is there any alternative in service now in using Universal request to generate incident and Ctasks?

gramalingam · 3 weeks ago

instead of using universal request to generate incident and request from the chosen catalog item, are there any alternative simple app or method to approach this? as universal request leads to duplication of records to be filled and assigned to different levels of teams and causes redundancy?

#universal_request #ITSM

Dr Atul G- LNG · 3 weeks ago

Hi @gramalingam

I think you’re missing the main reason for having UR. UR has been build, so users shouldn’t get confused about which record number is in the backend. If you want to make it cleaner, it would be better to hide the UR module and have users use only the direct catalog item.

https://www.servicenow.com/docs/bundle/zurich-employee-service-management/page/product/universal-req...

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gramalingam · 2 weeks ago

Thank you all @Matthew_13 , @AndersBGS and @Dr Atul G- LNG for all your valuable opinions here, yes we implemented universal request just to make it easier for the end user to submit the request or an incident, but looks like that is causing fatigue with agents who fullfills those, but I like the idea of making the forms get more information and design automation at the UR level and also hiding the UR module in order to reduce the work done by the agents. I understand any other shortcuts would be not a best practice, so we will try these and see if we can see any improvement.