Dynamic Record producer for "Something's Broken" related issues (incident)

[Dhanraj Poojari]

Our Service Portal homepage includes a menu option/button (labelled as "Something's Broken") for reporting incidents. This is a simple record producer form where user selects "Impacted Business service" field (reference to Business service table) and few other free form text field. We have an ask from one of the Service owners to include additional questions (read record producer variable) on this producer to help them with easier triaging.

We understand this can be accomplished by a simple catalog client script / ui policy by clubbing the variables into an variable set. However , we would like the design to be scalable by 1 - Avoid multiple record producers for each Business Services with its own variable set and stick to single front end of "Somethings Broken" producer 2 - Avoid high number of client scripts (given we have hundreds of Business services) on same record producer

We assessed below approaches and would like to check here if someone has accomplished this with an elegant design

1 - Configure separate record producer (not searchable or published in Service portal) for each such requirement and setup a field message on the Impacted Service variable in the main record producer that displays link to the hidden record producer. The user is redirected to the record producer where he submits his incident. The non-published producer link will be stored as an attribute on the Business service record

2 - Configure separate variable set for each set of questions and make them dynamically visible using a single catalog client script which looks up the variable set info as attributes on the Business service table

3 - Order guide that generates an incident

[Dr Atul G- LNG]

Hi @Dhanraj Poojari 

I read this statement 3-4 times and understood now. 
seems this solution 3 is good. There is nothing called non publish, you can hide via user criteria.

[Dr Atul G- LNG]

Please keep posted the results @Dhanraj Poojari 

[Dhanraj Poojari]

Thanks for the input Atul

[Amit Gujarathi · Accepted solution]

HI @Dhanraj Poojari ,
I trust you are doing great.

Let's evaluate the approaches you've mentioned and propose a solution.

1. Separate Record Producers for Each Business Service:

   • Pros: This approach allows for highly customized forms for each business service.
   • Cons: Managing numerous record producers, especially as the number of business services grows, can become cumbersome and hard to maintain. It also disrupts the user experience by redirecting them to different forms.

2. Variable Sets with Catalog Client Script:

   • Pros: A single record producer with dynamic variable sets can offer a cleaner user experience and easier maintenance.
   • Cons: The client script might become complex and heavy, especially with a large number of business services and variables.

3. Using an Order Guide:

   • Pros: Order guides are designed for scenarios where different inputs are required based on initial selections. They can streamline the process of capturing detailed incident information.
   • Cons: The setup might be more complex than a record producer, and it could be less intuitive for end-users.