Multiple Catalog Items per HR Service

[Nilesh Wahule]

Hello There,

Hope you are doing well in ServiceNow.

So, there was a time  I was developing every use case keeping customers perspective in mind and then something happened, and I got stuck. Though it was nothing complicated I didn't have answer for it.

All client wanted is multiple catalog items for each of HR services. I was explaining them why you need it; you can simply have it under one HR service and we can edit the fields based on requirements like persona based( Manager, Group Manager  and so on ).But then client asked instead of making fields dynamic can't we have dynamic catalog items itself where we would be having separate criteria's and content to show while filling request, Where we can attach Knowledge articles based on actual persona. So, we can even maintain redundancy and integrity. Also, they wanted auto population of description with filled in fields.

I was wondering how we can achieve each of the use case. I know there might be several ways to achieve this ( like populating details based on producer scripting ) for which you are always welcome. But still I tried the way I thought is easy.

So that was a whole trigger point. All I was searching for was how to add multiple record producers for single HR Service which will behave as same as OOTB connected record producers. Couldn't find anything, so developed one 🙂

Lets discuss if this is recommended and useful. Any comments or feedback would be really appreciated. 

Here's the update set for project :

Multiple Catalog items per HR Service

[Musab Rasheed]

Hello,

What Client said was correct, It is not good to have multiple catalog items tagged to one HR service rather have multiple items tagged to multiple HR service because of several reasons like below.

1) Reporting will become challenging as you may have to rely on other parameters rather than on HR service for reporting.

2) You may end up creating more fields in HR case form and in turn you have to write scripts to hide/show based on items tagged to HR service, this may affect performance as well.

3) Customization will be difficult to implement as you may have to change both front end and back end and again do code for field visibility.

4) HR criteria visibility cannot be controlled as you have to tag one HR service to multiple catalog items.

5) You cannot have fields of your choice while creating case from Interceptor page.

6) Difficult to control visibility of HR cases if you tagged multiple items to one HR service.

[Vadla Srimaan]

Hi @Nilesh Wahule , thanks for providing the detailed approach.

Could you please let me know the logic behind modifying the OOB script include as you provided on project?

TIA

[Nilesh Wahule]

Hi @Vadla Srimaan , 
I have attached to "Share" project link in the post, Please go ahead and try it out.