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

[Patrick Ouimet1]

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 · Accepted solution]

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;
	}
}

[BDE95]

Hi Mark,

If we wanted all check boxes to be checked off as mandatory, would we be able to just have them check off the box they have completed and update the task, rather than having it say all check boxes need to be checked off before updating. So basically the end goal is to have our team still be able to update the task and check off the items they have completed, but make it mandatory all boxes are checked off before closing the task.

Thanks.

[Mark Stanger]

Just checking on on this one.  Has this question been answered or is there more information I can help you with?  If it's been answered, please mark the answer above as the correct one so people know this has been taken care of.  Thanks!

[ty_roach]

Recommend Checklist Pro.

The problem with the OOB checklists is that they are unreliable, meaning, people can change the content of the checklist item after the fact, add items, delete items, change items.  There's also no guarantee that the same checklist will appear for same situation.  There is no way to restrict who can edit the checklist or when it can be edited (like do you really want people changing checklist responses after the record has been closed).

Enter Checklist Pro.  We built Checklist Pro to solve all those problems and more.  Checklist Pro application administrators can define when checklists get created and associated with records in a table (any table - not just those that extend TASK), when these checklists can be edited, when the associated record is considered "closed" (and thus should prohibit further checklist updates).  We even added the ability to define "Required" checklist items that allow enforcement, thereby preventing a record from closing unless the required items are completed.  We've built convenience Database Views to go with the most common checklist tables, which include TASK, SYSAPPROVAL_APPROVER, CMDB_CI.

They work in the Service Portal as well as in the Classic UI.

They'll work with other Scoped Applications (like HR or SecOps or even custom scoped apps & tables).

For more information contact TyGR LLC or goto our youtube channel to see it in action.

Also - besides the classic Checkbox Item, Checklist Pro allows you to include various data types, including Textbox fields, Date, Integer, Custom Choice Lists and Reference fields.