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‎09-22-2015 07:50 AM
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.
Solved! Go to Solution.
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‎09-23-2015 08:32 AM
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%.
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‎09-30-2015 06:19 AM
I was in a meeting about the Geneva release yesterday. They are releasing a "Customer Service" portal in Geneva. We knew that from the K15 presentation. Except what I didn't know was that it creates "Cases". They confirmed that it creates a different record type than incidents.
This throws a wrench in my plans, as we were going to build this ourselves. So now we waiting on demo on Thursday to see this new "Customer Service" portal and the records it creates. Geneva is going to be interesting!
Mike
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‎09-30-2015 06:28 AM
Hopefully that's the next evolution of the New Call module.
>crossing fingers & toes<
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‎09-30-2015 08:11 AM
Do we know when Geneva will be coming cause if it's soon and it has a new table for "Cases" I could potentially use that. It is the service desk that will report these (for now) until we get a customer portal.
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‎10-13-2015 08:41 PM
Mike,
Any word on this new Customer Portal? Would love to hear more about it.
We actually built a Customer Service Custom App last year to cater for the issue initially described in this post. This allowed us to have a silo for these Customer Enquiries (rather than including them within Incident/Request), that could be escalated and assigned to business units outside of IT (Billing/Product etc). We built this on a CreateNow license model.
The idea that all that hard work may now be irrelevant is slightly scary
Scott
