Integrating Innovation Management with Universal Request
Summarize
Summary of Integrating Innovation Management with Universal Request
The integration of Innovation Management with the Universal Request application extends ticketing capabilities by enabling employees and agents to create ideas directly from universal requests. This integration supports consistent ticket handling and facilitates smooth inter-departmental transfers of requests within your organization.
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A Universal Request originates from an Interaction Record or New Call record when an agent identifies the need to create a new task. It can either be resolved immediately or transferred to a relevant department. Serving as a parent record, Universal Request links to child records like incidents (INC), HR cases (HRC), and custom tasks, and is central to cross-department reporting.
Key Features
- Create an idea from a universal request: Agents can analyze requests and convert those that suggest new products, features, or changes into ideas. The idea manager then reviews these ideas, possibly requesting additional information, and decides to accept or reject them. Accepted ideas are converted into demands, epics, stories, or features. Essential details from the universal request are carried over to the idea record, and the idea becomes the primary ticket linked to the universal request.
- Transfer ideas across departments: If an idea is rejected or deemed unfeasible, it can be transferred to another department. Upon transfer, the original idea is closed, and a new record (such as an INC or HRC) is created in the receiving department. The new record then becomes the primary ticket for the original universal request, ensuring continuity and traceability.
- Idea state mapping: Mapping idea states to Universal Request states enhances user experience by providing clear progress tracking during idea lifecycle transitions.
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)
- Additional related plugins such as Human Resources Scoped App: Core (com.snhrcore) and Employee Center (com.snc.employeecenter) to support inter-departmental transfers
These plugins are not enabled by default and require manual activation by users with admin roles.
Practical Benefits for ServiceNow Customers
- Streamlines idea generation from operational requests, improving innovation capture within existing workflows.
- Ensures consistent ticketing experience across departments and request types.
- Enhances collaboration by enabling smooth transfer of requests and ideas between departments with clear tracking.
- Improves visibility into idea progress and request resolutions through unified state mapping and reporting.
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.