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

[Javeria]

@Anil9866,

Thanks for the clarification!

I actually tested this scenario in my instance, and here's what I observed.

You can configure two separate Risk Assessments on the same Change Request and make them available at different lifecycle stages using assessment conditions.

For example, I configured one assessment for the Assess state and another for the Authorize state.

When I submitted the first assessment in the Assess state, its responses were retained in the backend against the corresponding assessment instance. Upon moving the Change Request to the Authorize state, the second assessment became available. Submitting that assessment created another set of responses against its respective assessment instance.

So, both assessments can retain their responses independently.

However, the limitation I observed is that, from the Change Request form, only the assessment currently exposed through the configured conditions is accessible through the Risk Assessment related link. In my example, once the Change Request reached the Authorize state, the user could access the second assessment but not reopen the previously submitted assessment through the same related link.

Technically, you could configure the second assessment with zero weightage so that it does not contribute to the standard Risk calculation. However, I would personally discourage this approach for your use case.

Since your additional questions are intended for process compliance rather than risk evaluation, I think your current approach of extending the existing OOB Risk Assessment with an additional section for compliance questions is actually the more practical solution.

You could clearly distinguish the compliance section from the risk-related questions and configure its questions so that they do not contribute to the risk calculation. This would allow you to retain the standard OOB Risk Assessment while collecting the additional information in the same assessment.

You can also leverage the risk assessment completion condition in the Change Model state transition to ensure that users complete the assessment before proceeding to the next state, including the additional compliance questions.

Based on your requirements, I think this is a cleaner approach than introducing a second Risk Assessment solely for compliance information.

Hope this helps!

[Anil9866]

Yes @Javeria Adding a few more questions to the existing Risk Assessment is a more practical approach than creating a separate Risk Assessment and managing it with different conditions. I agree with your suggestion. Thanks for personally testing this use case.

I have one more approach in mind: creating a new Metric Type Assessment and adding two custom UI actions – Change Control Questions and Completed Change Control Questions – to display and view new set of assessment questions.

Through these UI actions, I plan to store the responses in the Assessment Instance table, if it is not adding Assessment responses OOB. I'm exploring this as a POC and will update this thread if it works.

Note: By a pure OOB solution, I mean avoiding custom fields. However, creating one-time components such as UI Actions, Business Rules, and Script Includes is acceptable, as they require less ongoing maintenance. Custom fields may need additional logic to manage their behaviour across different stages and for different users.

[Javeria]

That sounds interesting!

In one of our implementations, we also used scripts to populate assessment responses, so your approach seems worth exploring.

Best of luck with the POC! Do share your findings here. I'd be interested to know how it turns out.