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.

[Tamil5]

Hi,

In this case developer has to create the template & map it with the RP right.

My requirement is to avoid the developer effort to create templates in future.

We have implemented the same, referred this https://community.servicenow.com/thread/246294 page & used it as a base for our implementation.

Now any one can create template from Self Service Portal search widget. Template will be available on the search widget right after it got created.

We have automated all processes.

Thanks

Prici.

[olufemi-richard]

[skylarbarth]

Hey,

I am trying to do something similar. After looking at the default Service Catalog, if you want to "request" item X, that will generally go to an asset management team. However, I am thinking that if you are 'reporting an incident' ... depending on details provided ... via ... questions/variables? ... that the ticket should/could get automatically generated. What is happening with the OOB incident RP tied to the catalog is that it's just making a general help / inquiry classified ticket, which gets buried and doesn't get to the right person.

I was wondering if there were some resources that could point towards how to make a RP w/ variables that ask certain questions, then, depending on answers to these questions, sets the incident properties (severity/category/assigned to) based on code, instead of having 20+ RPs for Router, Desktop, Phone, Network, Server ... etc etc etc

[skylarbarth]

Here is actually a good resource that I am following now.

Record Producer - ServiceNow Wiki

You can make a RP from a Table, let's see how effective that is.

Trying to collect the info from end user so our NOC doesn't have to filter through and spend all day categorizing tickets and following up to get t1 info.

[skylarbarth]

I dont know why it was so hard for me to find this info.

But to Auto Populate the Caller field based on the currently logged in user you can

1. From Record Producer, click Catalog Client Scripts

2. Make a new one, onLoad, with the following code:

function onLoad() {

    //Type appropriate comment here, and begin script below

var user = g_user;

alert(user);

alert(user.userID);

//var x = g_form.getReference('<field containing user info>');  

try

{

g_form.setValue('caller_id', user.userID);  

alert('success');

}

catch(err)

{

alert('error');

alert(err);

}

alert('done');

}

obviously we can clean this up a bit, but you can see the desire result by using that.