Ideas, Ideas, Ideas, Oh My!

[Sabrina Ethridg]

In my early ServiceNow days, before the releases were named for cities and there were no limits on custom tables, there was a running joke about who’s code would show up in the next release.  I’m not saying that SN lifted code from customer instances, but they saw what customers were building and used that to determine what to add to the platform.

As a customer and partner, I knew about the Idea portal (which has had several iterations) but always thought that it didn’t have much sway into the next build. As a ServiceNow employee, I’ve seen behind the curtain and learned that product teams really do use this as one of the inputs to decide on features to build next.   

After listening to a recent CMA podcast led by Chris Shuh, I was reminded of the power of the community and upvoting ideas. Below are links of 5 common asks I heard when implementing HR Service Delivery. 

• Point in Time HR Profile "Snapshot" as part of a Case – often HR needs to know the disposition of the employee at the time was the case created, such as if they were under a labor contract.  Having the information accessible from the case record reduces the need to switch into the HCM tool to look up that information.
  
  
• Field level Encryption – Enable Support for Two Line Text Area – increase the security of data on the HR Profile table by encrypting the address fields.
  
  
• Attachment Visibility Control (Customer-facing vs Internal-only) – By default, if you have access to the HR Case, you can access the attachments.  HR sometimes shares files between teams working the case that the employee should not access.  While this can be implemented via custom ACLs on the sys_attachment table, it increases technical debt and risk during upgrades.
  
  
• The last two ideas are focused on data in work notes/comments.  Often sensitive data is inadvertently added to the fields and needs to be removed or redacted.
  • Redaction of Information in HR Case
  • Create easy way for Admins to remove comments/worknotes

If these ideas resonate with you, please consider upvoting them and share links in the comments to other ideas that you want promoted.

Disclaimer: I do not have direct involvement with the product team decisions.