Modules Added to Customer Portal to View Incidents

My tickets; view all requests; service request REQ number; time requested

New enhancements were launched to ICN’s customer portal on January 1. Two modules were implemented in ServiceNow that relate to trouble tickets and moves, adds, and changes. Customers are able to view incidents, submit problems, follow workflow, and obtain status updates. The customer portal is a customer-facing, web enabled, and mobile enabled application, which was launched on November 1, 2017.

Also on January 1, ServiceNow was deployed across the entire ICN organization. This application change will provide benefits of greater efficiency to ICN's customers. By integrating ServiceNow, ICN will transition off of the Service Desk ticketing systems, which was originally deployed in 2001. Progress screen for current requests As a result of this integration, employees will begin to realize the automatization and orchestration functionality across the agency.

After an Order has Been Submitted: Customers can select “My Tickets” to select any previous Order to view its status. 

Progress of the Order: Customers have the ability to see the specific REQ number (Order number) or select “Contact ICN” to ask questions related to that Order.