Below you will find definitions of Defects, Enhancements and Ideas in ServiceNow and the process the ServiceNow team uses to address them.

Defects

A defect is defined as when any originally customer-defined or out-of-the-box functionality is broken. (Missed requirements are considered Enhancements.) Defects should be reported to the ServiceNow team as an incident:

Report a Problem with ServiceNow (Fulfillers)

Create an Incident in ServiceNow describing the issue and assign it to ITS-CSS-ServiceNow.

Report a Problem with ServiceNow (End Users)

Submit a Ticket describing the issue on the UT ServiceNow website.

Defect handling

• Please do not write directly to the ServiceNow team for defects—instead open a ticket!
• The ServiceNow team prioritizes critical defects ahead of enhancements and will work immediately to resolve them.
• Defects that impact end users (customers) are prioritized ahead of defects that only impact fulfillers.
• Defects that have an acceptable workaround will go into the normal sprint cycle and will be addressed within a release.
• Critical fixes are pushed to production on Tuesdays and Thursdays.

Enhancements

An enhancement is a feature, functionality, or anything else that was not defined as part of original requirements but applies to existing data, forms, or workflows you are already using in ServiceNow.

• Requests for enhancements should be made through the service catalog.
• Please do not write directly to the ServiceNow team for enhancement requests—instead open a request!

Ideas

An Idea is a suggestion for a feature or functionality unrelated to existing data, forms and workflows your department is already using in ServiceNow.

• When submitting ideas, include as much information as possible to help the ServiceNow team assess the feasibility of your idea more efficiently. Include a use case if possible.
• The ServiceNow team will review and sort Idea submissions regularly and give you feedback.
• Submit an Idea to ServiceNow