question Re: Adding Service and Service Offering to Record Producer in ITSM forum

Adding Service and Service Offering to Record Producer

J_57 — Wed, 21 Oct 2020 12:40:17 GMT

Hi,

I'd like to add the Service and Service Offering fields to an Incident Record Producer form, along with the same dependency functionality you get in the Create Incident form. Can anyone provide assistance with this?

To clarify, these two fields work on a dependency. So if you select Email as the Service, only Email related Service Offerings will be listed.

Thanks in advance,
James.

Re: Adding Service and Service Offering to Record Producer

Ashley Snyder1 — Wed, 21 Oct 2020 12:49:29 GMT

If I'm understanding right, you'd like to add something like a Lookup Select Box or Reference for Service as well as another Lookup Select Box or Reference for Service Offering dependent on Service on the Incident Record Producer, and map those values to both a Service Reference field and a Service Offering Reference field on the Incident form, correct?

Whichever you choose will depend on the user experience you want. In my experience, I would make Service Offering read only until Service has been selected, as you don't want to try to code for when users want to select the Service Offering first, then try to limit Service based on the Service Offering selection. Also setting reference qualifiers for Reference is easier IMO than Lookup Select Box, but it can be done. Here's another article detailing on how to use reference qualifiers on Lookup Select Box:

https://community.servicenow.com/community?id=community_question&sys_id=ec1559a4db2c2f488e7c2926ca961936

Hope this helps.

Re: Adding Service and Service Offering to Record Producer

J_57 — Wed, 21 Oct 2020 13:54:37 GMT

Ashley; thank you for your assistance. I've now achieved the desired result using References as you recommended.

For anyone else, this is how it’s working.

Two variables added to the form. Field names are business_service and service_offering

Service (or business service) configured as a reference to cmdb_ci_service with a Reference qualifier condition to show only those without a parent. (Works for me but you may want additional qualifiers).

Service Offering (or service_offering) configured as a reference to service_offering with an advanced reference qualifier of;

Javascript:”parent=” + current.variable.business_service

This way, the Service Offering cannot populate until a Service has been selected.

Further improvements welcome.

Re: Adding Service and Service Offering to Record Producer

MarkH1033060920 — Wed, 02 Dec 2020 15:36:09 GMT

Hi J,

Neat solution by the way.

We have an Incident Record Producer similar to this - ours though doesn't have Service on it, just Service Offering and Description fields. We present ours on our Service Portal for our end users (who have no roles in the system).

What we've found is that ours has stopped working for our end users since we upgraded from Madrid to Orlando. The Service Offering reference field just shows "No matches found".

I understand this to be because New York introduced 2 new ACLs on service_offering.

After upgrading to New York the Service Offering field is missing for non-admin users - Support and Troubleshooting (service-now.com)

The link above actually mentions the Service Offering field going missing for non-admins on the task table - not exactly our issue but it details the ACLs that are causing our problem.

If we inactivate these 2 ACLs everything works again. I'm curious... did you also experience this issue, and if so, how did you work around it? Or, are all your users holding a required role (catalog_admin, service_viewer, or cmdb_read)?

Regards,

Mark