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Hello, APAN Users!

The APAN team will soon transition to a new ticketing system called ServiceNow. 

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

What does this mean for you? 

See below for a few Q & A's.

(Q) When is this change taking place?
(A) Tentative date is 01 May 2023. Please watch the APAN Support Announcements blog for updates: https://community.apan.org/support/b/blog 

(Q) Do I need a ServiceNow account?
(A) It depends.

  • ServiceNow accounts are not required to submit tickets to APAN for reporting problems using the “Fix Something” portal.
  • ServiceNow accounts will be required for requests using the “Request Something” portal. Requests include but are not limited to new community requests, requests for no interruption, special training requests and others.
  • We recommend all APAN users create an account, as guest users have limited access and visibility to their tickets. You must be an authenticated user to access features such as checking the status of your ticket in real-time, updating through the ServiceNow messaging system, and avoiding validating yourself each time you submit a ticket.
  • With a ServiceNow account, users can track, edit, add notes, attach screenshots, and more easily discuss their issues with the APAN staff.

(Q) Why must users 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. When you register for your account, use the same email associated with your APAN account so that we can identify you in both systems.

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.


~The APAN Customer Engagements Team

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  • thank you for your questions.  please see below:

    (Q) If the ServiceNow account expires without any activity between 30-60 days, it will be more useful to me to just create a new account when required.  What is the periodicity for ServiceNow activity before the account is deleted?

    (A) Accounts are not deleted, they are disabled after 35 days of inactivity.  Users will be able to self-service and reactivate their disabled accounts by answering a few questions for authentication.  In addition, CAC card users will be able to register their CACs in ServiceNow and accounts will not be disabled unless their CAC card expires.  Non-CAC users will have to log in every 35 days to ensure their accounts remain active.  Email alerts will be enabled to notify users before accounts are disabled, giving them the opportunity to log in and keep their accounts active.

    (Q) Can other US Gov't (non-DoD) mission partners get a ServiceNow account?

          Can coalition mission partners get a ServiceNow account?

    (A) Yes, ServiceNow ticketing system is tailored to support all mission partners.

Comment

  • thank you for your questions.  please see below:

    (Q) If the ServiceNow account expires without any activity between 30-60 days, it will be more useful to me to just create a new account when required.  What is the periodicity for ServiceNow activity before the account is deleted?

    (A) Accounts are not deleted, they are disabled after 35 days of inactivity.  Users will be able to self-service and reactivate their disabled accounts by answering a few questions for authentication.  In addition, CAC card users will be able to register their CACs in ServiceNow and accounts will not be disabled unless their CAC card expires.  Non-CAC users will have to log in every 35 days to ensure their accounts remain active.  Email alerts will be enabled to notify users before accounts are disabled, giving them the opportunity to log in and keep their accounts active.

    (Q) Can other US Gov't (non-DoD) mission partners get a ServiceNow account?

          Can coalition mission partners get a ServiceNow account?

    (A) Yes, ServiceNow ticketing system is tailored to support all mission partners.

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