Customer Support Requests

[thereseg]

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.

[Michael Kaufman]

I think an important feature is the ability to transfer an incident to "Support Case".   Sometimes people will create an incident, but it needs to be converted to "case".   We are adding a button to "Convert to Case".  

Mike

[Uncle Rob · Accepted solution]

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%.

[Michael Kaufman]

Yes it is good to check your licensing agreement beforehand.   Fortunately I didn't have that restriction, but other companies do have more restrictive licensing agreements to save costs.

[thereseg]

Thanks great point, is there any place I can find the license model?   I know what our contract say but I don't know what that means. Unfortunately our procurement manager left and I haven't be involved in the procurement at all, I'm just the techie trying to fix SNOW to fit us better. There is no way my company would spring for any additional cost as they are already thinking it's too expensive.

[Uncle Rob]

There's just too much variation between customers for me to say.   I can only describe what I know about the current model, but that *could* be as different from your contract as night is from day.   The single best person to talk to is your account rep.