inbound email auto ticket creation for change request

[Mike137]

Our client is requesting to set-up inbound email auto ticket creation for change request.   In Servicenow,  only with ITIL role can create a change record.  My question is does it violate ITSM process?  since by configuring this it bypass the access control,  by making the CR creation open to everyone via email inbound email.   And since this is a custom configuration,  will this be support by Hi Portal team in case we encounter an issue?

[Allen Andreas · Accepted solution]

Hi,

I would recommend not just taking direct order from your client to allow anyone to submit a change request. With that said, per out of box design, more than just "itil" role can create a change request, users with "admin" or "sn_change_write" can as well. If possible, it'd be wonderful to hear their thought process as to why these should be opened by anyone and even via inbound email.

Now Support (formerly HI) will still support the platform, but if you are experiencing other issues as a domino effect to allowing anyone to submit changes and you need further support down the line for more customization or to make it work further (say there's an issue after they create, now they can't do 'y' or 'z') then SN may not assist because you're changing the behavior of the application in that specific scenario.

You may want to discuss with the SN Account Exec as well about this change and get their opinion.

[Mike137]

Thanks Allen.  Appreciate your inputs on this matter.