, incidents and "cases" switched hands often, so we just used the itil role.

thereseg · ‎09-23-2015

Thank you for your reply.

Is there anything special I should be concerned about? Any special lessons learned that you want to part with or was it fairly straight forward? We will use the ITIL role as it is the same people that are working on incidents that will handle Support Requests.