Redirecting Users After ServiceNow Record Producer Submission in Service Portal

ServiceNow's Service Portal offers a user-friendly interface for accessing services and submitting requests. A key component of this experience is the Record Producer, which simplifies the process of creating new records. By default, upon submitting a Record Producer within the Service Portal, users are typically redirected to either their newly created ticket or the Service Portal homepage. However, your specific workflow might require a more tailored approach. This article will guide you on how to redirect users to a specific Service Portal page after they submit a Record Producer, enhancing their overall experience and ensuring they land exactly where you intend them to.

When a user submits a request through a Record Producer in the ServiceNow Service Portal, the system offers a couple of standard redirection options. These are usually configured within the "Redirect to" field of the Record Producer setup, offering choices like "Ticket" or "Service Portal Homepage." While these options cater to common scenarios, they might not always align with your desired user journey. For instance, you might want to direct users to a specific catalog page, an information hub relevant to their submission, or even a confirmation page with additional instructions.

The Limitation of Default Redirection: The built-in "Redirect to" functionality provides limited flexibility, often leaving administrators seeking more control over the post-submission experience.

The Solution: Leveraging Scripting for Custom Redirection

The good news is that ServiceNow allows for custom redirection logic through scripting within the Record Producer itself. By adding a simple script, you can define precisely which Service Portal page a user should be directed to after submitting their request.

Step-by-Step Guide to Implementing Custom Redirection

1. Navigate to Record Producers: In your ServiceNow instance, navigate to Service Catalog > Record Producers.

2. Open Your Target Record Producer: Locate and open the specific Record Producer you want to modify.

3. Access the Script Section: Scroll down to the Script section of the Record Producer form.

4. Add the Redirection Script: Within the script field, you will add the following line of code:

   JavaScript

producer.portal_redirect = "sp?id=<your_portal_page_ID>";

5. Replace Placeholder with Your Page ID: You need to replace <your_portal_page_ID> with the actual ID of the Service Portal page you want to redirect users to.

6. How to Find the Service Portal Page ID

   • Navigate to Service Portal > Service Portal Configuration > Designer.

   • Locate the page you want to redirect to in the designer interface.

   • Click on the page title. The page details will appear in the right-hand pane.

   • The ID of the page is what you need to copy and paste into the script. For example, if you want to redirect to the main catalog page, the ID is often sc_home. If it's a custom page you created, it will have a unique ID.

Example Scenario

Let's say you have a Record Producer for reporting a new issue. After the user submits the issue, you want to redirect them to a specific Service Portal page containing helpful resources and FAQs related to common issues. You would find the ID of this resources page (e.g., kb_view) and update your Record Producer script like this:

JavaScript

producer.portal_redirect = "sp?id=kb_view";

Use Cases for Custom Redirection

• Directing to Confirmation Pages: After submitting a request, guide users to a dedicated confirmation page displaying their request details and a thank you message.

• Linking to Relevant Information: Redirect users to a knowledge base article or a FAQ page that might answer follow-up questions related to their submission.

• Guiding to Next Steps: If the submission triggers a specific workflow or requires further action from the user, redirect them to the appropriate page in the portal.

• Custom Catalog Views: After submitting a request for a specific category, redirect the user back to the catalog page with that category pre-filtered.

Redirection within the Platform UI (For Context)

While the original question focused on Service Portal, it's worth noting that if a Record Producer is submitted from the standard platform UI, you can use the following script for redirection:

JavaScript

producer.redirect = "home.do";

or replace "home.do" with the specific URL or path within the platform you want to redirect to.

Considering Dynamic Redirection:

The provided solution offers a static redirection to a specific page. For more advanced scenarios where the redirection needs to be dynamic based on the user's input or other conditions, you can incorporate more complex scripting using GlideRecord to query data and conditional logic to determine the appropriate producer.portal_redirect value.

Conclusion

Customizing the redirection after a Record Producer submission in the ServiceNow Service Portal is a simple yet powerful way to enhance the user experience. By utilizing the producer.portal_redirect script, you can guide users to specific pages relevant to their requests, providing them with immediate access to confirmation messages, helpful resources, or next steps. This level of control allows you to tailor the user journey precisely to your organization's needs, making the Service Portal a more intuitive and efficient platform for your users. The next step is to identify the key Record Producers in your Service Portal and determine which would benefit from a custom redirection flow. Implement the provided script, ensuring you use the correct ID of your target Service Portal pages, and test the functionality thoroughly to ensure a seamless user experience.