Q: What ticketing tool will be used during Production Simulation to log incidents? If it is ServiceNow, will counties receive training, and if so, when?
A: At least during Phase 1, ServiceNow will be used for logging incidents for Tier 2 to work on. County/organization Tier 1 teams will be able to log tickets using the ServiceNow portal (CSM). Otherwise, county users who are not Tier 1 should reach out to their Tier 1 staff or contact Tier 2, and Tier 2 will log the ticket in ServiceNow. Tier 1 will receive dedicated overviews of how to create a ServiceNow incident.