Best Practices for Preventing Harassment in ServiceNow

[Kohei Tominaga1]

Hello,

We are looking for guidance on preventing harassment in our ServiceNow instance. We have a requirement to address situations where requesters submit tickets or engage in comments with offensive or discriminatory content. This can be emotionally taxing for agents assigned to these tickets.

We are interested in exploring best practices and available features to address this issue. Common approaches include adding warnings to request forms or preventing submission of tickets containing inappropriate language. However, we are seeking specific guidance on how to best implement these measures within ServiceNow.

While we can utilize the Description field in Record Producers to include warnings, there is a concern that users might overlook them. We are curious about the effectiveness of this approach.

We would greatly appreciate any knowledge sharing from individuals who have implemented similar measures to prevent harassment in their ServiceNow instances.

[AnirudhKumar]

just my 2 cents... This is a existential problem. No amount of technology can educate users to mind their words 🙂

Here's a paradigm shift. A rude customer is an unhappy customer. So, maybe try working backwards from there... Have reports that alert when tickets are lying unattended, or bounced between teams. Do everything possible before that one guy goes mad and has to curse on a ticket

[Narsing1]

I think Profanity filters in VA may help / if you have CSM, you can configure moderation filters which contains banned keywords.  But even though we use these options, we may not control the mindset of people. 

It should be dealt with Ethics/compliance from HR Module 🙂

Thanks,

Narsing

[Kohei Tominaga1]

Thanks for your information.

Profanity filters is what I want. but is it only for Virtual Agent? or Do you know I can apply this filter to case comments?

Yes, I agree with you that in addition to the options, Bad users should be reported as compliance case.

[Narsing1]

yes. its for VA only.  The below article can be useful for your requirement.  However, it is for KB Article feedback, but I think can be worth trying for your requirement as well.

Profanity filters on Comments 

Thanks,

Narsing