Most users are not able to log an incident (something broken) with what they need (general service request). In our older tool, we had simplified this by presenting our users with one record, and had the ability to switch it to indicate an incident or a request (demand -vs- service quality).
Would the Universal Request be a good candidate towards the same purpose in ServiceNow. UR being the primary ticket and then either an Incident or Task ... from the appropriate table. My understanding is that the Universal Request field points to the parent Universal request record, which allows any table extending the task table to be a child of the Universal Request. Is my understanding correct? would this be a valid use case for UR (with the added benefit of being able to transfer between departments - specifically HR <-> IT)
