We currently have an external support company who provide us with OOH support, however this is through a separate tool. Naturally, people will go to their usual route of raising a ticket, which means in-hours come back to OOH tickets.
Is there a way that ServiceNow can notify the external support company of the ticket details when an Incident gets raised OOH? Failing that, the condition could be that someone from, for example, the US has raised a ticket so it gets redirected.
Thank you!!
