"ServiceNow" New Ticketing System Coming Soon for All APAN Users!

Greetings APAN Users!

The APAN team will soon transition to a new ticketing system called ServiceNow. Watch this blog for updates over the next few weeks.  Please also share your questions in the blog comments so we can address them in future blog announcements.

ServiceNow is an Enterprise Tool that is part of the Mission Partner Capabilities Office (MPCO) which supports not only APAN but the other tool sets that make up the Mission Partner Environment.  

What does this new ticketing system mean to you? 
See below for a few Q & A's. 

(Q) What does this new application provide? 
(A)  More features:

  • Multiple options for starting your ticket under categories such as Requests for No Interruption, Training Requests, Reporting Incident, and more. 
  • Conditional Logic for user input fields 
  • More specific fields to assist users in defining their problem 
  • Advanced workflows behind the scenes to route tickets to the appropriate APAN specialist faster 

(Q) When is this change taking place? 
(A) Estimated mid-July.  Please watch the Premier Support blog and the APAN Support Announcements blog for updates: https://community.apan.org/support/b/blog 

(Q) Do I need a New Account? 
(A)  Users will have the option of creating a ServiceNow account to log in and track their ticket. With a ServiceNow account, users can track, edit, add notes, attach screenshots, and more easily discuss their issue with the APAN staff. 

(Q) Is a ServiceNow Account Required? 
(A) It depends. ServiceNow accounts are not required to submit tickets to APAN for reporting problems. ServiceNow accounts will be required for requests like New Community Requests, Requests for No Interruption, and Requests for Feature Enhancements.   

(Q) Why are users required to create a new account on ServiceNow to submit requests? 
(A) Security. The information provided in your requests must not be available to the public. This information often includes personal contact information and other sensitive information. ServiceNow accounts ensure privacy for that information. 

(Q) Will the ServiceNow Account be the same as my APAN Account? 
(A) ServiceNow accounts are separate from APAN user accounts. A new username and password will be required for ServiceNow accounts. 

Future enhancements including Single Sign On capabilities for APAN and ServiceNow accounts are in research. The APAN team is working on solutions that may eventually allow users to log into ServiceNow with their existing APAN account.      

Please add comments to this blog post if you have questions.

We will continue to share information as it becomes available. Thank you for working with us through this transition.  

--Your APAN Customer Engagement Team