Logging external user incidents

Imsidd
Giga Contributor

‎03-07-2023 03:26 AM

We have a IT help desk using ServiceNow to log tickets for internal users. We wish to expand this by being able to log tickets from external users (non employees) who currently call or mail their issues to the help desk. What is the best way to configure ServiceNow to log these external user tickets?  

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AnveshKumar M
Tera Sage
Tera Sage

‎03-08-2023 03:46 AM

Hi @Imsidd ,

You can use,

  1. Inbound email actions and enforce email domain name validation to prevent spam tickets.
  2. You can create a public facing UI Pag, from which the external users can log a ticket.

In both the cases, you can also maintain a table to store external users who can log tickets.

 

Thanks,

Anvesh

Thanks,
Anvesh
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