Idea management for customer enhancement requests - Support and Troubleshooting

Idea management for customer enhancement requests Issue The Idea Portal is used to search for, discuss, and vote on product and feature enhancement requests. In addition to voting, users can submit their own ServiceNow product enhancement requests by posting ideas that others can search for and vote on.

Idea Management in Support Enhancement requests may be submitted through the Idea Portal on Now Support to have your requests seen and heard.

Idea Management Overview Customer search and up-vote existing ideas or post a new idea in the Idea Portal in Support. Only top voted ideas, having met established thresholds, will be reviewed and updated by the product team (Idea Managers). Thoroughly search and up-vote existing ideas to increase likelihood of meeting the threshold. Prior to submitting an idea, search thoroughly for similar existing ideas. Similar ideas will be closed as duplicate; it is better to identify and vote on similar ideas than open a new one. If no idea close to your request exists, only then should you post a new idea. Idea subscribers receive auto-notifications with any idea state change. Ideas either: Progress to the product backlog, to be considered for implementation in a future version Are closed as Duplicate, Already Exists, or Unlikely to Implement (see detailed State descriptions below) ManagE Enhancement Requests All customers may access the Idea Portal in Support to search for existing ideas upon which to vote. Technical Support is not able to submit an idea or vote on an idea on behalf of a customer. Users have a "My Ideas" tab to quickly view all ideas relevant to them. Idea Management provides idea status transparency for updates. Use the Idea Portal in Support Access the Idea Portal

If you have a Support account, you can access the Idea portal. As of March 12, 2023, access has been restored to those who had access to Idea Portal on Now Community. Also, if you do not have a Support account, you can request access specifically to the Idea Portal on Now Support.

A. How Can New Users Request Access?

In addition to restoring access to users who formerly had access, we’ve implemented a process for any net new users to request access to Idea Portal (who don’t already have access to Now Support). Please note that all users who have a Now Support account can access the Idea Portal. New users will be granted access, specifically to the Idea Portal, if they don’t have full Now Support access via the request processes described in the below KBs:

KB1279992 (HI Commercial) KB1279992 (GCC) B. Why did Idea Portal move from Now Community to Now Support?

Our new community does not currently have idea portal capabilities enabled. To minimize disruption, we moved the existing functionality to Now Support. While not every Now Community member has Now Support access, Now Support is available to representatives from nearly every ServiceNow customer.

C. If I don't have access to Now Support, what will happen to Ideas I submitted or voted on?

All open ideas submitted prior to the migration of Idea Portal to Now Support will follow the same state workflow documented here. You will not be able to access the records, or vote or comment on them. You will be notified via email if an idea you created or are otherwise subscribed to changes state, such as if it goes from Under Review to In Consideration.

D. If I have Now Support access, will I be able to see the Ideas I previously submitted or voted on when Idea Portal was on Now Community?

Yes, you will see them under the My Ideas tab on the Idea Portal landing page. Note: Those ideas will only be listed there if the email address you use to access Now Support matches the email address you used on Now Community up until October 2nd, 2022.

As a Now Support user of the Idea Portal, you will continue to receive email notifications about ideas you are subscribed to.

E. When I use Idea Portal on Now Support, what name will appear on my ideas?

Unlike on Now Community which used Display Names, any new Ideas or comments you submit on Idea Portal on Now Support will show your real name. However, all Ideas migrated from Now Community will continue to show your community display name.

Idea Portal Overview 1. What is the Idea Portal?

The Idea Portal is the place where ServiceNow users can view, vote on, and submit ServiceNow product enhancement requests as Ideas. In 2019, this replaced our legacy FTASK-based enhancement request process. Our goal is to make sure you are heard, the best ideas are identified by the Support, and you get feedback on those ideas from ServiceNow product management.

Idea status changes are sent via email notifications to anyone who posts, votes or comments on an idea.

2. What can you do on the Idea Portal?

Vote on an existing idea

Only ideas that meet established thresholds will be reviewed by product teams for inclusion in the product backlog.

