ServiceNow Implementation

The migration will take place in phases from December 2025 through January 2026. Clients will be moved in groups/pods, with each group’s tickets transitioning together. You will receive a detailed notification at least two weeks before your company’s scheduled migration date with timing and impact details.

Any tickets open in ConnectWise at the time of your migration will remain there and be worked to completion. These tickets will continue to reference their original ConnectWise ticket numbers. New tickets created after your migration date will be managed in ServiceNow and will have new ServiceNow ticket numbers. If you reply to an email associated with an older ConnectWise ticket, your message will still reach your support team and be worked to closure in ConnectWise. During this transition period, you may receive email notifications from both systems, but all tickets will be tracked and resolved, none will be missed.

You will continue to submit tickets the same way you do today: by email, by phone or through the abacusPortal. After your migration, new tickets will automatically flow into ServiceNow instead of ConnectWise. You won’t need to make any changes to how you work with your support team.

Your support teams will continue to have access to legacy data in ConnectWise, so please feel free to refer to an older ticket number when describing recurring issues to your support team.

No, not at this time.

Not at this stage. You will continue using the abacusPortal with your existing login credentials. In 2026, we will launch an enhanced client portal experience that incorporates ServiceNow dashboards and customer portal features. We’ll provide full details and guidance ahead of this exciting rollout.

For now, your portal experience will remain largely the same.
You will continue to submit and view tickets, leave comments, and manage service settings in the abacusPortal. The tickets submitted through the portal will be automatically created in ServiceNow after your migration.

• Some widgets (such as ticket volume graphs and certain request buttons) will be temporarily removed or adjusted during the transition. These updates will not affect your ability to create or manage tickets, and we expect the impact to be minimal. If you are unsure how to complete an action you previously performed in the portal, please contact the Abacus Service Desk for assistance.
• In 2026, we will launch an enhanced client portal with expanded ServiceNow features and dashboards. We will provide detailed communications well in advance of that change.

After your migration, you will begin receiving ticket emails from ServiceNow instead of ConnectWise. Please see an example email from ServiceNow below.

For a short period, you may receive notifications from both systems while we complete the transition. Please review any email filters or rules you use for ticketing to ensure they capture ServiceNow messages.
Please note that the survey you receive upon ticket closure will appear slightly different in ServiceNow. The closure email will include a link to a brief, five-smiley survey designed to collect quick feedback on your support experience. An example is provided below.

Currently in Connectwise, tickets can be reopened for 3 days after they are closed; however, in ServiceNow, you will have 24 hours after the ticket is closed to re-open the ticket. If you are still experiencing issues after your ticket has closed permanently, you will be prompted to open a new ticket. If that reopen window is closed, we will make sure the context from your original ticket is transferred to the new ticket.

All SLAs, response times, and escalation procedures will remain the same. The migration does not change your service entitlements, but ServiceNow will provide stronger visibility and measurable metrics around service delivery. You’ll benefit from greater transparency into SLA performance, ticket workflow, and escalation handling. The platform’s enhanced reporting and automation will also help our teams identify trends, reduce repetitive issues, and ensure faster, more consistent resolution of your requests.

If you experience an issue with tickets, notifications, or the portal after migration, please contact the Abacus Service Desk through your usual channels (portal, email, or phone). You can also reach out to your Client Experience Manager for additional assistance.

You will receive a dedicated email notification two weeks before your migration date and a confirmation once the migration is successfully complete. Afterward, new tickets and updates will come from ServiceNow.

Not at this stage. Your current processes for submitting tickets and using the  abacusPortal will remain the same, so no training is required. We will keep you informed of any updates that impact your experience. In 2026, when we launch the enhanced client portal experience with ServiceNow, we will provide training and guidance materials to ensure a smooth transition.

Yes. For clients with in-house IT teams, Abacus can extend ServiceNow as a secure, shared ticketing platform beginning in 2026. This provides visibility, dashboards, and seamless collaboration between your IT staff and Abacus support team. This option requires ServiceNow licensing and setup through Abacus. If you are interested or have any questions about this topic, please reach out to your Client Experience Manager.

If you currently receive reports containing ticket data, these will be temporarily paused for approximately 2 months while we complete the migration to ServiceNow. During this period, data from ConnectWise will be incomplete and therefore not suitable for reporting. Once the migration is complete, reporting will resume, now powered by ServiceNow. You may notice minor changes in formatting or appearance, but the reports will continue to provide the same information you’re accustomed to.
Looking ahead, Abacus is developing enhanced ServiceNow-based reporting that will deliver deeper insights and greater value. Stay tuned for these upcoming improvements. If you have any questions, please reach out to your Client Experience Manager.