Integrating Innovation Management with Universal Request
Summarize
Summary of Integrating Innovation Management with Universal Request
Integrating Innovation Management with the Universal Request application enhances Universal Request capabilities by allowing employees and agents to create ideas directly from universal requests. This integration provides a unified ticketing experience, simplifies inter-departmental request transfers, and supports cross-departmental reporting through the Universal Request serving as a parent record to various task types.
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A Universal Request originates from an Interaction Record or New Call record when an agent determines a new task is needed. The request can be resolved immediately or transferred to a different department, with Universal Request acting as a central parent record for related child records like incidents (INC), HR cases (HRC), or custom tasks.
Key Features
- Create an idea from a universal request: Agents can evaluate universal requests and convert those that represent potential new products, features, or changes into ideas. The idea manager reviews submitted ideas, requests additional information if needed, and accepts or rejects them. Accepted ideas can be further converted into demands, epics, stories, or features.
- Information transfer: Details from the Universal Request's short description and description fields are automatically copied to the idea’s title and description fields. The created idea becomes the primary ticket linked to the Universal Request.
- Transfer ideas across departments: If an idea is rejected or not feasible, it can be transferred to another department either with or without resolution. Upon transfer, the idea is closed, and a new task record (such as INC, HRC, or custom task) is created. The new record then becomes the primary ticket for the original Universal Request, enabling smooth inter-departmental workflows.
- Idea state mapping: Map idea states to Universal Request states to provide a seamless user experience during idea lifecycle transitions and enable accurate tracking of idea progress.
Plugin Requirements
To enable this integration, ServiceNow administrators must activate key plugins that are not enabled by default:
- PPM Standard plugin (com.snc.financialplanningpmo)
- Universal Request plugin (com.snc.universalrequest)
- Additional plugins such as Human Resources Scoped App: Core (com.snhrcore) and Employee Center (com.snc.employeecenter) may also be required to facilitate inter-departmental idea transfers.
Activation instructions are available in the Universal Request documentation.
Practical Benefits for ServiceNow Customers
- Streamlines the innovation process by allowing ideas to originate directly from universal requests.
- Enables clear tracking and management of ideas related to service requests across departments.
- Enhances collaboration and operational efficiency by supporting cross-departmental transfers and reporting.
- Improves user experience with state mapping and automatic field population.
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.
- 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 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.
Features
- 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 becomes 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 cannot 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 new record is created. For example, a universal request related to HR process improvement can be converted to an idea and then 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.
Plugin requirements
- PPM Standard plugin (com.snc.financial_planning_pmo).
- Universal Request plugin (com.snc.universal_request). For activation information, see Activate Universal Request.
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.