Use the search box to look for an existing similar idea to cast a vote. Select Vote to cast your vote for the idea; once voted, the box turns blue. >>> If the votes on an idea pass the threshold, voters are notified, and an Idea Manager will review and update the status based on backlog disposition. Comment on an idea

Open the idea to post a comment. Select the comment icon , enter text, and select Comment to post it. Anyone who posts a comment is automatically subscribed to state change notifications and additional comments as they are posted. Post a new idea

Submit a new idea only if there is no existing similar idea.

If an existing similar idea cannot be located, to post a a new idea, select Create an Idea . Using the content tips for impactful ideas, enter the applicable information, and then select Create . Enter the Title , Product/Service Value , Version currently in use, and Description. You will be able to see all your voted and posted Ideas on the My Ideas tab In the Description field, be as detailed as possible to increase chances of getting noticed and receiving votes.

What to include:

Details of problems to be solved. User roles relevant to your idea, and how will they be impacted by the enhancement. Expected impact this would have on the business. Include screenshots, mockups, and wireframes, if possible. 3. What is an idea?

An idea is a user-submitted product enhancement request. It is a proposal for new functionality not available within ServiceNow products.

It should not be:

A request to fix a bug. Instead, submit a PRB on Now Support through the normal process A new function or changes to Now Support and Now Support Service Portal. Use the Feedback form for Now Support requests. A request regarding ServiceNow Support or Service Offerings (such as Professional Services or Training) A request regarding ServiceNow websites (Documentation, Knowledge Base, and so on.) 4. How do I browse ideas?

On the main Idea Portal landing page, ideas are sorted by recent activity. You can also sort ideas by creation date and vote count, or filter by idea state or category.

5. How do I search for ideas?

Before submitting new ideas, search the site to see if an existing idea matches your own. Submitting duplicates reduces the likelihood that your idea will earn a high number of votes. Use the search field on the Idea Portal landing page or the global Now Support search at the top right of every page.

6. What can I do on existing ideas?

You can comment and vote on ideas. If you comment on an idea, you will automatically be subscribed to the idea and receive email notifications if other people subsequently comment on that idea or its state changes. If you vote on an idea, you will also be subscribed to it, but will only receive notifications if its state changes. You can also subscribe to ideas manually (and receive comment and state change notifications) by selecting Subscribe .

7. How do I report duplicates?

Please leave a comment on the idea mentioning that it is a duplicate, and include a link to the duplicate idea. A moderator will verify and close the duplicate accordingly.

8. Where can I see a list of ideas I created or voted on?

On the Idea Portal landing page, select My Ideas . The Created tab shows you the ideas you submitted, and the Voted tab shows you the ideas you voted on.

9. What happens to an idea after it is created?

After you create an idea, others will be able to see it. If they like the idea, they can vote on it. Based on the number of votes relative to other submitted ideas, ideas will pass through various states (see the following list).

Note : If within 12 months of submission, an idea has not moved into the Under Review state by reaching the upvote threshold, it will be closed automatically as Unlikely to Implement.

While we can't promise that the most popular ideas will be implemented, or implemented right away, we do promise to review and respond to the most highly voted ideas. Because the volume of submitted ideas is high, our product managers can't review all of them. They will be notified about the ideas which get the most votes, and they are committed to reviewing and responding to those top ideas. 10. What are the different iIdea states? Open States Submitted: The first and default state for ideas posted in the portal. Under Review: An idea that has received sufficient upvotes. The Idea will be reviewed and dispositioned by ServiceNow within six weeks. Need More Information: Ideas that require more user details are put into this state, which is a state similar to Submitted. In Consideration (Backlog): Ideas in product backlog are likely to be implemented but don't have a target release identified. Planned: Ideas that are in the backlog and have a target release specified. Available: Ideas that have been delivered in a release version. Closed States Unlikely to Implement: Ideas that will not be implemented, with comments from explaining the reasons. Duplicate: Ideas that are duplicates of existing ideas. Already Exists: Ideas that have already been implemented in an existing release version.

Release 2024