ITSM Customization Suite

The New Call application is a solution to enable the ServiceDesk professionals to create the Incidents or Service Requests into the ServiceNow instance with ease. This application comes with configurable routing system enabled to route the inbound requests based on the input variable parameters to the ServiceNow record producers.

It uses standard Service-now.com forms and scripting techniques. This application bundle is an encapsulation of all the required Service Catalog Items, ServiceNow record producers, UI Actions, Workflows and notifications. This Application modules are secured by default and can be operated by secured roles only.

The outbound email notifications in the Application can be configured with the out of the box UI pages. The in-built routing logic can be edited based on the edit modules to suite the customer’s environment and based on the user record type.