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

thereseg · ‎09-30-2015

Thanks guys, Got in touch with our account rep and it would require Create New license but there is no way our company will pay that huge an additional cost for 150 fullfillers for something as small as a few extra tables on Task that basically is "Support Request feature". So now I'm back to square one. Maybe I can use Tickets even though it's deprecated.

Uncle Rob · ‎09-30-2015

Hey Thereseg,

I'd highly recommend *not* founding any functionality on a deprecated table. I don't think you're completely out of options yet. Is there any reason this can't go through the Service Catalog?

thereseg · ‎09-30-2015

I think that's our only option however that is "owned" by our internal IT and have the tickets from employees. I was hoping to be able to separate out the Customer Requests which is owned by the Service Delivery/Account Management team.

I know we can easily set up multiple Catalog pages however it's the mixing between tickets and not having unique prefixes that worry me. Sure it's probably easy to separate the tickets but it feels unwise and like a messy way to go about things.

Uncle Rob · ‎09-30-2015

The messier part of things is when you take a platform capability like the Service Catalog and give ownership of it to a single team. That's growth crippling. I've put more non-IT stuff through Catalog in my years than IT by a long shot. I think there's a ton of different ways you can get the reporting you need while using the platform in its silo-agnostic glory.

May need some more dedicated time to explore the options with you. Sent you a friend request. If you accept we could schedule some phone / web conference time to discuss in detail.

thereseg · ‎10-01-2015

Would be much appreciated I'm eager to learn more and how to solve this for the company. And I haven't worked with the Service Catalog I mostly work with the ITIL processes.