Tried creating my first story and just wanted to get any feedback on quality

[BrMan]

So I am still new to the Service Now space and wanted to try my hand at making a story. I enrolled in the Agile development course and wanted to make a story that would make sense for creating a new Record producer IT support ticket. Do you think I should include any information?

STORY 

A new Record Producer for creating Incident Tickets INC named IT Support Ticket

Catalog: Service Catalog 

Category: Services 

Description of catalog item 

Request assistance with an issue you are having. An IT Support ticket will be created and managed through to a successful resolution. You will also be notified of progress.

Catalog Variables

• On Behalf Of– (Mandatory) This will auto-populate the currently logged-in user and will be read-only.
  
  
• Impact – (Mandatory) We will modify the impact display options on the Create Incident form, currently listed as Low, Medium, and High, to decrease the number of incorrectly prioritized incidents. While the priorities will remain unchanged on the INC record in the back end, we will update the fields on the ticket submission form located on Service Portal.
  
  
  
  • NEW FIELD
    Field Type: Single-line choice question type
    Label: How many users is this issue affecting?
    Radio Choices: Only 1 User, More than 1 User, or Entire Branch

• What are you having an issue with? – (Mandatory)
• Field Type: Radio
• Choices:
• Account Sign-On
• Cell Phone
• Eclipse/Mincron
• Internet/Wifi
• Laptop/Docking Station/Monitor/ETC
• Printer
• RingCentral/Desk Phone
• Other

• If the Account Sign-On option is selected, populate an additional field.
  (Hidden Until triggered by UI policy, then will become Visible and Mandatory)

• NEW FIELD
  Field Type: Single-line radio question type
  Label: Please specify which account sign-on
  Choices: Windows/Okta Login or Workday Login
  
  
  
• If the Cell Phone option is selected, populate an additional field.
  (Hidden Until triggered by UI policy, then will become Visible and Mandatory)
  
  
• NEW FIELD
  Field Type: Single-line radio question type
  Label: Please specify which phone device
  Choices: Android or iPhone
  
  
  
• If the Printer option is selected, populate an additional field.
  (Hidden Until triggered by UI policy, then will become Visible and Mandatory)
  
  
• NEW FIELD
  Field Type: Single-line radio question type
  Label: Is this a RICOH printer?
  Choices: Yes or No
  
  
• If the No option is selected, populate an additional field.
  
  
• NEW FIELD
  Field Type: Single-line text
  Label: Machine ID/PTR#
  Annotations: The Machine ID/PTR# will be on the NovaTech sticker attached to
  your printer. (Attach example picture)
  
  
  
• If the RingCentral/Desk Phone option is selected, populate additional fields.
  (Hidden Until triggered by UI policy, then will become Visible and Mandatory)
  
  
• NEW FIELD
  Field Type: Single-line text radio question type
  Label: Please select an option
  Choices: RingCentral or Desk Phone
• Contact Number - (Mandatory)
  Field Type: Single-line text
  Label: Contact Number
  Annotations: Please provide a phone number to reach you regarding this issue
  
  
• How Can We Help? - (Mandatory)
  Field Type: Multi-line text
  Label: How Can We Help?
  Annotations: Please briefly describe what issue you are experiencing
  
  
• Workflow:

Create a Flow that will create a Request Item and SCTASK and request manager approval of the requested user. Add notification email to be sent upon Manager’s Approval/Rejection.

• Fulfilment Task

The Service Desk assignment group should fulfill this task.

[Ashir Waheed · Accepted solution]

Hi @BrMan 

Your story seems to be a good start for creating a new Record Producer IT Support Ticket in ServiceNow. It includes relevant catalog variables and fields that will help in identifying and resolving IT issues.

However, you might want to consider adding more details around the Notifications, Some organizations have their own template they follow in Notifications. What will be included in the body of the notification? also you should consider adding meta info on Record Producer. 

Overall, your story is well-defined, detailed, and well thought out.

Regards,

Ashir Waheed

[BrMan]

Thank you for the input! I was going to use the OOB standard for the most part when it came to Notifications. "An Incident has been created on your behalf." until I get more familiar with what the company is requesting of me

[TRVLD]

The story seems well-thought and may appeal to business-side users, same for analysts who design mockups, but also to a developer.

• I feel like I'm missing notion of entitlements here, to be aware of user criteria, as sometimes catalog items in the same catalog are dedicated to specific pool of users.
• It seems good to remember that apart of the field being a required, certain controls may be set to allow for 'none' as selection.
• If it comes down to notifications, approvals, SLA Definitions, if these are already present in the system and you are planning to reuse them, then just a reference to them can be made.
• Some users may already have their phone numbers in sys_user record, you can think if to fetch it from there and just ask user to correct on the form if one fetched is no longer valid.

Overall, I'm giving kudos and up-voting your first story draft. Cheers!

BR,