Dynamic Incident Form

[jonathangilbert]

Morning ServiceNow community

I am posing the question if anyone has attempted or has accomplished a dynamic Incident Form. We have mulitple record producers that create an incident on submission as  our differentTech teams require specific questions and detail for them to be able to resolve the issue, so one simple form is not adequate.

What I am trying to do now is simplify the customer journey by having 1 dynamic  form that has a drop down of all the different Incident Issues, and depending on the option selected, would then display the original specific record producer.

I can achieve a version of this by using a client script that does a redirect to a url depending on the choice selected, but if the user has selected the wrong option, they would have to use the browser "back" action to go back to the dynamic form, which I dont think is the best journey

What I would like to try and do is have the page split into 2 (as shown in the screenshot). The top part woudl be the option to choose which form you want and then once selected, the bottom half of the page would display the selected cat item, but if you change the top option again the bottom option would change again, make sense?. 

Has anyone done anything similar or have any ideas?

[Sandeep Rajput]

@jonathangilbert Instead of achieving this through a record producer, you can choose to create a Service Portal page and with two widgets on top of it. The first widget will have a drop-down which the user will choose and depending up-on the selection the second widget will show the fields associated with the incident type. 

Also you can use widget based broadcasting $emit(), $on() (https://www.dotnettricks.com/learn/angularjs/understanding-emit-broadcast-and-on-in-angularjs#:~:tex... to communicate between the widgets.

A submit button on the form will validate the input and create a record if the inputs are valid.

Hope this helps.

[Maik Skoddow]

Hi @jonathangilbert 

basically, you already have the option to use Catalog UI Policies to disable/enable fields based on a selected value: https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/product/service-catalog-manage... 

Or watch the following small video: https://www.youtube.com/watch?v=a6ta2qBA7Go 

Maik

[Chris D]

The part that makes this dynamic is a single question asking "What do you have an issue with"???

Just put all the record producers in a single category - we call ours "Self-Report Issue" - (remember items can be in multiple categories) and give users an easy shortcut to that category and they can browse the list of record producers in that category. It's not a dropdown, but it can be more useful to users because they can see the item name and short description. Not to mention they could always search like normal and pull up the individual record producers.

If record producers were supported in Order Guides (I doubt it but you can try), that'd be another option. ServiceNow killed Wizards awhile ago and that would've been another option.

As you're envisioning, I agree with the first option of two custom widgets being the best way to achieve that - but I don't see how that effort is worthwhile or sustainable.