Create a workflow to create enhancements or defects

[sjv]

Hi,

I have been asked to create an intake process through Service catalog which once submitted will create an Enhancement or Defect based on certain conditions.

Is this possible in ServiceNow. I thought you could only create Incidents or Task through the workflow in Servicenow.

Any help would be much appreciated.

Thanks

[Chuck Tomasi · Accepted solution]

Hi Jacob,

You can create any record through a Run Script activity in a workflow. Example:

      var rec = new GlideRecord('any_table');

        rec.newRecord();

      rec.setValue('fieldname', value);

      rec.insert();

Run Script workflow activity

[sjv]

Hi Chuck,

Thanks for the quick answer. So when I create my workflow, what would be the table that the workflow will access. Would it be the Task table. Also do you have any examples of the above.

Thanks

[Chuck Tomasi]

Hi Jacob,

When you mentioned the Service Catalog, are you looking to create a catalog item or a record producer? That's going to determine what table you use in your workflow. If you use a catalog item, then you workflow runs against Requested Item (sc_req_item). If you use a record producer, then it runs against the same table your record producer does to create that record.

Since it sounds like you want a workflow BEFORE you create the enhancement or defect, then a catalog item is not likely the right answer since the record producer immediately creates the record for which it is running on (e.x if you make a record producer on the enhancement table, then it's going to create an enhancement right away.) This MAY be what you want... I don't know enough about your process. Your enhancement is likely to have a life cycle of it's own. Does it make sense to have someone "order" an enhancement request like they would a laptop only to have it go through an approval and create the enhancement request, then that goes through it's own life cycle?

Sorry to so sound confused on such a simple question, but it opens up more questions as to what is really needed here. What is the process? What is the expected user experience? How many tables/forms/records/approvals do you need to touch? That all needs to be looked at before proposing a technical solution.

Thanks.

[sjv]

Thanks Chuck,

So the requirement is that we create a Service Catalog item with fields that will capture the requirements for say a report.

Once the submit button has been pressed, the re will be logic built in to identify whether it is a defect or an enhancement. I have not though about this yet. . Once it has been identified that it is a defect or an enhancement, the workflow should create an enhancement or defect automatically.

My suggestion was

That we could create an incident from the service catalog, and assign it to a specific group or person. That person could then right click and create a defect or an enhancement and close the incident.

I am trying to see whether the user original request is even doable.

Thanks