Dynamic Record Producer & Incident form

[Adil N]

Can anyone assist in how I can edit an existing "Create Incident" record producer record on our Portal. 

At he moment I have one record producer to report and incident. however the questions are generic. I would like to make the form more dynamic for each product for example if the User selects  Product 1 it will ask Question A, B, C & D however if they select Product 2 it will ask Question A, C, E & F etc. 

Would be really useful for me if you could provide a break down on how this can be configured i.e. 

Step 1 - go to Catalog Builder 

Step 2 - Open "Create Incidnet" 

Step 3 - Click XYX 

Is it also possible to do something like auto selecting Templates from the backend - so when my Service Desk get a call and are logging incidents via the ITIL role not via the portal at the moment they can manually select a template depending on Product. is there a way to automate this so when Product 1 is selected in the Incident form it automatically applies the template for Product 1  

[Community Alums · Accepted solution]

Hi @Adil N ,

I see there are 2 set of question for which you are expecting a solution.

1. How to Show dynamic question on Record Producer.

So, here you go..

Step1: To make your question dynamic first i request you to create all the question under the catalog variable. 

Step2: From the record producer record there will be a realted list called 'UI Policies' click open a new one. You can create polices to hide and show realted questions accordingly.

Eg: Based on the conditions you can build UI Policy action  to hide, set readonly, mandatroy other fields.

Step3: Test the form to see if realted question are visble based on your needs...

2. How to define templates for auto populating fields.

Step1 : Go to > System Defination > Templates 

Step2 : Create new.

Step3: select the table were you want to display the templates.

Step4: Select the field with pre filled values and save the templated.

Step5: Go to the table were you want to have the template and click on the 3 dots which are on the top right corner of the servicenow table hearder > choose Toggle Template Bar.

Now at the bottom of the screen you will see the template which you created. once clicked will prefill all the info as per the templates

[Adil N]

I'm pretty new to this, would you mind assisting me on Step 1 - Step1: To make your question dynamic first i request you to create all the question under the catalog variable.

just for some context on my test instance a record producer item is already there called "create incident" when you go to the Service Portal. I would just like to edit that one