ServiceNow - Catalog Item Creation | Catalog Item Development | Catalog Item Example - Part 17 - B

ServiceNow - Catalog Item Creation | Catalog Item Development | Catalog Item Example - Part 17 - B

Introduction

In this article, we delve into the detailed process of creating catalog items in ServiceNow. This is crucial for configuring self-service portals where end users can request services or items, and the backend workflow will handle the fulfillment of these requests. Below we will explore how these catalog items are structured and connected with workflows to automate various processes.

Creating Catalog Items in ServiceNow

When an end user accesses the service portal, they can browse through the catalog items, select what they need—be it hardware, software, or any other service—raise a request, which then goes through a pre-defined workflow. Each request will always generate a "Requested Item (RITM)," although it may not always generate a "Catalog Task."

Structure and Workflow

1. Raise Request: Upon raising a request for a service (e.g., Outlook Services), ServiceNow generates a Request Number (REQ).

2. Requested Item: Each request will have one or multiple "Requested Item Number" (RITM) associated with it. The REQ number will have a generic workflow attached, whereas the RITM will have a specific workflow.

3. Catalog Tasks: Specific to each RITM, zero or more Catalog Tasks (CTASK) might be generated. These tasks are based on the workflow assigned to each item.

4. Completion Criteria: For a request to be marked as complete, all the RITMs and their respective tasks must be closed.

Multi-Item Requests

When raising a request for multiple items (e.g., Outlook, Mobile, Mouse, Keyboard, Storage), the system creates multiple RITMs, each with its own set of tasks and workflow. The entire request will only be marked as completed once all the RITMs and their tasks are closed.

Creating Catalog Items and Variables

1. Navigate to Maintain Items: Use the "Maintain Items" module to start creating a new catalog item.

2. Provide Basic Information: Fill in fields like Name, Catalog, Category, and Short Description. Optionally add metadata for search keywords.

3. Attach Workflows: Define workflows using either Flow Designer or execution plans. The default ServiceNow execution plan can be used, which you can customize later.

4. Icon and Picture: Upload icons and images that represent the catalog item visually.

Defining Variables

Variables are fields that users fill out when requesting the catalog item. Here's how you define them:

1. Create Variables: Define fields like "First Name," "Last Name," "Email," etc., specifying types and help texts.

2. Variable Sets: For reusability, create a variable set, which is a group of variables that can be reused across multiple catalog items.

Example of Student Registration Form

An example catalog item, "Student Registration," can be created with variables like First Name, Last Name, Email, etc. These variables will be displayed on the service portal.

1. Save and Validate: Ensure all fields have the correct order and type for better user experience.

2. Workflow Customization: Tie custom workflows to your catalog item to automate processes like approvals, notifications, etc.

Keywords

• ServiceNow
• Catalog Item
• Workflow
• Requested Item (RITM)
• Catalog Task (CTASK)
• Service Portal
• Variable Sets

FAQ

Q1: What is the difference between REQ and RITM in ServiceNow? A1: A REQ is a Request Number generated for each request raised in ServiceNow. A RITM (Requested Item Number) is a unique identifier for each item requested under the REQ. Each RITM will have its own specific workflow while the REQ typically has a generic workflow.

Q2: What are Catalog Tasks in ServiceNow? A2: Catalog Tasks (CTASK) are specific tasks generated under each RITM based on its workflow. These tasks need to be completed for the RITM to be closed.

Q3: Can I create reusable variables in ServiceNow? A3: Yes, you can create reusable variables by defining them in a Variable Set. Variable Sets allow you to group variables that can be reused across multiple catalog items.

Q4: How do I attach a workflow to a catalog item in ServiceNow? A4: You can attach a workflow to a catalog item by selecting or creating a specific workflow using the Flow Designer or using default execution plans provided by ServiceNow.

Q5: What happens if a request in ServiceNow has multiple RITMs? A5: Each RITM will follow its own workflow and generate its own set of Catalog Tasks. The request will be marked as complete only when all corresponding RITMs and their tasks are closed.