Can you create a Guided Tour for updating or resolving a problem record

[matthew_hughes]

As part of a project I'm working on, I've managed to create a Guided Tour for creating a new problem record.

However, when I try to create a Guided Tour for updating a resolving a problem record and open Guided Tour Designer, it always brings me back to the same page where a blank new problem record appears.

So I was just wondering if it's possible to create a Guided Tour where some of the fields have already been defined e.g. Description, status, Assigned Group etc.

It will be hard especially as some fields that appear when a problem is in the state of Assess won't appear in a blank new problem record.

[Chuck Tomasi]

I don't see a way to add any conditions to the tour. I tried putting it in the page e.g. problem?sysparm_query=state%3d1, but that didn't show at all (whether the problem was open, closed, etc.)

I love idea. I invite you to open an enhancement request! Our product managers DO listen.

Enhancement requests: Tell us how you would improve the ServiceNow product 

[Tony K]

I might have the same question. I created a tour on how to create and submit a change, then want to create a 2nd tour that picks up after the change has been approved by CAB. Steps would include clicking implement, review, adding notes and finally closing. Seems guided tour works if you do everything in a row, but some processes aren't done continually in one sitting. After opening a change that is cab approved, you can't pick what tour or it says the next step in the tour can't be found. 

any thoughts on how to accomplish this?

After further testing it seems that work notes are on a different tab so unless you go to that tab it can't pick up. Also our closure tab is hidden until you click close, then it appears. 

[rohitsengar]

On create tour page, in Application Page Name field enter problem.do?sys_id=<prb_id> e.g. problem.do?sys_id=051e8f6cc0a8016600cdf7fd19e10414 to create tour on that specific problem instance.

Also, you can start the tour from the problem listing page, i.e. problem_list.do then have a tour step asking user to click on the problem number. After that the problem form will open with values pre-filled for that problem and you can continue your tour from there.

Let me know if you need more help.

[gokulsk]

Have you tried out 3rd party solutions like Whatfix?

With Whatfix you can create interactive guided tour across ServiceNow, independent of whether the elements are on forms, across multiple pages, with specific segmentation or rules. Whatfix also supports detailed branching, segmentation, step rules, etc. 

You can create all of these with Whatfix's code-free point-and-click Editor, which allows you to assign the rules while creation itself.

Whatfix is a Product Adoption Platform that works on a level atop ServiceNow, which can help in providing easier User Onboarding, training, in-app support, etc.

Here's a snippet to show you how Whatfix works on ServiceNow