All- thank you for the feedback and also for reviewing Hans reply from last week. I did work with Infor internal IT and our tools teams to get updates on the main topic areas around Service Now in this forum. More updates will be coming in a future Net Change Report in May.
Below are some of the questions and responses I got back. If you have additional questions that have not been addressed, please open a case with Customer Care.
When a new Case is opened, the contact does not receive an email nor does anyone subscribed when the case is first opened. In the old system (Infor Support Portal), customers received emails when incidents were opened.
We have this Jira created for both the creator and any others on the case to receive the notification – Currently this is by design as it is not an Out of the Box email that Service Now CSM sends – Internal Jira- CSDSN-2912 -Customer not receiving email Notifications for the cases when others in the company creating them and initial contact not getting notifications on new cases.
The ticket is not able to be updated until it's been assigned to someone at Infor. Unassigned incidents cannot be escalated.
Customers cannot increase the severity of an case nor can they escalate an Unassigned case. If customers enter an incident and then want to increase the severity, they should add the “Business Case” for why the severity should be increased into the incident (if done during business hours which is 8:00-5:00 during normal business hours). If outside of Business Hours and a Priority 1 Production Down issue, they should call Customer Care and Customer Care will increase to a Priority 1 if it is a Priority 1 issue. If a customer needs to escalate an Unassigned case, they should call Customer Care.
I can subscribe myself but don't see the option to subscribe others. This was available prior to the migration.
Internal Case CS0124831. We will log an enhancement Jira as this is not core functionality in SN CSM.
Will Infor have a KB or location of known/reported issues for us all to see? Might be helpful having a visual list somewhere. OR should we open up individual cases for each item of concern we each have to allow Infor better tracking?
We will begin resending Net Change documents out starting in May. End users who report issues should be receiving updates based on the cases they log.
Incident Created Date/Time not available as part of Company Case template nor export.
Internal Jira CSDSN-2912 created
Various requested for customers to create their own case lists.
Provide ability for customers to create their own lists. Internal Jira CSDSN-2982 has been created as an Enhancement.
Escalations- Selecting you wish to have a Manager Call You is not available-
This is being reviewed
Again, if you have additional questions that have not been addressed with the above, please open a case with Customer Care.
