Need Help Designing a User-Friendly Solution for Mass Data Upload in ServiceNow

[sdf1]

I’m trying to design a solution for uploading data into ServiceNow via a catalog item. While the basic setup is in place, I’m facing challenges in making it scalable and user-friendly. Here’s the main issue:

The choice values (e.g., location and dependent variables like reporting manager) used in the upload template change frequently—sometimes weekly. New values are added, existing ones are renamed, and dependent variables are updated. This makes it easy for users to input incorrect data, which I want to avoid to maintain usability.

Here are some approaches I’ve considered so far:

1. Excel Integration with VB Macro:

   • Connect ServiceNow to Excel and use a macro to auto-populate choice values dynamically from ServiceNow.
   • Issue: I’m unable to make this work effectively, and it doesn’t seem scalable or robust.

2. Variables on the Catalog Form with a Mapping Widget:

   • Display all variables on the form and provide a widget for users to map values and reference them in their upload.
   • Issue: This adds complexity for the end users and isn’t intuitive enough for large-scale use.

3. Multi-Variable Set:

   • Use multi-variable sets to streamline input.
   • Issue: This doesn’t work for bulk uploads of large datasets (e.g., 1000+ records).

Key Requirements:

• The solution should handle frequent updates to choice values.
• It must be user-friendly and intuitive for end users to upload large datasets without errors.
• Ideally, it should automate the process as much as possible to reduce manual steps.

I’m stuck and would love advice or suggestions on how to create an efficient and scalable solution for this. Have you faced a similar challenge, or do you have insights on the best way to approach this?

[Mark Manders]

It's never a really great idea to have end-users (that are unable to validate any imports, because of missing roles) update/create thousands of records. The main reason you already mentioned: they can make mistakes. A simple typo can already either create new records (like locations) or skip the record being updated (depending on how you configurate the import). 

Making this process more user friendly will cause more errors. And you already mentioned the issue itself: no solution is scalable in a good way. You could just provide them with a new template (weekly) with all the choice values. Or create some sort of logic that they first get the data they need to change in excel, update it and then put it back in.

[Omkar Mone]

I don't think this is something ServiceNow needs to address directly. This is more of an Organizational Change Management (OCM) issue, where users must be made aware of the constantly changing values and the implications of those changes.

If Excel is the source of truth and the data within it is subject to frequent updates, the responsibility lies with the users or data owners to ensure it remains accurate and up-to-date. The system can only operate effectively if the inputs it relies on are consistent. Without user awareness and adherence to proper data management practices, even the most robust system will face challenges.

ServiceNow can facilitate the process through tools like notifications, validations, and dynamic configurations, but ultimately, it's about fostering a culture where users proactively manage and communicate changes in their data.