--- sourceDocument: Australia Strategic Portfolio Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-business-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Strategic Portfolio Management ft:clusterId : - itbm bundleId : - itbm workflow : - Technology --- # Integrating Innovation Management with Universal Request # Integrating Innovation Management with Universal Request {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Integrating Innovation Management with Universal Request Integrating Innovation Management with Universal Request enhances the Universal Request application by enabling employees and agents to create and manage ideas directly from universal requests. This integration streamlines cross-departmental collaboration, consistent ticketing, and inter-department request transfers, improving how new product ideas, features, or changes are handled within your organization. Show full answer Show less A Universal Request acts as a parent record that can spawn child task records such as incidents (INC), human resource cases (HRC), or custom tasks, and is central to cross-departmental reporting. ## Key Features * **Create an idea from a universal request:** Agents can convert a universal request into an idea if it potentially leads to a new product, feature, or change. Key details from the request are copied to the idea, and the idea is linked as the primary ticket in the universal request. * **Idea review and progression:** Idea managers review submitted ideas, request additional information if needed, and decide to accept or reject them. Accepted ideas can be converted into demands, epics, stories, or features. * **Transfer ideas between departments:** If an idea is rejected or unfeasible, it can be transferred to another department with or without resolution. When transferred, the idea is closed, and a new related record (e.g., INC, HRC, or custom task) is created and set as the primary ticket for the universal request. * **Idea state mapping:** Synchronizes idea states with Universal Request states to improve user experience and tracking throughout the idea lifecycle. ## Plugin Requirements and Setup To enable this integration, administrators must activate specific plugins: * **PPM Standard plugin (com.snc.financialplanningpmo)** * **Universal Request plugin (com.snc.universalrequest)** Additionally, for smooth inter-department transfers, activating related plugins such as Human Resources Scoped App (com.snhrcore) and Employee Center (com.snc.employeecenter) is recommended. ## Practical Benefits for ServiceNow Customers * Facilitates a unified and efficient process for capturing and evolving ideas originating from user requests. * Supports seamless collaboration and transfer of requests and ideas across departments, reducing manual handoffs and improving resolution times. * Provides consistent tracking and reporting by linking ideas and related task records back to the parent universal request. * Improves visibility into innovation pipeline and request management within your ServiceNow environment. Integration of Innovation Management with Universal Request extends the capabilities of Universal Request and enables your employees and agents to create an idea from a universal request. Integrate Innovation Management with the Universal Request application to provide a consistent ticketing experience and facilitate inter-department request transfers. A Universal Request is created from an Interaction Record or New Call record when an agent determines that a new task record must be created for any of the following reasons: * Resolve the Universal Request immediately without assigning it to a specific department. * Transfer the Universal Request to a different department by assigning it to a Tier 1 assignment group. {#universal-req-idea-mgmt__ul_usq_ngv_ppb} Universal Request serves as a parent record for other records created as child records, such as INC, HRC, and custom task types. It is also used for all cross-departmental reporting. For more information about universal request, see [Exploring Universal Request](https://www.servicenow.com/docs/access?context=explore-universal-request&version=australia&pubname=australia-employee-service-management&ft:locale=en-US). ## Features {#universal-req-idea-mgmt__section_nct_fgw_ppb} The integration provides the following functionalities: * Create an idea from a universal request: When a universal request is created, an agent analyses the request. If the request can result in a new product, feature, or change, the agent creates an idea from that universal request.The idea manager then reviews submitted ideas and, if necessary, requests more information, and then chooses to accept or reject the idea. Accepted ideas are then converted to a demand, epic, story, or feature. The relevant information of the universal request such as details from the Short description and Description fields are copied to the Title and Idea Description fields of the idea. Also, the idea created from the universal request is set to the primary ticket for the universal request and the Primary Ticket field is populated with the idea number. * Transfer the idea to another department with or without resolution: If the idea is rejected or can't be implemented, the routing agent can transfer the idea to another department.When an idea is transferred to another department, the idea is closed and a record is created. A request related to HR process can be converted to an idea and transferred to the HR department as an HRC when the idea is deemed not feasible. Note: When the idea created from a universal request is transferred to another department, the resulting INC, HRC, or custom task becomes the primary ticket for the parent universal request. {#universal-req-idea-mgmt__ul_ubj_rbb_qpb} ## Plugin requirements {#universal-req-idea-mgmt__section_lqx_hdw_ppb} Activate the following plugins if you have the admin role. These plugins are not active by default, and you must install them to integrate Innovation Management with Universal Request applications. * PPM Standard plugin (com.snc.financial_planning_pmo). * Universal Request plugin (com.snc.universal_request). For activation information, see [Activate Universal Request](https://www.servicenow.com/docs/access?context=activate-ur-plugin&version=australia&pubname=australia-employee-service-management&ft:locale=en-US). {#universal-req-idea-mgmt__ul_vdh_h2w_ppb} Activate other related plugins such as Human Resources Scoped App: Core (com.sn_hr_core), and Employee Center (com.snc.employee_center) plugins to facilitate inter-department transfers of ideas. * **[Create an Idea from Universal Request](https://www.servicenow.com/docs/IEpdmItYnj8IXdugLNEd6A)** Create an idea from a universal request after initial evaluation for a new product, feature, enhancement, or change. * **[Idea state mapping](https://www.servicenow.com/docs/ri60yZqcWpUGHSQHfs54Yg)** Map your idea states to the Universal Request states to provide a better user experience during the idea state transition and to track the progress of the idea. * **[Transfer an Idea to another department](https://www.servicenow.com/docs/DlfmcMUyrsLLcMOkoCqx3g)** Transfer an idea to another department with or without resolution if the idea is rejected or cannot be implemented.