Manage company key contacts and notification lists on Now SupportIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Company contacts are critical for communications with ServiceNow. If you are a customer or partner admin, you are responsible for keeping your company contact information accurate and up-to-date on Now Support. For example, company contacts receive email notifications if there is a mass outage or an issue affecting your company instance. You should specify an alternative, temporary primary support contact in case you are unavailable. Table of Contents Contact roles and communicationsTypes of notificationsPatching Program notificationsNotifications and communication lists Contact roles and communications The following table shows contact roles, their focus areas, and which communications they receive. Contact information is very important to make sure that you receive updates about maintenance window activity, support cases, and any other key information. Notification Types Contact Role Short Description Maintenance Windows Patching/ EOL Security Advisory (non-technical) Cases Opened & Updated Primary Customer Admin Each account requires a Primary Customer Admin to review and approve Now Support user account requests. Admins have the highest access privileges in Now Support and can activate plugins, administer an upgrade, and more. ✓ ✓ ✓ Primary Support Oversees your ServiceNow instances. Manages accounts, monitors system performance, support cases, and verifies your services run as expected. ✓ ✓ ✓ ✓ Secondary Support Is a backup for the Primary Support contact and assists with instance oversight. ✓ ✓ ✓ ✓ Primary Technical Provides technical solutions to satisfy business requirements. Owns most configuration work in the platform. Designs, develops, and configures ServiceNow apps and services. ✓ ✓ Secondary Technical Backup to Primary Technical contact or a Product Owner who is accountable for a particular process and owns the vision, experience, and functionality of the tools within the process. ✓ ✓ Security Contact Proactively monitors instance security and security patches. Seeks to understand the why and how of security protocols and implementation. Stays current on potential vulnerabilities to ensure optimal instance health and compliance. ✓ ✓ Primary Business Develops strategic plan and roadmap for ServiceNow services. Owns and oversees ServiceNow instances from a business perspective. Analyzes trends to make decisions. ✓ Secondary Business Implementation specialist, analyst, or business process owner who supports the Primary Business contact in analyzing, designing, and implementing processes. ✓ Communication list ✓ ✓ ✓ Notification list ✓ ✓ ✓ To manage your company key contacts, see Manage company key contacts in Now Support User Management tool. Types of notifications Maintenance Windows: Activities based on ServiceNow infrastructure. For example, server or data center OS patching (not related to the patching program for version releases) and SSL certificate updates.Patching and End of Life (EOL): Family versions and new release activities that affect customer instances. For example, monthly patching, quarterly upgrades. Security: Cloud-security related issues Advisory (non-technical): Now Support, webinars, and general announcements You can also designate users to receive notifications and communications about the Patching Program. Patching Program notifications The Patching Program schedules patches in intervals throughout the year so your instance has the latest security, performance, and availability of hot fixes and patches. The following roles receive notifications as part of the Patching Program: Primary Business ContactPrimary Customer AdminPrimary Support ContactSecondary Support ContactPrimary Technical ContactSecondary Technical ContactSupport Account ManagerCommunication ListNotification ListSecurity ContactSecondary Business ContactSolution ConsultantTerritory Contact Note: This list can change from program to program, as these fields are selectable and are not hard-coded. Also, if you do not have a valid user assigned for a specific role, there is no notification. Notifications and communication lists Users added to the Notification list receive notifications for auto-upgrades, upgrade notifications, all cases opened, and cases updated with comments Users added to the Communication list receive notifications for patches, auto-upgrades, and upgrade notifications. If the Communication list is left blank, the messages are sent to the users identified in the business contact and support contact fields.Important: Users added to the notifications or communications list are not automatically added to the watchlist for patching changes raised prior to them being added to the communications or notifications list. Sys_id details appear in the Notification and Communication lists when ServiceNow employee details are added to the lists. This is by design in Now Support as customers are not authorized to see the name behind the sys_id Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } All releases Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Add and remove users from Communication and Notification lists Go to Now Support. Select the My Support page tab.Scroll to the Communications watchlist section.In the Search people field, add user names or email addresses. The user is added to list. Validate profile information Periodically, Now Support asks you to validate that your company information is correct. Go to Now SupportVerify that your profile information is correct and current.To confirm, select This info is up to date. Additional details for key contact sync On Now Support, each key contact can be mapped to only one user. For example, there can only be one Primary Technical Contact. One Now Support user can be mapped to multiple key contacts. For example, the same user can be mapped to Primary Technical Contact and Primary Customer Admin.