Strategic Planning Workspace - have you configured the integration with PPM?

[PaulaaO]

Hi Community,

I'm keen to get in touch with other Strategic Planning Workspace users and SMEs to understand how you made it work for you.

We've been using this functionality for a while but we're currently facing the following challenge: due to the number of records in the PPM space we opted to feed into SPW only the Key Milestone ones (pm_project_task where Key Milestone = TRUE) and the trouble is that these records are not being static so to speak. Our project managers are making various updates on these records throughout their lifecycle, either promoting or demoting from/to Key Milestone, dates updates, etc.

Because of these updates and the change we applied to the integration process we identified few instances where the feed does not happen as expected and records are either missing from SPW or they're still present when they should not be.

Through various investigations and HI cases we found that one of the root causes is that by just updating Key milestone to FALSE on a project task, that does not demote the record as such; the user needs to remove both Milestone and Key Milestone flags, save the record and then convert it back to Milestone only => the overall feedback on this is that it's not intuitive and users are asked to cover extra steps when the update should be more seamless.

In practice most of our users expect that if they update Key Milestone to FALSE that would just turn the record into a standard milestone, but system wise that's not the case.

Has anybody faced something similar and do you have any advice on a potential solution that could be implemented to address this? We'd like to avoid customisation if possible.

Our understanding from ServiceNow was that from OOTB pov, this particular scenario (integrating only key milestones into SPW) was not factored in when building the functionality.

Thank you.

Paula