Integrating Innovation Management with Universal Request

  • Release version: Washingtondc
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Integrating Innovation Management with Universal Request

    Integrating Innovation Management with Universal Request enhances the Universal Request capabilities, allowing employees and agents to generate ideas from universal requests. This integration ensures a seamless ticketing experience and simplifies the transfer of requests between departments.

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    Key Features

    • Create an Idea from a Universal Request: Agents can create ideas from universal requests if they identify potential for new products, features, or changes. The idea manager reviews these ideas, requesting further details if needed, and decides whether to accept or reject them. Accepted ideas are then converted into actionable items such as demands, epics, or stories.
    • Transfer Ideas to Other Departments: If an idea is rejected, it can be transferred to another department. This process closes the original idea and generates a new record, allowing for efficient handling of requests that may not be feasible in their original context.
    • Plugin Requirements: To enable this integration, the PPM Standard and Universal Request plugins must be activated. Additional plugins like Human Resources Scoped App and Employee Center can further facilitate inter-departmental transfers.
    • Create an Idea from Universal Request: After evaluating a universal request, agents can create ideas that may lead to new developments.
    • Idea State Mapping: Mapping idea states to Universal Request states improves user experience and tracking throughout the idea's lifecycle.

    Key Outcomes

    By integrating Innovation Management with Universal Request, ServiceNow customers can streamline the process of turning requests into actionable ideas, enhance inter-departmental collaboration, and improve overall efficiency in managing innovation within their organizations.

    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 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

    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 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

    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.

    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.