Create a workflow to create enhancements or defects

sjv · ‎07-28-2017

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 · ‎07-28-2017

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

View solution in original post

Chuck Tomasi · ‎07-28-2017

While the manual method of creating an incident and having an agent determine/create the enhancement or defect is the simplest to implement, it is also the costliest in terms of man-hours consumed over the long run. You'll have to do the ROI on that one.

Steve A · ‎09-07-2017

Hello Jacob & Chuck,

I am starting down the same path and wondered if you have developed a solution for this. I am debating between installing SDLC on the production instance and using record producer to drive new requests into Enhancements or Defects or alternatively using the Release Management Plugin and drive into Release Features or Release Tasks. Does your environment have SDLC Installed on the production instance? I was not even sure if that is considered best practice or frowned upon for stability and performance. I am getting so many requests for Servicenow Changes as we are only 6 months in and I want to be able to capture them within the platform allowing for self service form the IT support staff rather than getting 9 emails a day.

sjv · ‎09-07-2017

Hi Stephen,

So my requirements changed a little bit and I was able to complete it.

The requirements changed where I had to create a story from a Service Catalog request.

The way I implemented it was as follows.

Created a record produce with the intake fields that were requested.

Point the record producer to a Story table

pre populate through scripts the assignment groups and other fields.

You can also have a workflow for approvals if needed and point it to the Enhancement or Defects table to auto cretae the Enhancements and defects.

Yes we have the SDLC module on our prod environment.

Thanks

Steve A · ‎09-07-2017

Thank you Jacob for the reply I feel better now about activating Agile on Prod. I will determine the best method for record producer.

I also did a google search and found a support page published by a California University. The page listed all of the Enhancements at various levels of development on the page but also listed the Assigned release version for those that were in development all of this as part of the communications. I thin I have my plugin thank you for your help