How to Facilitate Back-and-Forth Communication on Demands?

[Carissa Kreinbr]

We are trying to move our project intake process into ServiceNow, but we’re stuck when it comes to facilitating back-and-forth communication between the Demand Manager and the requestor.

Has anyone found an efficient way to request additional information from a user after they’ve submitted a Demand? We currently have just a few questions on our initial request form. After a Demand Manager reviews the submission, there may be cases where we need the requestor/submitter to provide additional information or complete additional fields on the Demand.

I’ve been looking into using Assessments and Surveys as a solution, but I’m curious how others have approached this process. Is there a recommended or more efficient way to facilitate back-and-forth communication between the Demand Manager and the requestor/submitter without requiring them to submit a new request or relying on email/outside of ServiceNow communication?

[PaulaaO]

Hi - my first question would be: can anyone raise a demand on the system and how is it done, i.e. via a Record Producer on the Portal?

If they don't have any other permissions on the platform, filling in additional fields on Demand might not be possible.

If they have access to the platform, in the back end, not just the Portal, you could look into Sidebar discussions feature; they should enable conversation between Demand Manager and Opened by (basically the requestor) and the conversation to be added within the Notes/Activity Stream of Demand.

Another potential solution could be using @ mention functionality but it might mean sending out an email from the platform to the requestor then:

- if the requestor has access to the platform and Demand record, they can at least add notes onto the Demand record OR

- it should be possible to create an integration and any email replies to be added as notes/activity directly on Demand record

Hope this helps 🙂