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{{Technical Support}}
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= Overview =
ServiceNow has an adjudicated Customer Support group that manages all incidents reported by customers associated with the United States Government (USG), including:
*Federal agencies
*State, local, and tribal organizations with registered .gov or .mil domain addresses
*Federally Funded Research and Development Centers (FFRDCs)
The ServiceNow Customer Support department is organized into groups. The two main groups are Customer Support and USG Support. The main groups are sub-divided into more specialized groups. All USG customer incidents are automatically assigned to one of the USG Support groups.
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[[Image:FedHI_groups.png|500px|USG Support Groups]]
=How USG Information is Protected on HI=
USG information on HI is protected using several methods:
*USG incidents can only be assigned to ServiceNow employees with the federal role. ServiceNow employees that do not have the federal role cannot see incidents, incident attachments, or incident email messages associated with USG organizations.
*Only ServiceNow employees with the federal role can generate [[Base_System_Roles#Base_System_Roles|maint]] credentials for USG instances.
*ServiceNow employees with the customer_accessor role that do not have the federal role can access commercial customer incidents, but not USG customer incidents.
*A ServiceNow employee with the impersonator role that does not have the federal or federal_admin role cannot impersonate any of the following:
**a ServiceNow employee with the federal role
**a ServiceNow employee with the federal_admin role
**a ServiceNow customer associated with a USG organization
*Email notifications generated by a USG incident are only sent to ServiceNow employees with the federal role and to customers associated with a USG organization. The recipients specified in the '''To''', '''CC''', and '''BCC''' fields are all checked for USG credentials automatically when the incident is associated with a USG organization.
*Only ServiceNow employees with the federal role and users associated with a USG organization can be added to the watchlist of a USG incident. Email addresses cannot be added manually to watchlists on USG incidents.
*ServiceNow partners can be associated with USG customers. Users with the partner_admin role working for a ServiceNow partner can create incidents for USG customers to which the partner is associated.
*The federal and federal_admin roles are only granted to ServiceNow employees, not customers or partners. For customer or partner access to USG information, the USG field must be selected on the company record associated with the user.
*On USG incidents, the email icon was removed from the header bar on the incident record. This prevents users in the Federal group from sending a USG incident and associated information in an email to a user that does not have the federal role.
*On USG incidents, the '''Parent''', '''Partner''', and '''Support Partner''' fields only list USG organizations. This ensures that only USG parent or partner organizations can create and view incidents for other USG organizations.
*HI contains several sub-production instances (HIDEV, HITEST, HIQA, and HIUAT). ServiceNow employees have varying levels of access to the HI sub-production instances. When HI is cloned over its sub-production instances, USG incidents, along with their associated email messages and attachments, are removed. This ensures that ServiceNow employees who do not have the federal role cannot see sensitive USG information on HI sub-production instances.
=Contacting Technical Support=
For information about contacting ServiceNow Technical support and submitting an incident, see [[Internal:Technical_Support_for_United_States_Government_Customers|Technical Support for United States Government Customers]].