Improving Employees’ Productivity by Leveraging ServiceNow Incident Management

Overview & Challenge

The client is a leading pet products and services retailer, existing on the market for more than 50 years and providing its customers’ products, services, advice, and experiences for their pets via their e-commerce website. They have a vast network of pet products and services partners, and as such, they have an enormous number of clients.

To perform at its best, the client has implemented a system for tracking, responding, and resolving incidents. By expanding into other markets following its global expansion strategy, the client wanted to facilitate the work of its employees by enabling them to send messages directly into ServiceNow instance from their emails. The main purpose of this change was to ease the job of those employees that do not use ServiceNow in their everyday jobs to use their email to create new Incident tickets in ServiceNow instance populated with previously proposed values.


By customizing ServiceNow, adding a new employee, and assigning a unique email address to that employee, we incorporated the functionality of creating incidents directly from an email.

Business Outcomes

The provided solution greatly enhanced the company’s operating by giving the employees flexibility in the incident ticket creation process. This, along with automation improved employees’ satisfaction and productivity. Key results:

  • This process lets employees perform system functions by email, like creating or updating an incident or change request;
  • Avoid manual case creation;
  • Employees don’t need to be logged into the ServiceNow to create an incident ticket;
  • Reduced complexity for implementation of OAuth 2.0.