eMail vs Portal Ticket Creation

[mikecline83]

We are fairly new to the ServiceNow platform (implemented in Oct 2014); we launched with Incident, Request, Problem and Change. We are about to start working on our building out our Service Catalog in full; we have 10 or so Record Producers and Catalog Items that I've created as we've found need but are about to add 100+ more with the help of an implementation company. My questions are these:

• Has anyone else gone from an environment where your org has always opened tickets via email and now uses a ServiceNow CMS or ESS Portal?
  • If so, how did you drive your customers to the portal vs email?
• At what point did you, if at all, disable the ability to open tickets via email and force usage of the portal?
• What was your experience with the process and the customer response?

Thanks in advance for any feedback that you might be able to provide!

____________________________

Mike Cline

Spokane IT Service   Desk Analyst/ServiceNow Admin

more than just money ^® BECU | Spokane

[andy98]

Hi Mike,

We are about 10 days from our ServiceNow Go-Live and our previous system relied heavily on email submission.

Our plan is to set up forwarding on some of the mail boxes to forward to our instance.   Scripting was developed to identify the source and route incidents to the appropriate assignment group.

We also are invoking auto reply to educate the senders on our new system.   We will likely never be able to completely turn off email submission as our telephony department provided telephone service to area clinics (We are a Medical Center) that are part of our organization so do not have log-ins to our system, but need to communicate with our Telephony group.

Andy Jossy

HelpDesk Supervisor/ServiceNow Admin

Asante Health Systems

Medford, Oregon