Washington ticket triage how are you doing it?

[scotsman7368]

We will be updating to Washington in the next few weeks. How are you using Service now to triage tickets before giving them a type of Incident, Request, Idea, Demand ect? At the moment in our instance EVERYTHING is classed as an incident first which makes metrics and dashboards a nightmare.

We are especially interested in improving our Problem management process. Second we are interested in the Demand/idea/Project functionality

Thank you in advance

[Community Alums · Accepted solution]

Hi @scotsman7368 ,

You can go with Universal Request .

https://docs.servicenow.com/bundle/xanadu-employee-service-management/page/product/universal-request...

https://www.servicenow.com/community/now-platform-articles/platform-universal-request-knowledge-amp-...

[scotsman7368]

Do you know what level of licensing you need to get the Universal Request?

[scotsman7368]

Looks like we need ITSM Pro for the Universal Task which would cost us to much to upgrade to. Will have to see if implementing the Universal Request on it's own is worth while