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Wizards

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Note
Note: This article applies to Fuji. For more current information, see Wizards at http://docs.servicenow.com

The ServiceNow Wiki is no longer being updated. Visit http://docs.servicenow.com for the latest product documentation.

Overview

Administrators can create wizards to provide a step-by-step sequence of dialog boxes that lead the user through a procedure. For example, a wizard may lead users through reporting an incident (creating an incident record) without opening a list or form.

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Example. Create Incident wizard, step 1.


Note
Note: If you intend to create wizards for the purpose of ordering goods and services from the service catalog, we recommend that you use Service Catalog order guides instead of wizards.


Activating System Wizards

The System Wizards application is not active by default.

To activate system wizards:

  1. Navigate to System Definition > Applications (pre-Calgary release) or System Definition > Application Menus (Calgary release).
  2. In the breadcrumbs, click All to display both active and inactive applications.
  3. Search for System Wizards.
  4. Ensure the Active field is set to true.
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Display active and inactive applications.


Concepts

Wizards are built on the following concepts:

  • Panels - screens that appear in a defined order. Each step in a wizard is represented by a panel. The available panel types are:
    • Wizard panel - prompts user to answer questions
    • Catalog checkout - displays an order confirmation screen
    • Catalog order - displays listings for service catalog items
    • KB viewer - displays a knowledge base article
    • Record generator - creates a record in a table
    • Survey (requires the Survey Wizard plugin)
  • Variables - questions that collect and store user input. Variables are defined in a wizard and can included on more than one panel.
  • Transitions - define logic used to move between panels. Transition logic may be based on user input.

Creating a Basic Wizard

The following example creates a basic wizard that reports an incident. For more advanced examples, see:

Create the Wizard

Create the Wizard

Create the wizard:

  1. Activate the system wizards application, if necessary.
  2. Navigate to System Wizards > Wizards.
  3. Click New.
  4. Enter the wizard Name of Report Incident.
  5. Right-click the header and select Save.


Define Variables

Note
Note: To learn more, see Defining Wizard Variables.


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Define Variables

Define wizard variables:

  1. In the Wizard Variable related list, click New.
  2. Enter the variable details.
    • Type: Multiple Choice
    • Name: incident
    • Question: What are you having difficulties with?
  3. Right-click the header and select Save.
  4. In the Question Choices related list, click New.
  5. Enter Email Issue in the Text and Value fields, and click Submit.
  6. Repeat steps 4 – 5 for the following question choices:
    • Computer Issue
    • Password Reset
  7. In the Wizard Variable related list, click New.
  8. Enter the variable details and click Submit.
    • Type: Wide Single Line Text
    • Name: description
    • Question: Please describe your symptoms


Create Panels

Note
Note: To learn more, see Wizard Panels.


Create the first panel:

  1. In the Wizard Panels related list, click New.
  2. Select a Type of A panel that prompts the user to answer questions .
  3. Enter the panel details.
    • Name: Service Questions
    • Title: Service Desk Wizard
  4. Right-click the header and select Save.
  5. In the Variables related list, click Edit....
  6. Using the slushbucket, select and arrange the variables as listed:
    1. What are you having difficulties with?
    2. Please describe your symptoms
  7. Click Update.
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Create the first panel. Select and arrange the variables.


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Create the second panel options. Computer Incident panel.

Create the second panel options:

  1. In the Wizard Panels related list, click New.
  2. Select a Type of A panel that creates something (like a change request or an incident).
  3. Enter the panel details and click Submit.
    • Name: Email Incident
    • Table: Incident [incident]
    • Final View: ess
  4. Right-click the header and select Save.
  5. In the Field Setters related list, click New.
  6. Enter the field setter details and click Submit.
    • Type: Set field to a variable
    • Field: Short description
    • Variable: description
  7. In the Field Setters related list, click New.
  8. Enter the field setter details and click Submit.
    • Type: Set field to a specific value
    • Field: Category
    • Value: software
  9. Repeat steps 1 – 8 to create additional panels with the values listed in the table.
-- Second Panel Options Table --
Step 3. Panel Name Step 8. Category Value
Computer Incident hardware
Password Incident network


Define Transitions

Note
Note: To learn more, see Wizard Transitions.


Define transitions:

  1. In the Wizard Panels related list, click Service Questions.
  2. In the Wizard Panel Transitions related list, click New.
  3. Enter the transition details and click Submit.
  4. Repeat steps 2 – 3 for all panel transitions in the table.
-- Panel Transition Details Table --
Condition From To
incident is Email Issue Service Questions Email Incident
incident is Computer Issue Service Questions Computer Incident
incident is Password Reset Service Questions Password Incident
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Define Transitions


Test the Wizard

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Test the Wizard

Run through several scenarios to test transition logic and record generation.

Test the wizard:

  1. Navigate to System Wizards > Wizards.
  2. Click Report Incident.
  3. Click Test.
  4. Enter the following information and click Next.
    • What are you having difficulties with?: Email Issue
    • Please describe your symptoms: Can't access email
  5. Verify that a new record is created and the values match step 4.
  6. Repeat steps 1 – 5 to test each multiple choice answer.


Publish the Wizard

Note
Note: To learn more, see Publishing Wizards.


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Publish the Wizard

Create a wizard launcher to make the wizard available through the service catalog homepage:

  1. Navigate to Service Catalog > Wizards.
    If you do not see Wizards under Service Catalog, right-click the Service Catalog application name, click Edit Application Menu, scroll down to the Wizards line, and change the Active setting to true.
  2. Click New.
  3. Enter the wizard launcher details and save the record.
    • Name - Report an Incident
    • Category: Can We Help You?
    • Wizard: Report Incident
    • Active: select the check box


Advanced Customization

An advantage of wizards is the ability to implement advanced, custom functionality with a user-friendly interface. Create advanced wizards using: