Change Request views based on Change Request Category?

[Kumar Tella]

We have a change request form with more than 100 fields on it and now trying to enhance it to display minimum fields based up on category type that will improve performance and as well as a clean view to the users. We can do this using client script(s) but we don't want to use client scripts for this purpose. Thinking of some kind of dynamic System UI Forms.  

Is there any one that has tried or are using this type of dynamic views or in a different way? We are open to other ideas.

[She Sull]

Hi Kumar,

It sounds like you just need to create some UI Policies.   You could use that in comnbination with Form Views and ACLs, and even some light scripting if you need it to be more dynamic than what the other options offer.

Creating a UI Policy - ServiceNow Wiki

View Management - ServiceNow Wiki

- Sherry

[Mark Stanger · Accepted solution]

This can be a tricky one because you need to be concerned about a few separate issues.  

The first is process complexity.   I realize every company is different, 100+ fields is way more than a typical, best-practice change implementation in my experience.   The first thing you should do is go back to the process owners and ask them to take a good, hard look at their process and look to simplify and consolidate where possible.   Troublesome configuration challenges like this are almost always the result of a bad process or design, and I would suggest that's probably where the majority of your problem lies.

The second issue is performance and visibility.   The problem with so many fields is that it's going to take forever for your form to load, let alone the time it takes for the poor soul who has to fill that form out on a daily basis.   Neither client scripts nor UI policies can improve the performance issue with your load time by showing or hiding certain fields, so that's not going to help you other than allowing you to present a smaller set of information to the end user.   The only other thing you could do here is to look at your current scripts and UI policies and optimize them.

Client Script Best Practices - ServiceNow Wiki

Aside from simplifying the form, I think the best solution is to use view rules to force a view based on the change type.   I use this approach extensively.   There are some issues with views that you'll want to be aware of.   The following links should give you the information you need.

View Management - ServiceNow Wiki

http://www.servicenowguru.com/scripting/client-scripts-scripting/overriding-servicenow-form-view-inh...

[She Sull]

I agree with Mark, there needs to be a business justification for each and every field especially when there are so many on the form.

[Kumar Tella]

Thanks Sherry and Mark for your quick response. We will review the form fields and script best practices.

Thanks again