Wizards and UI Pages (implementing the incident request form in HI)

[davizhao]

I'm trying to reproduce the functionality of the self service 'create a new incident' option in HI. For those who don't know, it's an incident creation form where after you type a short description, it searches the KB and returns related articles, letting you check to see if your problem is already in the KB prior to submitting the ticket.

It looks like the incident creation form is a Wizard with an iframe at the bottom of it which loads a UI page that includes functionality to do a search of the KB via AJAX.

Anyone have any ideas on how to make something like this? Specifically I'm not sure how to include the UIpage on the wizard panel as there doesn't seem to be an option in the wizard creator. Is the iframe appended to the page dynamically through a script?

Hope to hear some experts!

[Pradeep Sharma]

Hi David,

You may find the below article helpful

http://www.servicenowguru.com/scripting/client-scripts-scripting/mandatory-knowledge-search-ticket-c...

Thanks,

Pradeep Sharma

[Brad Tilton]

You can use the 'Macro' type wizard variable to include a ui macro on a wizard panel. A ui macro is basically the same as a ui page, just called differently.

I would check out this share app, which provides the functionality on a record producer. A wizard panel shouldn't be too different.

ServiceNow Share

[ben_hollifield]

Hi David,

Below is yet another app on Share that provides similar functionality. As Brad mentions, you just need to use a variable of type 'Macro', then have that variable call the appropriate UI Macro defined in your instance. The app listed below is dynamic, such that it auto-populates applicable KB articles on-the-fly as the user types their comment. There videos included demoing the functionality and how to implement it on a Record Producer for an ESS-style Incident creation scenario.

Dynamic Knowledge Search on Share

App Demo: