Select Requested For in the Portal and the Next Experience UI

[Waffle]

Hello,

We have users who have the same name, but different middle name. When the manager submits a catalog item in the Next Experience UI or the Portal and they need to choose the Requested for, we want them to be able to type in the first name and last name, and display all of the user records that match the search.

For example, if our database has John Smith, John M. Smith and John L. Smith, We want the manager to enter John Smith in the Requested for field, and the display John Smith, John M. Smith and John L. Smith instead of just John Smith record. 

Is this possible?

Thanks,

[ChrisBurks · Accepted solution]

Hi @Waffle 

This is one way of doing it. Adding attributes to the reference type variable.

Reference: https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/service-catalog-man...

[Waffle]

Hello @ChrisBurks ,

Thanks for the advice. Adding a middle name column in the option will work only if the manager only enters the first name. Ultimately what we want is when the manager wants to both first and last name, it will shows all the possible results including the ones with the middle name. This is bit like AI search, not sure if this is possible within a reference field search. But I'll try adding the middle name column and see if this helps resolves the issue.

Thanks,

[James Chun]

Hi @Waffle,

You can add a column(s) such as the middle name in the variable as Chris mentioned.

But ultimately, what you are trying to do is uniquely identify the employees.

Although this could be very rare, you may have employees with the same names (including the first, last, and middle names).

Also, you need to take into account that a manager may not know the middle names of their employees.

With the above in mind, what you are trying to do may not actually solve the issue.

That leads to the question of how can manager uniquely identify the employees?

You may be able to use the email address, employee number, department, or some other attribute that can help with the identification.

That would really depend on your business and something you should be able to figure out.

Hope that helps, cheers.