Non IT use of Service-Now

[gvanroy]

We have been live with Service-Now since February and our Business is excited about the tool. So excited they want to use it for other things besides IT related items. For example HR wants to use it and eventually our accounting department wants to use it. I struggle with letting them put their tickets into the Incident app. I know there is a module for HR that we can use, but what are other people doing when their business wants to track non IT related items in Service-Now? Are you putting it all into Incident? Are you creating custom apps in Service-Now for them to use?

[#2]

I recently wrote a custom application for another one of our departments that wanted to use Service-Now for their ticket tracking.

The application creates tickets in a new custom table that's a child of the task table. If email is sent to their support address, it's redirected to our Service-Now instance, which checks if the mail was sent to our helpdesk address or their support address and either creates an incident ticket for us, or a support ticket for them. I also have their app sending out email to customers that appears to come from their support email address, and not our helpdesk. Our ITIL users don't see their app, and they don't see our ITIL application, so the two are completely separate.

It was a pretty good learning experience to build it, and I'll probably build more as other groups come to us.

If you have any questions, feel free to message me.

[cdeclos]

Hi Adam

Here at IBA, a lot of Shared Services departments are very excited about using SNC for their own purpose: Building Maintenance, HR, Purchasing... We will even use it for tracking production incidents on our radio-isotopes production facilities. However, I'm still stuck with the email segregation : I'm not a programmer and I haven't found a way yet to dispatch the different tickets to the proper support group.

Besides that, I'm convinced SNC is fit for all the purposes involving request management !

Would you mind sharing some of your programmation tricks with me ?

Thanks,

Christian

[jquinonez]

Hi Adam,

We are in the process of modifying incidents and requests, so that we can open them for our telecomm and Radio groups. With that comes requirements to invoice the work that is done in those tickets and requests. So we are adding new tables so that we can relate records of materials and supplies used for those tickets and requests, in addition to having those staff add their actual time worked.

I'd be very interested in what you have developed and the scripting that you have used. The problem that I face is my lack of experience and understanding of javascript and how to make it work for us.

Thanks
Johnny

[stephfour]

I'm also going the custom application route like Adam mentioned in his post. My non-IT group just wants a way to track incoming calls to their business unit's call center. It is completely separate from and of the IT apps using basic role-based security to keep IT users out of their app and them out of IT ITIL apps. I've got one main table to track tickets and two reference tables for quick pull-ups on provider and recipient fields in the ticket form. I like the idea of linking to the task table, but it wasn't really needed for my group's needs. Also no email notifications were needed for this group.

We'll be releasing the application into production in mid- to late May. Feel free to contact me for more details.