Hi everyone,
I'm looking for some advice on designing an Incident Record Producer in ServiceNow.
Our incident routing and workflows depend heavily on the Service Offering selected on the Incident record. However, the end users submitting incidents have no knowledge of our Service Offering structure, so exposing those fields directly is not an option.
What I'd like to achieve is:
- Users complete a simple, business-friendly form.
- Based on the combination of answers they provide, the correct Service Offering is automatically selected.
- Ideally this would be a no-code or low-code solution with minimal or no scripting.
- The solution should be easy to maintain as services and requirements evolve.
- I'd like to create an abstraction layer between the user-facing questions and the underlying Service Offering assignment logic.
I'm considering options such as:
- Decision Tables
- Flow Designer
- Data Lookup Definitions
- Catalog Item variable mappings
- Other configuration-driven approaches
Has anyone implemented something similar? If so:
- Which approach did you use?
- How maintainable was it over time?
- Would you recommend Decision Tables as the best fit for this use case, or is there a better out-of-the-box solution?
Any examples, best practices, or lessons learned would be greatly appreciated.
Thanks in advance!
