Request Management

An execution plan contains one or more task templates. Each task template defines work that can be completed by a specific fulfillment group.

The service catalog defaults to one-step checkout model, but also allows two-step checkout. Administrators and users with the catalog_admin role can enable and configure the two-step checkout model and control how the delivery address is populated.

An execution plan describes how a catalog item is procured, configured, and installed.

An execution plan contains one or more execution plan tasks, such as for obtaining approval. Execution plan tasks are assigned to a fulfillment group.

Request Management allows employees to submit requests for services, products, or information through a self-service portal. It streamlines fulfillment workflows, reduces manual effort, and improves visibility into request status for both users and agents.

Each Service Catalog catalog item has an associated execution plan, used whenever an item of that type is ordered; if no plan is specified, the default plan is used. This default is effective for most organizations, but your execution plan may need to vary based on additional criteria.

Two service catalog workflows are provided in the base system. Use the Graphical Workflow Editor to modify the default workflows or to create additional service catalog workflows. Service catalog workflows support domain separation.

Service catalog enables you to associate execution plans with catalog items.

Define the default behavior when no roles are specified in the glide.sc.req_for.roles property.

You can configure a mapping that specifies the association between the parent record and the request record.

Define request filters to filter incidents, requests, or tasks under the Self-Service My Requests module in ServiceNow AI Platform, the My Requests widget in Service Portal, and the My Requests applet in the Now Mobile app.

Configure Request Management to enable the agents to efficiently manage multiple incidents, catalog requests, and catalog tasks.

You can create a catalog request to join the Service Catalog flow from a different flow. For example, from an incident flow, you can create a request, and associate the request with the incident. It helps you in tracking the requests associated with an incident and vice versa.

As a routing agent, create a request from a universal request and then assign it to the appropriate assignment group. The request manager handles the requested items and takes further actions to fulfill the request.

You can create a catalog request in Agent Workspace to join the Service Catalog flow from a different flow. For example, from an incident flow, you can create a request, and associate the request with the incident. It helps you in tracking the requests associated with an incident and vice versa.

You can request a catalog item on behalf of another user or multiple users using the Requested For variable.

This is an overview of domain separation in Request Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

Request Management allows catalog items to be requested and fulfilled based on defined flows.

Map your requested items states to the universal request (UR) states to provide a better user experience during the requested item state transition and to track the progress of the request.

Several user roles are installed with the activation of the ITSM Roles - Request Management plugin (com.snc.itsm.roles.request_management).

Transfer a request to another department with or without resolution to fulfill the request.

When a user orders a catalog item, a request is created that follows a fulfillment process. A fulfillment process defines the steps to request approval, assign fulfillment tasks, and fulfill requests. Workflow Studio flows, workflows, or execution plans are used to define fulfillment processes.

Request the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM Roles — Request Management plugin (com.snc.itsm.roles.request_management) to gain more control over the access that different service desk agents, technicians, and managers have within your Request Management process.

Request Management defines the data model and processing flow for catalog item requests, from cart creation through record fulfillment.

Reference topics for Request Management.

Integration of Request Management with the Universal Request application extends the capabilities of Universal Request and enables your employees and agents to create a universal request by submitting a request from a catalog item or record producer. This integration provides a consistent ticketing experience and facilitate inter-department request transfers.

The state closure in the request fulfillment process of a catalog item depends on the status of the associated catalog tasks, request items, and the request. It is applicable only for execution flows.

You can add activities to a workflow to perform tasks such as running a script, sending notifications, or requesting approvals. Activities can succeed or fail, which can result in actions performed by other activities.

Create service catalog workflows when the default workflows are not appropriate for a fulfillment process.

Administrators and catalog administrators can create and manage execution plans and the associated variable tasks.

Publish the catalog workflow to make it available for use in the system.

Request Management allows catalog items to be requested and fulfilled based on defined flows.

View request notifications that are sent during specific events in a catalog request life cycle. These notifications are sent to various recipients including the Employee Center and ITIL users.