Hi there - a relative newbie SN administrator, so apologies if I ask trivial question to ya'll experts. I've used ServiceNow extensively from a process perspective but it's my first time taking a shot at administrating this beast (SNOW).
So here's the question I have:
I am wanting to auto set a field called "RISK" on the Change form which will be driven based on values selected in two other fields, "IMPACT" and "COMPLEXITY". I've consulted some friends and they told me that the 'easiest' way to do this would be via 'Data Lookup Definitions". I've been doing readings on SN Wiki, forums, YouTube, and other website so I understand how this works. When I get to actually building it out, I am failing and I wanted to know if my steps are correct.
Here are the steps taken:
CHANGE FORM UI
- Created a new choice field called 'Complexity' with values (1 - Complex, 2 - Somewhat Complex, 3 - Not Complex)
- Created a second choice field called 'Impact' with values (1 - High, 2 - Medium, 3 - Low)
- Created a third choice field called 'Risk' with values (1 - High, 2 - Medium, 3 - Low)
CREATED NEW TABLE
- Created a new table called 'Risk Data Lookup' which extends the [dl_matcher] table.
- I then preceded to create fields called 'Risk', 'Complexity', and 'Impact' and set them as 'Choice'.
- Then I populated the 'Risk', 'Complexity', and 'Impact' choices in the newly created table [Risk Data Lookup] with the same choices as #2, #3, & #4
- I then clicked on the 'show list' link under the 'related links' in the [Risk Data Lookup] table
- I set the Complexity + Impact = Risk in accordance to the below matrix:
CREATED NEW DATA LOOKUP DEFINITION
- Created a new data lookup definition called 'Risk Lookup'
- 'Source table' set to [Change Request] and 'Matcher table' set to [Risk Data Lookup]
- 'Matcher Field Definitions' and 'Setter Field Definitions' set as below:
... but for whatever reason, when I get to the Change UI form and try to see if this works (when I set the Complexity = High and Impact = High), the Risk field doesn't change. I am sure I missed 'something' and wondering if ya'll can have a look and let me know where I 'messed up'. I've been at this for the past 3 days (for a few hrs).
Appreciate your help very much.
Cheers!
Noel
3. In the 'Risk Lookup' table, I clicked on 'Show List' and set the conditions between 'Impact' and 'Complexity' as depicted in my original post (the Risk Assessment table). - can you screen shot where Show List is that you're clicking on, I don't see that, but see no reason for it.
After you create the new table, extended from dl_matcher, you add fields to the table from Form Layout, and map those field choices to your choice fields like below. I added 3 fields: Impact, Probability, and Risk Score.
Your Lookup Rules list looks something like this:
Then you create the Lookup definition, define which are the Matcher fields, and which is/are the setting fields.
Hi Mike,
Here's the screen shot of where the 'Show List' link is (under the 'Related links'). This is where I recorded the combinations of the COMPLEXITY + IMPACT fields.
Is this correct?
Yes, I noticed that after I posted my response to your question. Thus far, does it look like I missed something?
Something to consider (I think) - I looked at the out of the box, 'Priority Data Lookup' table and noticed that the 'Impact' table column has the following 'Choice List Specification':
.... which I find weird that it's being linked to the 'Category' field on the Incident form. Shouldn't it be the 'Impact' field on the 'Incident [incident]' table? Even the 'Priority' and 'Urgency' fields are mapped to the 'Category' on the 'Incident [incident]' table.
I only ask because I was using the 'Priority Data Lookup' as a benchmark to help me with the 'Risk Data Lookup' table I wanted to create.
Sorry one last thing I noticed... do you think the name of the table matters? The out-of-the-box Data Lookup definitions for 'Assignment Lookup' and 'Priority Lookup' both have prefix of dl_[tablename] but the newly created lookup table that I created, has a different name. See screen shot below:
