Over the last few weeks we've been piloting a change to how users file HI Administration question incidents, we are now expanding the pilot to include Knowledge Management question incidents. In the next day or two, customers with community accounts that match their account in HI will be part of pilot group of customers that will experience this change. Our goal is to get your questions answered quickly. If for any reason your question is not getting answered or needs to be converted to an incident, a team dedicated to this program will do that for you.
We will have people from our Development and Support teams watching the Knowledge Management space to answer questions posted from HI that your peers may not have addressed. Here's an example of how this looks Notification about dormant user when account was just created.
To review the specifics about this pilot program, as well as how to post your question from HI to the community, and monitor it, see ServiceNow KB: Changing how HI questions are answered (KB0552759).
What do you think? We encourage you to give us feedback on your experience!
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Update 3/31
We have expanded this functionality to include the following Incident categories:
- HI Administration
- Knowledge Management
- Service Catalog
- Problem Management
- Change Management
- Portfolio Management
- Incident Management
- Reporting
- Performance Analytics
- Authentication
