How do agents handle the creation of new users in ServiceNow?

[kristenmkar]

When Service Desk agents are taking inquiries from callers, there may be a situation where the caller does not yet exist. When using the Service Operations Workspace, the caller field pulls from the User table (sys_user).  Our Service Desk agents utilize the itil role.  What is the correct procedure for creating a new caller if they do not exist in User OOTB? 

And that being said - we have internal and external customers - is SOW appropriate to use? Or should we utilize CSM? Or is there an elevated role that the agent could use to create a user? 

Thank you! 

[Brian Lancaster]

You could use the user_admin role to create users. Since you have external users you should be paying for CSM licensing anyway so you might as well use that as well.

[kristenmkar]

So from an agent standpoint, even with the proper role, should a UI action be created to create users in SOW? Right now I don't see anything out of the box. Or just stick try to utilize CSM?

[Brian Lancaster]

Looks like if you are not using CSM you would need to utilize a UI Action to create new users as when you click on the magnifying glass next to call there is no new button. What you really need is a way to know you customer base without having to manually create them. For internal users you could use a MID Server and LDAP integration. For external users if you have CSM there are integrations with CRM like Salesforce that will pull the users from CSM into ServiceNow.

[Sumanth16]

Hi @kristenmkar ,

Create UI Action with below script:

//create new user

var userGr = new GlideRecord('sys_user');
if (current.u_user_not_found == true) {//replace with your condition and field name
    userGr.newRecord();
    userGr.setValue('first_name', current.opened_for.first_name);
    userGr.setValue('last_name', current.opened_for.last_name);
    userGr.setValue('user_name', current.opened_for.email);
    userGr.setValue('u_employee_type', current.opened_for.u_employee_type);
    userGr.setValue('email', current.opened_for.email);
    userGr.setValue('title', current.opened_for.title);
    userGr.setValue('phone', current.opened_for.phone);
    userGr.setValue('u_syscom', current.opened_for.u_syscom);
    userGr.setValue('u_edipi', current.opened_for.u_edipi);
    userGr.setValue('u_ech_iii', current.opened_for.u_ech_iii);
    userGr.setValue('u_business_area', current.opened_for.u_business_area);
    userGr.setValue('u_org', current.opened_for.u_org);
    userGr.setValue('u_org_code', current.opened_for.u_org_code);
    userGr.setValue('u_org_code_title', current.opened_for.u_org_code_title);
    userGr.setValue('u_branch_of_service', current.opened_for.u_branch_of_service);
    userGr.setValue('u_command_location', current.opened_for.u_command_location);
    userGr.setValue('u_remote_user', current.opened_for.u_remote_user);
    userGr.setValue('location', current.opened_for.location);
    userGr.setValue('department', current.opened_for.department);
    var sysID = userGr.insert();  //store the sys_id
    current.opened_for = sysID; //assigning the newly created user record sys_id
    current.update(); //update the interaction record
} else {
    gs.addInfoMessage("You must check " + "'User Not Found' " + "to Create a New User or remove referenced user in Opened For field.");
}

If you find it helpful, please mark my answer as correct so that it can useful to others.

 

Thanks & Regards,
Sumanth Meda