Service Catalog

Access Service Catalog categories to access the catalog items within.

Enable domain separation in Service Catalog by requesting for the activation of the Service Catalog - Domain Separation plugin (com.glideapp.servicecatalog.domain_separation).

Add advanced capabilities, such as catalog client scripts, data lookup rules, and advanced reference qualifiers to a catalog item.

Add your organization's custom best practices to the Catalog Best Practices article and publish them to make them available to the LLM.

Add a catalog item or order guide to the shopping cart to store at one place and checkout.

Add a catalog item or order guide to the shopping cart to store at one place and checkout.

Add catalog items or record producers to the wish list to review them when required.

Add catalog items or record producers to the wish list to review them when required.

Associate your existing and new catalog items, knowledge base articles, and quick links to the appropriate taxonomy topics so that the catalog items are available in the Employee Center as content in the topics or child topics.

When submitting a catalog item request, this variable lets you upload an attachment for a question of the item.

The break variable displays a horizontal line across the form.

Cascading enables values entered for variables in the initial order form to be passed to the equivalent variables in the ordered catalog items.

The Catalog Agent for Premium chat uses AI Agent conversation through ServiceNow Otto to guide requesters through a conversational catalog request.

Client-side scripts can add dynamic effects and validation to forms. Scripts can apply to service catalog items or variable sets, allowing administrators to use the same functionality that is available on other forms.

You can use service catalog properties to configure search and navigation within the service catalog homepage.

Service catalog enables catalog administrators to configure the layout and functionality of the service catalog cart used in your organization to place requests for catalog items.

You can create variables within an order guide.

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

Variable sets can have one of many layouts. You can define the order of the variables for each item.

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.

ServiceNow includes several options that provide administrators some control over content in service catalog template-driven forms.

Administrators can configure options to hide catalog item prices in the service catalog for listings of specific items, for specific types of items, or for all items.

The overall catalog is made up of a collection of discrete catalog items.

For a catalog item data and configuration, you can identify possible violations from the ServiceNow recommended practices.

Service catalog supports several ways to control access to a catalog item or category. These controls are also known as catalog entitlements.

The LLM topic block is a Virtual Agent topic component that connects a conversational catalog request to ServiceNow Otto. It enables generative AI to interpret requester input during the conversation.

The home page for a service catalog provides the primary front end for ordering items within that catalog. You can configure various elements of the pages within the Service Catalog.

Service catalog enables you to configure cart layouts to add, remove, or change elements of the service catalog shopping cart. Before you migrate your system to use cart layouts, familiarize yourself with existing configurations for catalog content and decide whether to discard or retain these configurations.

Service catalog user criteria records provide access control for service catalog items and categories.

You can modify the checkout form to use an alternate description field or to add request item number for each line.

In the final checkout step, a summary screen provides a list of all items and services ordered.

You can enter data for all records created by the record producer, and redirect an end user to a particular page after the record producer is submitted.

A record producer is a specific type of catalog item that allows end users to create task-based records, such as incident records, from the service catalog.

To place a request from a service catalog, navigate to the catalog home page and select the item to order.

You can run an order guide automatically from within a workflow or a server script, passing parameters to that order guide to define variable values.

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.

You can use scripting to reference any request item variable from a table in scoped and non-scoped environment.

An administrator can control access to content in the service catalog by creating and applying user criteria records.

Categories organize service catalog items into logical groups. Administrators and catalog administrators can create and configure categories, defining their characteristics and adding content such as catalog items to them.

The Data Lookup and Record Matching Support for Service Catalog plugin offers similar features to the general Data Lookup and Record Matching Support plugin.

Order guide submits a single service catalog request that generates several items.

UI policies can be used to define custom process flows for tasks.

You can define a price for every service catalog item. The price or recurring price of a catalog item can be modified with variables, increasing the base price for that item.

Service catalog variables capture and pass on information about choices a customer makes when ordering a catalog item. Variables help define the structure of a catalog item form that is displayed to the customer.

Administrators and catalog administrators often define multiple catalog items that use the same group of service catalog variables. Catalog managers and catalog editors can attach a variable set for items to which they are assigned. However, catalog managers and catalog editors cannot create a variable set.

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.

A catalog item can have a recurring price in addition to an initial price.

The Catalog Portal Page [sc_catalog_view_mtom] table links catalogs to CMS portal pages and defines the default catalog to portal page combination used by URLs.

Conversational Catalog Requests uses a large language model (LLM) to extract variable values from a requester's input and pre-fill catalog item questions, a capability known as slot filling.

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

Every user with a login can view and order items from the Service Catalog from departments within your organization. These catalog items can include goods, services, and information.

