Universal Request to RITM's

[Adam Seeber]

Hi folks, trying to get a straight answer on this but the info is hard to find! For context, a client is considering implementing Universal Request but I want to confirm that it's not intended to replace a structured Service Catalog; it's value is where either the user can't find exactly what they need, or where a ticket needs to be transferred between departments (or worked on by multiple departments).

I'm wanting to get a clear steer on Universal Requests to RITM's. I know that when activated, if a user submits a REQ/RITM, a parent UR is created for their reference. What I'm keen to understand is the opposite - if they submit a UR (eg through "Request Help" functionality) and triage determines it should be an RITM, what's the process?

An example: user wants a new laptop deployed. There is an "Laptop Replacement" catalog item which contains some variables the user needs to put in (model number, hardware specs etc) and is linked to an approval workflow, but for whatever reason they can't find it  and instead skip straight to "Request Help" which creates a UR. The triage team review it and think "Oh that needs the Laptop Replacement". 

My understanding is that the UR cannot be transferred to an RITM; that the process would be for the triage team to contact the user and say "hey you need to fill out this form so we know what you're after and so that it triggers approvals" - maybe the triage team could send the user the link to be extra helpful.

I've actually built that process before using interactions; a triage team can review the interaction, realise it needs a catalog item to be submitted, and in a couple of clicks select the item from a drop-down list and send the user an automated notification containing the URL of the catalog item. I figure I'd so something similar here.

[Vishal Jaswal]

Hello @Adam Seeber 

Your idea of leveraging Interactions for this process is a good one however the only question that I as an end user will have that I wasn’t able to fill the laptop replacement field values initially and now I have received the same link as a response to this UR then I am back to square one.

So, here are my suggestions:

1. Better to enhance laptop replacement requests to make them more user friendly with less mandatory fields initially.

2. Use tool tip for those fields/questions whose answers/values are bit challenging for end users.
3. Use KB articles links in the catalog item description for end users to adhere to which will help them to submit such requests.

4. Your UR weekly/quarterly /monthly/yearly reports will look bad as many will not be relevant and will reflect a good amount of triage team is spend on redirecting end users to the correct catalog item.

Hope that helps!

[Adam Seeber]

Hey Vishal - thanks for the input, but that's not really what I was asking. That fix for Interactions worked a long time ago and is only useful if the user couldn't find the right form; not if the form was filled out incorrectly.

The suggestions you've offered are great and are solid ways to improve the catalogue experience which is great, that's just good practice anyway, and is what we'll work with the client on. 

I'm just keen to understand how the functionality works in the use case where someone in the UR triage queue realises that the UR should be an RITM. I figure they can't just transfer it to an RITM because a) they'd need to complete variables in the RITM and b) I assume the insert would probably not trigger any relevant approvals if it had come through the catalog item.

So more specifically - I don't think there's an option to transfer from a UR to an RITM, but keen to see if I'm wrong here. If I am wrong, how does it work (regarding variables and workflows)?

[MariaJoao]

Hi Adam Seeber,

Check out this video from ServiceNow:
Employee Center Academy: Universal Request 

I think what you're looking for can be solved with the "Universal Task" plugin, which allows you to create Employee Tasks (minute 50 of the video).

Hope that helps!