How To Set Up Universal Request To Triage Before Creating Tickets

[OzZy M]

Hello,

I'm hoping someone can steer me in the right direction here.  I'm looking to implement Universal Request for our company.  However, I'm looking to implement it as described in the attached process flow.  Basically, I want users to submit catalogue items via our Employee Centre which would create Universal Requests.  After the agent reviews the ticket, they would confirm and the actual Requested Item record or Incident record would be created.  Alternatively, the agent can select the correct item and then create the subsequent ticket.  I'm looking to reduce the need for our end-users to pick between Issues versus Requests and also reduce the number of incorrect subsequent records.

Any guidance on how to set that up or other suggestions would be appreciated.  If it matters, we do have ITSM Professional.  So, we have access to Universal Request Pro.

Thanks,

Ozzy

[OzZy M]

Any takers?

[Chris Shakespea]

Not quite a UR but the principles can be adapted for your purpose https://www.servicenow.com/community/itsm-articles/how-to-achieve-actionable-information-from-a-self...

[OzZy M]

Thank you for the resource.  A few interesting things I can take from that, but, ultimately, not what a I need.  I know I can create something, most likely, custom based on my process.  However, I want to remain as out-of-box as possible.  

[Alp Utku]

According to ITIL framework, you should not for an approval given to create Incident. Incidents are meant to report issues / outages related with applications / services etc. It depends on the size of the company for sure but you can create a record producer to create Incident and default assignment group would be the Service Desk. 

When It comes to requests, I would suggest you to start building a basic service catalog. Don't overcomplicate It and keep educating users.