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Service Portal Upgrade Notice

On June 1, if you attempt to log into the Employee Service Center using your existing URL, you will see a notice informing you that the portal has been upgraded and directing you to log in to the Business Portal instead. Please use the link above to access the new portal going forward. 

What This Means for Current Customers

For REQUESTERS (those who submit incidents or Service Requests): 

  • Cases are your new home base – Starting June 1, you no longer need to figure out whether to submit an Incident or a Service Request. A Case is your all-purpose ticket for any issue or request you need to bring to our team. Simply open a Case through Business Portal, and our team will handle the rest. You will receive updates, track status, and communicate with us directly from within your Case. 
  • For specific workflows that require it – such as onboarding or termination requests – your existing catalog items remain available and unchanged. However, for the vast majority of your interactions with our support team, a Case is all you need. 
  • AI-powered – Say hello to OTTO and the Virtual Agent – The Business Portal puts AI to work for you. Use OTTO, ServiceNow’s AI-powered search, to instantly find what you’re looking for across the portal. Need help? The Virtual Agent is always available in the bottom right corner of the portal – just click to start a conversation, and it will guide you through finding an existing Case, submitting a new one, or getting a quick answer to an existing case or knowledge article. 
  • What stays the same – How you reach our support team remains unchanged. You can continue to contact us the same way you do today, and your request will be tracked through a Case in the Business Portal. 

    For FULFILLERS (those who work on tickets within Netrix ServiceNow instance):  

    • Your day-to-day workflow is not changing. https://netrix.service-now.com 
    • You will continue to work on Incidents and Service Requests exactly as you do today. 
    • Starting June 1, a Case will be automatically created at the front end for each Incident or Service Request. The Case is the customer-facing record – it is what your customers will see and use to communicate. You do not need to create or manage Cases manually. 
    • All customer communication (inbound and outbound) will remain visible within the Incident or Service Request you are working. You can continue to send, receive, and view all associated communication from the records you already work in today. 

    The Case acts as an abstraction layer between your fulfillment workflow and the customer experience — customers get a clean, unified view of their request while you continue working the way you always have. If a customer contacts you about the portal change, please direct them to bookmark the new Business Portal URL and use their existing login credentials. 

    Need Help? 

    Email: [email protected]

    Call: (877) 496-3698

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