Register new issues in ServiceNow with our contact form

[awead]

Currently, our contact form will create new issues in Jira. We'd like to move that ServiceNow. There are two ways to do this, either via API calls, or a custom form within SNow itself. We're currently inquiring as to which method is best:

https://pennstate.service-now.com/sp?sys_id=62df01d31b01bf0840a242a2cd4bcbc9&id=kb_social_qa_question&sysparm_rank=17&sysparm_tsqueryId=06ac111b1b4dbf0840a242a2cd4bcba2

[awead]

SNow incident https://pennstate.service-now.com/nav_to.do?uri=incident.do%3Fsys_id=90e517e71b42f740ec6a7661cd4bcb3a%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true

[awead]

TODOs and Questions

Non-PSU vs. PSU users

• which Scholarsphere emails do we want to use? We need at least one, possibly two:

Thanks. The email would always be from the scholarsphere email. The only difference between Non PSU and PSU users, would be the mail scrfipt that tries to look up a user. If they are a PSU user and we have their account ( we don’t have many of the Limited accounts), then they would be placed in the ticket as the contact, and an email is generated to them.

If the person is not a PSU user, then a different contact would need to be put in place, because contact is a required field. That’s why I suggest a generic contact. You can put the user’s email address in the contact watch list while triaging the ticket, and they would receive any future emails.

SNow Settings

• do we want to use the current "Repository Managment" service
• need to create a new Assignment Group under University Libraries Parent Group that includes everyone needed to view/manage incidents