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Company Key Contacts and Notification List Overview on Now Support - Support and Troubleshooting
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  • Company Key Contacts and Notification List Overview on Now Support
KB0547262

Company Key Contacts and Notification List Overview on Now Support


55606 Views Last updated : Aug 5, 2025 public Copy Permalink English (Original)
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KB Summary by Now Assist

Issue

Customer and Partner administrators are responsible for keeping their company contact information accurate and up to date on Now Support. Company contacts are critical for communications with ServiceNow. For example, company contacts are notified by email if there is a mass outage or an issue affecting the company instance. The customer administrator should specify an alternative, temporary primary support contact in case they are unavailable.

Table of Contents

  • Contact roles and communications
    • Notification Types
  • Patching Program notifications
  • Notifications and Communication Lists
  • Add and Remove Users from Communication & Notification lists
  • Validating profile information
  • Additional Details for Key Contact Sync

Contact roles and communications

The following table contains more information about contacts, their focus areas, and which communications they will receive.

Contact information is very important to ensure you are receiving updates, maintenance window activity, support cases, and any other key information. 

Notification Types 

 

Contact Role  

Short Description  

Maintenance Windows 

Patching/

EOL 

Security 

Advisory  
(non-technical) 

 Cases Opened

& Updated

Primary Customer Admin 

Each account requires a Primary Customer Admin who is responsible for reviewing and approving Now Support user account requests. Customer admins have the highest access privileges in Now Support so they can activate plugins, administer an upgrade, and more.  

 

✓ 

✓ 

✓ 

 

Primary Support  

Oversees your ServiceNow instance(s). Responsible for managing accounts, monitoring system performance, cases with support, and ensuring your services are running as expected.  

✓

✓

✓

✓ 

 

Secondary Support  

Acts as a backup for the Primary Support contact and assists with instance oversight.    

✓

✓

✓

✓

 

Primary Technical  

Provides technical solutions to satisfy business requirements. Owns most configuration work in the platform. They design, develop, and configure ServiceNow apps and services.  

 

✓

✓

 

 

Secondary Technical  

Backup to Primary Technical contact and/or a Product Owner who is accountable for a particular process and owns the vision/experience/ functionality of the tools within the process.  

 

✓

✓

 

 

Security Contact  

Proactively monitors instance security and security patches. Seeks to understand the "why" and "how" of security protocols and implementation. Stays on top of potential vulnerabilities to ensure optimal instance health and compliance.

 

✓

✓

 

 

Primary Business  

Develops strategic plan and roadmap for ServiceNow services. Has ownership and oversight of ServiceNow instance(s) from a business perspective. Analyzes trends to make decisions.  

 

✓

 

 

 

 

Secondary Business  

Implementation specialist, analyst, or business process owner who supports the Primary Business contact in analyzing, designing, and implementing processes.  

 

✓ 

 

 

 

Communication List 

 

✓

✓

✓

 

Notification List 

 

✓

✓

 

✓


To manage your Company Key Contacts, see KB1285089 - Add, Remove, and Replace Company Key Contacts in Now Support User Management tool

Notification Types

  • Maintenance Windows– activities based on ServiceNow infrastructure (i.e., server/data center OS patching- not related to the patching program for version releases-, SSL certificate) 
  • Patching/End of Life (EOL family versions and new releases) – activities that affect customer instances (i.e., monthly patching, quarterly upgrades) 
  • Security – Cloud-security related issues 
  • Advisory (non-technical) – Now Support, webinars, general announcements 

You can also designate users to receive Patching Program notifications and communications:

Patching Program notifications

The Patching Program schedules patches in intervals throughout the year so your instance has the latest security, performance, and availability of hot fixes, and patches. The following roles are sent notifications as part of the Patching Program:

  • Primary Business Contact
  • Primary Customer Admin
  • Primary Support Contact
  • Secondary Support Contact
  • Primary Technical Contact
  • Secondary Technical Contact
  • Support Account Manager
  • Communication List
  • Notification List
  • Security Contact
  • Secondary Business Contact
  • Solution Consultant
  • Territory Contact

Note that this can change from program to program, as these fields are selectable and are not hard-coded. Also, if you do not have a valid user assigned for a specific role, there is no notification.

Notifications and Communication Lists

  • Users added to the Notification list receive notifications for auto-upgrades, upgrade notifications, all cases opened, and cases updated with comments
  • Users added to the Communication list receive notifications for patches, auto-upgrades, and upgrade notifications. (If the Communication list is left blank, the messages are sent to the users identified in the business contact and support contact fields.)

    IMPORTANT: Users added to the notifications or communications list are not automatically added to the watchlist for patching changes that have been raised prior to them being added to the communications or notifications list.

  • Sys Id details appear in the Notification & Communication list when ServiceNow Employee details are added to the lists. This is expected behavior in the Now Support portal as Customers are not authorized to see the name behind the Sys Id

Add and Remove Users from Communication and Notification lists

  1. Navigate to the Now Support portal. 
  2. Select and Open My Support page tab.
  3. Scroll to down to section Communications watchlist

    The Communications watchlist section is displayed on the My Support page
  4. Click on the search people field to add users' names or email addresses.
  5. User is added to list.

Validating profile information

Periodically, Now Support asks customer administrators to validate that company information is correct. 

  1. Navigate to https://support.servicenow.com/now
  2. Verify that profile information is correct and current
  3. Click This info is up to date.

Additional Details for Key Contact Sync

  • On Now Support, each key contact can be mapped to only one user. For example, there can be, at maximum, one Primary Technical Contact in Now Support.
  • One Now Support user can be mapped to multiple key contacts. For example, the same user can be mapped to Primary Technical Contact and Primary Customer Admin (and so on).

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