Dynamic record producer based on user requests

[Tamil5]

Hi All,

In service portal, currently we are having few request forms, that will redirect the users to create incident - Record Producer form. They will fill the details and submit their requests.

for instance,

New email request,new software request & etc.,

So basically these requests are record producers.
In this case, if I want to create a new request form, I need to create a new Record Producer( the process always depending on developer).

My requirement is, in future if user wants new request form, they should be able to select the fields they want.

And once they submit, it should create a new record producer with the fields they already selected.

So from next time, the newly created record producer will be available for users to submit their request.

Here I need to automate the RP creation (record producer creation with field mapping) with the fields which user wants.

is it understandable..Is it possible..Can anyone advice.

Thanks in advance

Prici.

[Chuck Tomasi]

It's possible, but I'm not sure I would use a record producer to build more record producers. The variable types just are robust enough in my opinion. I would use a standard form.

I envision using a table name field (not available as a variable) and an embedded list which references a custom table of your creation to collect the field information (name, order, type, etc). Yeah, it's going to look a lot like the related list on a record producer (in edit mode), but again, the embedded list isn't available in a record producer. You may want an image field, etc.Once you have the data collected, then it's just a matter of assembling it in to your record producer and variables. Sounds simple, right?

[Tamil5]

Hi Chuck Tomasi,

Thanks for your time & response.

Actually, I'm little confused now. I don't know where to start & how to proceed.

May be the steps which you have explained is a bit high level or i'm not good at that part.

Anyway will give a try and share the update.

Thanks

Prici

[Chuck Tomasi]

What you are asking for is a fairly advanced topic. To build it would take quite a bit of time. Let whomever is asking for this know that this is a custom feature that needs to be built and they can determine if the cost justifies the return on investment. If the technical skills are beyond your current skill set I invite you to work with your account team to engage professional services from ServiceNow or one of our terrific partners.

[olufemi-richard]

Hi Prici,

Here is my 2cents. To automate the RP creation (record producer creation with field mapping) with the fields which user wants. My advice for you is to use template under system definition in ServiceNow.

Type "Templates" in the application filter and open the templates under system definition.

Firstly, after building the custom fields that users want on the Request form, you will have to build your template for the catalog item.

Secondly, create the record producer and select this newly created template from "Template" field available on the "Generated record data" tab in the new record producer, then submit. You can go back and click on try it.

Note that you can use this method for your incident record producer to allow end users log incident specific to services, applications or components from the Service Portal. All you need to do is to get your requirements right from Service Owners and determine how those incident record producers will be categorized similar to Service catalog categories to make them intuitive for the end users.

One key advantage here is that it bypasses the delay you can experience from Service Desk in assigning the incident ticket to the right assignment group. Hence, you save or at least reduce breach of response SLA. Sometimes, the Service Desk may assign your incident ticket to an assignment group wrongly but with Incident template in your incident record producer, the system will drive the job for you since you have mapped those fields in the template.

Let me know if this helps.

Regards

Richard