Stop Manual Updates! 😱 Update Incidents Using Record Producers

[PrashantLearnIT]

Hello Everyone, 

🚀 Stop Manual Updates! 😱 Update Incidents Using Record Producers!

💡 I’ve created a quick video walkthrough of how you can achieve the above scenarios.

👉 Check out the video below to see how you can utilize this feature in your Projects

Best Regards,

Prashant Kumar (LearnIT)

YouTube Channel LearnIT: https://www.youtube.com/@learnitwithprashant

Blog LearnIT: https://medium.com/@LearnITbyPrashant

Prashant Kumar LinkedIn: https://www.linkedin.com/in/learnitbyprashant/

ServiceNow Community Prashant Kumar - https://www.servicenow.com/community/user/viewprofilepage/user-id/19635

[Jim Coyne]

But what is the use case for this?

[PrashantLearnIT]

Hi @Jim Coyne 

My customer asked this Use Case if the information missed from the user, we want to create such thing so that user can themselves provide the missed information without any support people help and record will be updated using Record Producer.

My customer was very happy with this use case implementation. Its small but lot of them praised.

[GlideFather]

Hi @PrashantLearnIT,

the short description is used for categorisation or easier understanding of the issue, usually it's automatically generated. Allowing end users (who are usually less technical or not mature in IT topics) change that to any random value doesn't sound like a good idea and I would say it's in conflict with ITIL principles.

Also, is there any mechanism that a user cannot update a short description of incident that they are not supposed to see? 

Your demo is with admin account, admin can change it in backend but end user shall not see other incidents. And change to incident can trigger notification and perhaps unpaused SLA (not sure, just an idea) or any other background operation.

What is the benefit of this scenario except of learning exercise? Or how many users in your organisation had need to update short description of their incident? 

[PrashantLearnIT]

HI @Jim Coyne @GlideFather 

This use case is already used for 4 to 5 clients, I don't know whether you guys worked on high customized instance, so understanding will happen only when it is required for your requirements as simple, use case already mentioned in the video, many people used this video for this use. For single client we have done this for more than 10 Record Producers, it's very big client where we used it, name cannot be mentioned. You might come across this use case, that's completely fine, because we cannot work on all use cases developed in all over the world.

[GlideFather]

Thanks for reply @PrashantLearnIT. It's perfectly fine not to mention client's name, if I was given this requirement I would discourage from implementing it. This is nothing against you, I just cannot think of situation when this would be helpful. Only learning purposes but not for business.. That's it

Incident's Short description is not something expected to be provided by end user, so it is more likely that it will cause chaos than being helpful.... End user should use additional comments and nothing else. 

And why would you do a record producer for this? Imagine a user A who raised INC01 and User B who raised INC02 and INC03. Then there will be User C who will update the INC01-03 short description... what is the benefit of this? 

In our role we are sometimes expected to say NO and in my opinion this is a perfect example of that.

PS: and yes I worked on instances customised so much that it was difficult to see any ServiceNow relicts..