Checklist - Able to Make Mandatory and Able to Apply on Templates?

Patrick Ouimet1 · ‎09-11-2018

First time poster so I am sorry if this is the wrong spot.

We are starting to look at using checklist to ensure that our support desk is capturing the desired information for certain issues.

So:

Question 1 - Is it possible to make a checklist template part of an incident template? As in, I make an incident template for "ERP Issues", and within that template, have a checklist template automatically come in. I tried this without coding and just made a template when a checklist was selected, but it doesn't seem to carry over that I want a checklist automatically attached with the incident template

Question 2 - Possible to make a UI policy to make a checklist mandatory for another assignment group? I did not see this ability when exploring the UI policies area. Idea being that if the support desk does escalate the issue, and more info is needed, the tier 3 can fill it out their checklist questions, and when the assignment group is set to the support desk, the support desk would have to check off that they have done what the tier 3 instructed them to do.

Hope this makes sense, let me know if i need to elaborate more.

Mark Stanger · ‎09-11-2018

The answer to both of these questions is 'No'...at least out-of-box. Here are some options though.

Question 1 - While there isn't any way to make a checklist template apply as part of a regular template I have developed a method to accomplish this. You can find the steps in the correct answer marked in this post...

https://community.servicenow.com/community?id=community_question&sys_id=8f7722c4dbdca784f7fca851ca96...

Question 2 - Again, there's no way to do this natively but you can accomplish it with an 'onSubmit' client script like this...

function onSubmit() {
	// Check to make sure checklist is complete before continuing
	var ci = new GlideRecord('checklist_item');
	ci.addQuery('checklist.document', g_form.getUniqueValue());
	ci.addQuery('complete', false);
	ci.query(); // Must be a synchronous call because this is an 'onSubmit' script
	if (ci.next()) {
		alert('All checklist items must be completed before submission.');
		return false;
	}
}

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