Minnesota User Group

[sryan]

It sure was great to have so many Service-now.com fans in one room at our innagural Local User Group meeting. I wish I'd had more time to meet and talk with each of you about your experiences! Next time we need to build more time into the schedule for open Q and A and networking - or maybe go for happy hour after our meeting!

If any of you would like to chat about what we are doing with Service-now.com at BCBSMN, I'm happy to share. You can contact me as follows:

susan_ryan@bluecrossmn.com
651-662-3582

[langfordh]

We are in the process of restructuring our Department hierarchy and would like feedback on how each of you have your's setup. Currently, when entering an incident we have staff select the department, which has been proven to be unsuccessful because we are constantly changing the department names and or locations along with one department can be in multiple locations (buildings).

[BobGrins]

User profiles are fed updates from SAP, so HR and facilities have to keep titles, departments, cost centers, locations, etc current. The Service Desk can override, but usually all they do is confirm the information with the caller. It does put you at the mercy of someone else doing there job in a timely manner, but it beats having techs entering department names for every call.

[langfordh]

So do you have users that float to different departments? Because we do. So are you saying you have the "Caller" field linked to auto populate the department? Do you pull in any other information like what building or another field to help refine the search (to aid the User in finding the correct department to choose).

We run into the issues where the caller is from Department #1 but the device he/she is calling about is from Department #2. We have not clearly defined yet, which department should be selected in such a case.