Hide Universal Request functionality

[Taza]

Hi all,

The ServiceNow partner that implemented the instance I now manage misguided the business on how Universal Requests would be used and actually implemented it in a pretty awful way. 

I have had multiple requests from colleagues in the year that I have inherited the platform to finally hide the Universal Request functionality and I would like guidance on how to do this properly and efficiently inhouse.

URs are currently created for incidents and RITM tables; catalog item's do have a checkbox (UR certified) which stop the creation of URs, im not sure how to stop it for incidents. Also, the Employee Centre points to URs rather than the primary table (incident/request) which is another pain point.

Is there an easy way to hide it?

[Dr Atul G- LNG]

Hi @Taza 

After a plugin is activated, you cannot disable or deactivate it. If needed, you can hide the functionality. 

https://hi.service-now.com/kb_view.do?sysparm_article=KB0716414

[Taza]

Thanks, I should rephrase my question because I know existing plugins can't be disabled.

What is the best way to hide Universal Request functionality in my instance? 

[Dr Atul G- LNG]

Hi @Taza 

I would say this will create more issues. The reason being: first, you need to identify which flow is linked with the OOTB record producer and disable it. Then, hide the modules from navigation either via ACLs or roles, or simply hide them from navigation by setting active = false. Most importantly, once you disable the flow/workflow, please test it end-to-end. This video will show you how to configure it, and by watching it, you’ll also understand the core configuration that will help you deactivate the flow.

https://www.youtube.com/watch?v=u1gphKMZYWM

[Taza]

Thanks I'll give it a watch