Best Practices for Capturing Additional Data in Service Operations Workspace Before Incident Save

[Ned F]

Hello!

My team and I looking for best practices for capturing additional data in the Service Operations Workspace (SOW). Preferably before an incident is saved.

Specifically, we’d like to:

• Display custom field(s) with labels, most likely questions, asking the user for more details that relate to the chosen configuration item (CI). It would be similar to a questionnaire, but we know we could have more than 10 questions to be answered depending on which CI is selected.
• Have some fields be required and prevent submission if required conditions aren’t met.

We were looking at playbooks, but they couldn't help us until the incident was saved.

What approach has worked best for you in SOW and are there any limitations or gotchas to watch out for?

Thank you for any guidance,

Ned

[Ankur Bawiskar]

@Ned F 

in playbook you can use "Collect User Data" activity to take input from user

Collect User Data activity 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ned F]

Thank you for your reply, @Ankur Bawiskar!

The playbook option would be nice, but we would need the user to save the incident record prior to the playbook even displaying, correct? If so, we are looking for a solution that wouldn't require the save happening first. We also have a bit of a concern with reporting based on what's documented for the Collect User Data activity. Thanks!

[Ankur Bawiskar]

@Ned F 

then there are some challenges considering your reporting requirements

If my response helped please mark it correct and close the thread so that it benefits future readers.