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ServiceNow FAQs

FAQs: 

  1. (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? 
    1.  (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. 
  2. (Q) Can other US Gov't (non-DoD) mission partners get a ServiceNow account? 
    1. (A) Yes, ServiceNow ticketing system is tailored to support all mission partners. 
  3. (Q) Will it be possible to migrate existing open APAN tickets to ServiceNow? 
    1. (A) No, tickets will be closed on the current system.  
  4. (Q) Is there some sort of demonstration or slide show to provide we users with a heads up on what to expect with ServiceNow functions and features? 
    1. (A) The APAN Team is available via Help Desk phone and Daily Training Webinars to assist users in learning the new features of ServiceNow. A video may be coming. 
  5. (Q) Will ServiceNow have any sort of email notification capabilities?  
    1. (A) Yes, email notifications are a default feature on ServiceNow. 
  6. (Q) Is there a difference between the APAN replacement version of ServiceNow and the Commercial version? 
    1. (A) ServiceNow is a very customizable platform. You may see different features on APAN’s instance of ServiceNow from other ServiceNow platforms you may have used elsewhere.