How to submit a Developer Support request with Impact and Now Support - Support and Troubleshooting

How to submit a Developer Support request with Impact and Now Support Summary 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 customizations Customization scope includes business rules, UI scripts, script includes and UI macros Up to 200 lines of code will be reviewed Request will be handled on a P3 basis Some 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 customizations Questions 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 Reviews Building 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 process Knowledge of 3rd party systems involved in integration Scripts to retrieve content from external sources Integrations that are not possible due to ServiceNow API limitations Instructions Now Support Landing Page

Only Developer Support named contacts can submit a developer support request. 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: Subject Description: Description Steps to reproduce:

200 Lines of code to illustrate the issue You 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.