How to attach a variable set to an incident form when incident is created via self service/manually

[sas1]

Our SD agents create incident tickets on behalf of end users via self service/manually, they use an incident template to be for 1 specific business case and we are required to enable them to enter also some variable on this incident. So the objective is to add a variable set on an incident form before it is submitted.

We tried but we haven't been able to do so. It seems variable sets can only get attached from a record producer or catalog item.  

Is there a way to attach directly to the incident form created in self service? 

Thanks!

Sara

[Nitin_NOW]

Hello 

Yes, it is possible via variable formatter. Please go through the below link for more info and how it can be done.

https://community.servicenow.com/community?id=community_question&sys_id=2548740fdb55df007b337a9e0f96...

Please hit correct if this resolves your issue. 

Thanks

Nitin

[sas1]

Thanks, I am looking into this.

[Ankur Bawiskar]

Hi Sara,

Variables sets work only for record producers and catalog item i.e. they get attached automatically on the record submitted by record producer.

If you require them to enter some information on the incident the only way is to have field present for this.

Possibly create new fields on the incident table

Note: creating custom fields have cost implication based on your subscription

Regards
Ankur

[sas1]

I agree about cost. But also custom fields will not work as there are a few in this business case.  It is really a variable, rather than fixed form fields. Thanks.