Is there a way to use a specific "checklist template" on an Incident based on a value being set?

[carlh]

I accidentally stumbled upon "checklists"   I love them but don't quite see how we'd use them.  

At first glance, I assume that a manager would create a task, then add a checklist and go through steps needed to complete the task.

My idea is to use these for troubleshooting hardware.   In my Incident form I have a Hardware Category.   Once that is set I have a subcategory to show which hardware item is being reported and I would like a checklist to appear so they can go through all steps.

I would create the templates and hope based on the hardware subcategory chosen, that I could pull it in to the form without having to have someone choose manually.

Is there a way to do that?

Also, is there a way to report on those?   I could see benefit in reporting on how far through a checklist the techs got before replacing or in order to fix the item.

[JennyHu]

Hi Carl,

I have the same question. Just wondering if you have gotten an answer to this.

Thank you!

[carlh]

Nothing so far Jenny,   I haven't had a reply to this one other than yours.   Will share if I do ever figure it out

[JennyHu]

Thanks for your reply, Carl!

I tried using the code provided by Luke in this thread Re: Catalog Task template that contains checklist

It seems to work for me!   I don't yet have a template controller table, I am just directly referenced the specific template for now.   But creating a after insert Business Rule seems to preload the checklist template after my record is created.   My requirement is that when a record is created, load the checklist template for that record.

Your case would be different. You probably need to have a script to check when the subcategory is changed.

[ty_roach]

Suggest using the ServiceNow store application - Checklist Pro.

The problem with the OOB checklists is that they are unreliable, meaning, people can change the content of the checklist item after the fact, add items, delete items, change items.  There's also no guarantee that the same checklist will appear for same situation.  There is no way to restrict who can edit the checklist or when it can be edited (like do you really want people changing checklist responses after the record has been closed).

Enter Checklist Pro.  We built Checklist Pro to solve all those problems and more.  Checklist Pro application administrators can define when checklists get created and associated with records in a table (any table - not just those that extend TASK), when these checklists can be edited, when the associated record is considered "closed" (and thus should prohibit further checklist updates).  We even added the ability to define "Required" checklist items that allow enforcement, thereby preventing a record from closing unless the required items are completed.  We've built convenience Database Views to go with the most common checklist tables, which include TASK, SYSAPPROVAL_APPROVER, CMDB_CI.

They work in the Service Portal as well as in the Classic UI.

They'll work with other Scoped Applications (like HR or SecOps or even custom scoped apps & tables).

For more information contact TyGR LLC or goto our youtube channel to see it in action.

Also - besides the classic Checkbox Item, Checklist Pro allows you to include various data types, including Textbox fields, Date, Integer, Custom Choice Lists and Reference fields.