ServiceNow Idea Portal on Now SupportUpdate (October 2nd, 2022) With the unveiling of the new Now Community on October 2nd, 2022, the Idea Portal has a new home on Now Support at support.servicenow.com/ideas. Below are a few changes you should be aware of. A. Who can use / log in to the Idea Portal now that it is on Now Support? Moving forward, the Idea Portal will only be accessible to authorized users of Now Support. To get access to Now Support, please refer to this article: Now Support (HI) Login Issues - Frequently Asked Questions 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 below. You will not be able to access the records or vote/comment on them, but you will be notified via email if an Idea you created or are otherwise subscribed to changes state, e.g. if it goes from "Under Review" to "In Consideration". D. If I do 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. Frequently Asked Questions 1. What is the Idea Portal? The Idea Portal (support.servicenow.com/ideas) is where ServiceNow users can view, vote on, and submit ServiceNow product enhancement requests as Ideas. This replaces our legacy FTASK-based enhancement request process. Our goal is to make sure you are heard, the best ideas are identified by you and your peers, and you get feedback on those ideas from ServiceNow product management. 2. What can you do on the Idea Portal? Browse, search, and view ideas already submittedComment on ideas that have been submittedVote on existing ideas that you likeSubmit new ideas of your own 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. Please submit a PRB on HI through the normal process.A request regarding ServiceNow Support or Service Offerings (such as Professional Services or Training).A request regarding ServiceNow websites (Documentation, Knowledge Base, Community, etc.) 4. How do I browse Ideas? On the main Idea Portal landing page, you will see a list of ideas sorted by recent activity. You can also sort ideas by creation date and vote count. You can filter by idea state or category. 5. How do I search Ideas? Before submitting new ideas, please search the site to see if an existing idea matches your own. Submitting duplicates will reduce 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. 6. What can I do on existing Ideas? You can comment and/or vote on ideas. If you comment on an idea, you will automatically be subscribed to the idea and will 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 clicking the "Subscribe" button. 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 idea it is a duplicate of. A moderator will verify and close the duplicate accordingly. 8. How do I create a new Idea? Use the "Create an Idea" button on the Idea Portal landing page. Follow the best practices listed on the right sidebar to create a high quality idea. 9. Where can I see a list of Ideas I created or voted on? On the Idea Portal landing page, click on "My Ideas". The "Created" tab will show you ideas you submitted, and the "Voted" tab will show you ideas you voted on. 10. What happens to Ideas after I create them? 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 below). Ideas that have not moved into the Under Review state 12 months after they were created will be closed automatically. 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 likely to be very 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. 11. What are the different Idea states? Open States Submitted All new ideas are in this state. At the end of every quarter (or more frequently at their discretion), ServiceNow product teams are committed to moving a minimum of 5 top-voted ideas per category into the Under Review state to be dispositioned. Under Review Top ideas (based on vote count relative to other ideas) will be moved into this state. Ideas in this state will be reviewed and dispositioned by ServiceNow within 6 weeks. In Consideration ServiceNow-reviewed ideas that will likely be implemented but have not been targeted for a specific release will be put into this state. Planned ServiceNow-reviewed ideas that have been targeted for a specific release will be put into this state. Closed States Available ServiceNow-reviewed ideas that have been implemented will be put into this state. Unlikely to Implement ServiceNow-reviewed ideas that will not be implemented will be put into this state, with comments from ServiceNow regarding why not. Duplicate ServiceNow-reviewed ideas that are duplicates of existing ideas will be put into this state. Already Exists ServiceNow-reviewed ideas that have already been implemented will be put into this state.