Tracking non-production tickets

[jbreitung]

Has anyone used ServiceNow to track not only production tickets, but also non-production environment tickets.   I'm interested in Incidents, Problems, and Change tickets/records, and how to separate the prod from the non-prod, such that reports, dashboards, metrics, etc. keep them differentiated.

[Gurpreet07]

Our non production instances are basically clone of our production instance and thus all tickets in our sub prod instance is a subset of prod instances . There may be few of the tickets we may create for testing purpose but they are not significant for us.

I don't understand why to track non-production tickets.

[randrews]

i would suggest create seperate ci's for each instance.. and you can segregate your records by if the CI is production or not.

and yes we do open tickets for all environments in SF...

[sarazona1]

I agree with Doug: our implementation has separate CI's to differentiate Non Prod from Prod.   For Incident, we have a domain field that has the values "Prod" versus "Non Prod" to show or hide fields as we didn't want to have 2 separate incident forms but we had 2 different sets of requirements.   For change, both groups used the same change module but due to the high volume of non prod changes there was a desire to implement a wizard type of entry for Non Prod via a record producer to make it easy for the user to quickly enter in info that fed a Non Prod change form (extended from change table).

[jbreitung]

Thank you, Doug and Sara!   Very helpful - I will be sharing with my team here in the office.