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

matthew_hughes
Kilo Sage

‎05-17-2018 02:27 AM

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.

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byronwilkinson
ServiceNow Employee
ServiceNow Employee
In response to gokulsk

‎05-07-2019 12:08 PM

Regarding WhatFix, are you aware of any customers that have implemented this on a ServiceNow instance? Im doing some analysis on its suitability versus other solutions including ServiceNow Guided Tours and some feedback is that WhatFox would not be independent of the DOM, which could cause issues during an upgrade. So I am trying to ascertain how this has been dealt with before, if at all?