Standardization of UX catalog item design.
Have you ever considered having a standardized UX design for your catalog items? The reason for this article was that we quickly discovered that several teams would like to have their own record producer for incident creation, as they all needed some additional variable, some additional question or some additional selection. Suddenly we had 7+ record producer for incident creation, which made it cumbersome for the end user to select the right one. Based on this issue, we created a standardized form with dynamic variable based on application selection.
My suggestion here is not a one stop shop for all, but a suggestion to give inspiration for how things also can be done.
To explain the design in detail.
Baseline on all forms
This is standard which we all know – variable sets. Utilize the same variable set, so you don’t have to create the same variables with same name.
Variables based on need to have
We all know that there are variables that are “needed”. This is the area for the variables that need to be filled out by a user. We need this information to have the right priority, the right reason for the priority or whatever you need in your organization.
Dynamic fields – The need to know, the description and the nice to know
This field is meant for “what is it that we would like to inform the user about, which they need to know”. This can be created dynamically by a catalog client script with a Glideajax calling a script include and utilizing the decisiontableAPI. See an e.g. application is selected, the reference to the application will call the script include which gets the decision from the decision table and then fetch the message from sys_ui_message table. You can see further here in another article: Dynamic template for users to fill out. - ServiceNow Community
Again, above is just to give some inspiration how it can be done, but not how it should be done.
