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‎01-26-2023 10:57 AM
I'm looking to brainstorm solutions or get suggestions for solutions I may not have thought of. We have a series of record producers that are about 80% similar that create case records in CSM. Because of the 20% difference, each use case is a different record producer, and maintenance is annoying. If something changes in the 80% of fields, we have to update it multiple times.
I was hoping ServiceNow might have some kind of paginated process or wizard or something that we could use to collect the 80% of similar info on one screen, then go to a different screen for the 20% of information that differs, and then make decisions about what to do with the record based on that 20% of info that differs.
I have browsed the community and read a bit about what seems to be an old / possibly deprecated Wizards function, but it seems to only be possible when using the catalog to create requests and request items. That won't work, since I need the generated records to be cases.
Can anyone suggest a method or feature I might look into to begin thinking about how to solve this? I'd like to avoid a really complicated set of conditionals on a single record producer; that's really not any easier to maintain than our current solution and is arduous for the user.
Solved! Go to Solution.
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‎01-26-2023 12:10 PM
I built a SP widget and some custom tables because ServiceNow does not have something for this.
I then for each wizard create a SP page for it and put the widget on it with the options set for the wizard I want to display and then add a content item the had a type of "External Content" and a Target of "Within Catalog" so it would still show up in the Service Catalog, but when you click on the cat item it will open in a new tab/window and load the wizard for them to go thru.
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‎01-26-2023 12:15 PM
This is helpful in that I now feel sure the solution I want doesn't exist so I'll have to build it. Unfortunate but usually where I end up! One of these days, something OOB will actually work for us without me having to "fix" it! Thanks!
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‎01-26-2023 12:10 PM
That sounds like building your own Virtual Agent. If you use good descriptions and tags your users can easily search for what they need. As for the Record Producers use Variable Sets for the common things, including Client Scripts and UI Policies and you'll have a single location to maintain. If your Record Producers are all for the same table you could use a single RP with UI Policies and Client Scripts to control the variables based on the values selected.
