Integrating Innovation Management with Universal Request
Summarize
Summary of Integrating Innovation Management with Universal Request
Integrating Innovation Management with Universal Request in ServiceNow extends Universal Request capabilities by enabling employees and agents to create and manage ideas directly from universal requests. This integration provides a consistent ticketing experience and supports seamless inter-department transfers of requests, enhancing collaboration and workflow efficiency across departments.
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A Universal Request is typically created from an Interaction Record or New Call when an agent identifies the need for a new task record. It can be resolved immediately or transferred to another department as a Tier 1 assignment. The Universal Request acts as a parent record for child task records like incidents (INC), human resources 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 when it suggests a new product, feature, or change. Information from the universal request’s short description and description fields is copied into the idea’s title and description. The created idea is linked as the primary ticket for the universal request.
- Idea review and management: 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 to other departments: If an idea is rejected or not feasible, it can be transferred to another department with or without resolution. During transfer, the idea is closed, and a new child record (such as an INC, HRC, or custom task) is created and becomes the primary ticket for the parent universal request. This supports scenarios like transferring an idea related to HR process improvements to the HR department as a human resources case.
- Idea state mapping: Idea states can be mapped to Universal Request states to enhance user experience and enable better tracking of idea progress during state transitions.
Prerequisites and Plugin Requirements
- Activation of the PPM Standard plugin (com.snc.financialplanningpmo) and Universal Request plugin (com.snc.universalrequest) is required, as these are not enabled by default.
- Additional plugins such as Human Resources Scoped App: Core (com.snhrcore) and Employee Center (com.snc.employeecenter) should be activated to support inter-departmental transfers involving HR and employee services.
- Admin role is necessary to activate these plugins.
Practical Benefits for ServiceNow Customers
- Streamlines innovation capture by allowing agents to easily convert service requests into actionable ideas.
- Improves collaboration across departments with seamless transfer and tracking of ideas and related tasks.
- Ensures consistent and centralized reporting through the Universal Request parent record structure.
- Facilitates better management of idea lifecycles by aligning idea states with Universal Request workflows.
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.