OOB Solution to Add a Mandatory Questionnaire to Change Request Before State Transition

[Anil9866]

Hi Community,

I'm looking for a strictly out-of-the-box (OOB) solution in ServiceNow Australia to introduce an additional mandatory questionnaire within the Change Management lifecycle.

Requirement:

• Display a set of custom questions to users directly from the Change Request form, similar to the existing OOB Risk Assessment functionality.
• Users should complete the questionnaire before moving the Change Request to the next lifecycle stage. --> This is not mandatory.
• Store the responses for future reporting and auditing.
• Retain the existing OOB Risk Assessment functionality. Both assessments should coexist, preferably completed one after another.
• The questionnaire can be completed at a single stage. ---> Not mandatory
• Avoid creating custom fields, tables, Client Scripts, Business Rules, or Flows.

What I've explored:

I've looked into Assessment Designer, Survey Designer, and Assessment Trigger Conditions. However, these appear to generate separate assessment instances assigned to users, whereas my requirement is to allow users to launch and complete the questionnaire directly from the Change Request, similar to the Risk Assessment related link.

I've also considered extending the existing Risk Assessment, but I would prefer to keep risk-related questions separate from additional process-compliance questions.

Questions:

Is there any OOB capability to configure an additional questionnaire/input accessible directly from the Change Request form.

Can two independent assessments coexist on the same Change Request without affecting the existing risk calculation?

Can completion of the additional questionnaire be enforced before a Change Model state transition using only OOB configuration?

Can individual responses and questionnaire completion status be reported using standard reporting capabilities?

Any suggestions on supported OOB functionality or alternative configuration approaches in Australia would be appreciated.

----> Main goal is to present users with set of questions/inputs. Strictly no custom field approach.

Thanks in advance!

#ChangeManagement #RiskAssessment #Questionnaire

[abbasshaik4]

Hello @Anil9866,

Please refer to the link below:
Solved: Best Practice for state transition in Change Reque... - ServiceNow Community

If it is helpful, please mark it as helpful and accept the correct solution by referring to this solution in the future it will be helpful to them.

Thanks & Regards,
Abbas Shaik

[Anil9866]

Thanks for your reply @abbasshaik4 . 
But I'm not looking for the content you shared. Please revisit the post if possible.

Thanks,

Anil Annavarapu

[Javeria]

Hey @Anil9866,

I've worked on a somewhat similar requirement in a recent Change Management implementation, although our approach involved some customization.

We created a custom application by extending the Change table and configured a separate Risk Assessment for our use case. The requirement was to present users with a different set of risk-related questions, where the responses determined whether the change was classified as Major or Minor.

Since the OOB Risk Assessment calculates and populates the standard Risk field, we introduced additional conditions to use the assessment result to drive a separate field instead. We also configured conditions so that the OOB Risk Assessment would not appear for records belonging to our custom table, while our custom assessment would be displayed instead.

Coming back to your requirement, I have a couple of questions:

1. Are you expecting both assessments to calculate and maintain independent results, or is the second questionnaire purely for collecting additional process-compliance information without influencing the standard Risk field?

2. If both assessments are intended to coexist, how are you planning to maintain their results independently? My understanding is that the standard Risk Assessment updates the Risk field on the Change Request. Wouldn't having two assessments update that same field potentially result in one assessment overriding the other's calculated value?

One possibility worth exploring is whether assessment conditions can control which assessment is presented at different stages of the Change lifecycle, or whether both can be made available under different conditions.

I'm not certain whether this can be achieved entirely through OOB configuration, particularly with your restriction on custom fields and tables, but I thought sharing our implementation experience might help clarify the design considerations.

[Anil9866]

Thanks @Javeria for your time and sharing the very relevant implementation details.

To answer your questions related to my scenario: 

• Are both assessments expected to calculate and maintain independent results?
  No. The second questionnaire is only intended to collect additional compliance information and should not influence the standard Risk field.
• How will the results of both assessments be maintained independently?
  I hope the above clarification addresses this concern, as I do not intend to have the second assessment update the Risk field.

My biggest concern is whether, if I create two separate Risk Assessments, I can view both of them by clicking the Completed Risk Assessment related link on the Change Request record after submitting Risk Assessment.

For now, I'm planning to use only the OOB Risk Assessment and add a few additional questions to it.

However, I'm interested in exploring whether there is any way to configure and display two separate Risk Assessments on the same Change Request record.

If you have come across any implementation or approach to achieve this, please share your suggestions.

Thanks in advance!