How to submit a Developer Support request with Impact and Now SupportSummary<!-- /*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: ; } } Context: What is Developer Support? Many customers have custom code and configuration with their ServiceNow deployment, and sometimes those customizations break. Advanced and Total Impact customers are entitled to Developer Support, which provides customization assistance to help troubleshoot and debug issues with existing customizations in a break-fix manner. Details: Specialized SME to help you troubleshoot your customizationsCustomization scope includes business rules, UI scripts, script includes and UI macrosUp to 200 lines of code will be reviewedRequest will be handled on a P3 basisSome technical limitations may apply (debug of third-party applications, security vulnerability estimates, and more).SAM can also submit a developer support request on behalf of the customer Note: Only Developer Support named contacts at your organization can submit developer support requests. Please work with any named contact to submit a request. Work with your SAM or visit Impact Consumption Report to identify your named contacts. Scope and Exclusions In-Scope Use Cases: Many use cases are supported by developer support Break-fix troubleshooting or adjusting existing customizationsQuestions on the ServiceNow APIs Exclusions: Some use cases are not supported by Developer Support. New Implementation of the product (e.g., initial implementation, new product implementation)Testing (UAT, load, regression, performance)Code ReviewsBuilding and designing net new features and enhancements (e.g., new requirement analysis and design, new coding queries)When related to integrations, excludes: Understanding how parsing data will affect a customer's business processKnowledge of 3rd party systems involved in integrationScripts to retrieve content from external sourcesIntegrations that are not possible due to ServiceNow API limitations 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: ; } } Instructions<!-- /*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: ; } } Now Support Landing Page Only Developer Support named contacts can submit a developer support request. If designated contacts are not already in place, please feel free to reach out to your SAM, who will be happy to help assign the correct named contact roles in Now Support. To request developer support, navigate to Now Support, and select 'Create a Case' button on the top right-hand side of the page. Case Type When you select 'Create a Case', you will see a page where you need to select the appropriate Case Type. To create a Developer Support Case, 'I Need Developer Support' needs to be selected for the Case to be routed through the appropriate Developer Support Case flow. Please note the following: The 'I need Developer Support' button will be visible, but "grayed out" and not selectable for non-named contacts. Developer Support Overview and Acknowledgement Page We ask our customers to acknowledge that they have read the description of what the intent of the service offering is and guidelines of what we expect to be provided to us in order to provide a good customer experience. The acknowledgement check box is mandatory in order to continue with Case creation. Detail Capture Page You can then enter the Subject, Description and Enter Your Code fields for the issue you are having. All of these fields are mandatory in order to continue with Case creation. In some cases, you may be prompted to manually select a Case Category. The customer provided information is displayed in the Case as follows: Subject: SubjectDescription: DescriptionSteps to reproduce: 200 Lines of code to illustrate the issueYou can also add a description of the unexpected behavior if helpful Case Category Selection Page If the subject and description is not sufficient for Machine Learning to categorize the Case, the customer will encounter this form where they will be required to manually select a Case Category. Please note that in the normal flow where the customer provides sufficient detail for Machine Learning categorization, this page does not display. Selecting a Case Category is mandatory to continue with Case creation. Contact Confirmation and Preference Screen Contact details will be displayed to confirm. Here you can select your preferred contact number (toggle between Business Phone OR Mobile Phone) and the best time of day to receive a response. The 'Best Time to Contact You' can accommodate multiple selection. Impacted Instance Selection Page You also have the option to select the instance you would like evaluated. We include an information note that indicates the preference should be non-production instances wherever possible because typically troubleshooting is expected to be done as part of an implementation. However, there are possible exceptions which may require the production instance to be a valid choice. Summary Confirmation Page Confirmation of the information so anomalies or errors can be corrected. Once you are satisfied, you can click on 'Confirm and Submit' to submit the developer support request. Case Creation and Optional Detail Page At this stage the Case is created and the Case number provided. You have the option of adding authorized users on the account to the watch list for this developer support request. You can add further comments and attachments.