Empowering User Choice in ServiceNow: Implementing Multi-Select Fields

When designing forms in ServiceNow, providing users with flexible ways to input information is crucial for data accuracy and user satisfaction. A common requirement is to allow users to select multiple options from a predefined list, similar to a multi-select dropdown menu. This is particularly useful when a user needs to associate multiple tasks, categories, or other related items with a single record. Fortunately, ServiceNow offers a straightforward way to implement this functionality. This article will guide you through the process of creating fields that allow for the selection of multiple choices in your ServiceNow forms.

The key to enabling multi-select functionality in ServiceNow lies in utilizing the List field type. This field type is specifically designed to allow users to choose one or more values from a defined set of options. Unlike a standard "Choice" field which restricts users to a single selection, the "List" field provides the flexibility needed for scenarios where multiple selections are necessary.

Understanding the "List" Field Type

The "List" field in ServiceNow offers two primary ways to define the available choices:

1. Referencing Another Table: Similar to a "Reference" field, a "List" field can be configured to reference records from another table within your ServiceNow instance. For example, if you have a table of available "Tasks," your "List" field can point to this table, allowing users to select multiple task records. This is particularly useful when your list of choices is dynamic or managed in a separate table.

2. Specifying Static Choices: Alternatively, you can define a fixed set of choices directly within the configuration of the "List" field. This is suitable for scenarios where the available options are unlikely to change frequently.

Step-by-Step Guide to Creating a Multi-Select "List" Field

Here’s how you can create a "List" field in ServiceNow to allow for multiple selections:

1. Navigate to the Table: Open the ServiceNow table where you want to add the multi-select field. You can do this by navigating to System Definition > Tables and searching for your desired table.

2. Access the Table Configuration: Once you've opened the table record, click on the Columns related link.

3. Create a New Column: Click the New button to create a new column (field).

4. Define the Field Attributes:

   • Type: In the "Type" field, select List.

   • Column name: Enter a unique name for your new field (e.g., u_selected_tasks). The u_ prefix is common for custom fields in the global scope.

   • Label: Provide a user-friendly label for the field that will be displayed on forms (e.g., Tasks).

   • Reference specification (if referencing a table): If you want the choices to come from another table, in the "Reference" field, select the table you want to reference (e.g., Task).

   • Choices (if using static choices): If you want to define static choices, in the "Choices" section, select Add new choice. You can then enter the label and value for each choice.

5. Save the Field: Once you have configured the necessary attributes, click the Update button to save the new field.

Now, when you view the form for records in this table, the field you created will allow users to select multiple options. The appearance might vary slightly depending on your ServiceNow version and configuration, but it will generally provide a mechanism for users to select and deselect multiple items from the list.

Alternative: Using Checkboxes

For scenarios where you have a limited and relatively fixed number of options, you could also consider using multiple Checkbox fields. For each option, you would create a separate checkbox. While this approach works, it can become cumbersome to manage if the number of options is large or if the options change frequently. The "List" field is generally a more scalable and user-friendly solution for handling multiple selections.

Important Consideration for ServiceNow Workspaces

It's worth noting that as of certain ServiceNow releases (like Utah and potentially later), the rendering of "List" fields with static choices might have limitations within the ServiceNow Workspaces interface. In some cases, the choices defined in the platform UI might not be directly visible in the Workspace. If you are primarily using Workspaces and encounter this issue, a potential workaround is to create a dedicated table to store your choices and then configure your "List" field to reference this table. This ensures that the choices are properly rendered within the Workspace environment.

Conclusion

When you need to empower your ServiceNow users to select multiple options from a predefined list, the List field type is your go-to solution. Whether you need to reference a dynamic table of choices or present a static set of options, the "List" field provides the flexibility and user-friendliness required. By following the simple steps outlined in this article, you can easily implement multi-select functionality in your ServiceNow forms. Remember to consider the potential limitations within ServiceNow Workspaces and explore the alternative of referencing a dedicated table if needed to ensure a consistent experience across all ServiceNow interfaces.