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Customer can manually create an APM Case, and it will open a duplicate case in ServiceNow

If customers want to get help from Tier II analysts, today they have to open up a ServiceNow Case and it is very messy/complicated. Since APM will be the customer portal for Atlanta M&D, we should allow a customer to create a case in APM, and it should show up in ServiceNow so that Tier II analysts are aware.

  • Galen Johnson
  • Mar 22 2017
  • Planned
Type of request
Contact Information - Email/SSO (only GE Employees) 212321523 ; toby.johnson@ge.com
  • Admin
    Bhanu Kumar Sirineni commented
    March 28, 2017 23:32

    Toby, if the customers can create a case in APM, why does it need to show up in service now? Isnt the future plan to have everything done in APM?

  • Donald Damour commented
    March 30, 2017 22:29

    Currently, MyFeet has a "feedback" button. "The MyFleet Team is committed to continuously improving your experience. If you have questions, issues, feature requests, or comments about MyFleet, please take a moment to complete the form below and submit to our Support team."

    APM along with other portals must have a feedback button - Once submitted a ServiceNow case is open 

  • Admin
    Bhanu Kumar Sirineni commented
    April 26, 2017 19:57

    Help and feedback are probably not the same. I agree that they need to have a mechanism to get help from tier 2 analysts but would like to understand what sort of help they ask for usually? and why does this have to go to service now if we can do in APM