The home page for a service catalog lists the goods and services available to order from that catalog.

The Translation Status tab in the Catalog items tab on the Catalog Builder dashboard enables you to view the translation status of catalog items, and translate catalog items on the fly using manual or machine translation methods.

Use this reference to understand the Catalog Agent capabilities, supported request types, constraints, and key considerations when deploying conversational catalog requests.

Reference information of the catalog agent and LLM topic blocks to power conversational catalog requests.

Catalog items can be requested conversationally, depending on how your admin has configured Virtual Agent and which approach is in use. The available approaches help you select the appropriate method for your environment.

The Catalog Builder experience enables you to delegate the creation and maintenance of catalog items.

From the catalog builder, a user can preview a catalog item in a Virtual Agent conversation.

You can create or edit a catalog item (catalog item or record producer) using a visual and guided experience along with specified restrictions. The Catalog Builder experience enables you to delegate the creation and maintenance of the catalog.

AI can generate a catalog client script from a plain-language description of catalog item behavior without requiring you to write code.

Conditions that determine whether a catalog item can deliver a fully conversational experience in the Premium chat interface.

You can use a mobile and track request and approval flows of Service Catalog.

With the catalog item form slot-fill skill, generative AI can automatically complete catalog item forms based on what users search for.

Description of the fields on the Catalog Item form.

Reference topics provide additional information about configuration properties, roles, and more.

This reference describes the in-scope best practices that can be used for catalog item generation. It provides examples of in-scope and out-of-scope best practices and documents the rules for how best practices are applied.

You can save catalog items to your wish list and visit them later to complete the ordering process.

Use Service Portal to configure an improved version of Catalog. You can customize Service Portal where your customers can request catalog items such as service and product offerings. You can use the Service Catalog widgets to build a catalog for your portal.

Service Catalog wizards help you to create wizard like, multi-step experiences.

The check box variable lets you enable and disable options by selecting and clearing it.

Use client-side scripts to define dynamic behavior or validations on this catalog item.

Improve employee engagement with an AI-based catalog search experience in Service Portal and Now Mobile. Intelligent query features enable users to quickly and easily find the answers they need.

Configure the value of a question to populate automatically whenever the value of another question of the reference type changes.

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

Define the behavior of various catalog entities in Now Mobile.

Reduce the implementation time by configuring all catalog items or all record producers at a time for universal request creation.

Enable or disable the Catalog Item Standards feature by configuring the "Catalog item standards" property.

Enable your users to view and request their associated items in the Now Mobile app. If no catalogs are selected, users can view and request items from all catalogs in the system. By default, the app uses Service Catalog.

After you configure the default variable editor for a task-extended table, you can view and edit the values of questions specified by the requester in the record producer. Applicable only for records generated by a record producer.

Define service fulfillment steps while creating a catalog item in Catalog Builder.

Speed up and provide a conversational and streamlined experience based on generative AI while submitting a catalog item request in Virtual Agent. Your organization can increase self-service and reduce operating costs.

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.

Add a step, section, or question to a catalog item wizard so catalog item editors can enter custom details while creating catalog items.

Configure the default width for variables on a catalog item page to specify what percentage of the screen size that it can span.

Install and configure AI in Catalog Builder.

Service Catalog enables users with the Catalog Administrators role (catalog_admin) to set up the service catalog.

The container start, container split, and container end variables define a layout for a container that can hold more variables.

Pre-specify values or provide restrictions for attributes such as catalogs, categories, variable types, and portal settings, which are applicable during the catalog item creation or editing process. You can create a template for a catalog item or record producer.

Create a catalog item conversationally using AI and make the item available in Service Catalog for catalog item requests. You can also define dynamic behavior for your catalog item and apply auto-populate settings.

You can create client scripts to customize the catalog item, such as to control the behavior of the catalog items after they're published.

Make an item available in service catalog for catalog item requests.

Specify a question that the requester should answer before submitting the catalog item.

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.

Expand the coverage of service fulfillment use cases beyond those supported by step types in base system. Using a service fulfillment step type, catalog item owners can define multiple steps that are part of the request fulfilment process.

Define how a catalog item request should be fulfilled by creating simple service fulfillment steps.

Configure catalog UI policies with scripts and multiple catalog UI policy actions in Catalog Builder to facilitate the creation of complex catalog items.

The custom variable inserts a UI macro into the catalog item. Custom with label variable inserts a UI macro with a label.

The date variable creates a widget with a field and calendar to select a date.

Monitor changes in the state and the value of a Service Catalog variable due to catalog client scripts, catalog UI policies, and catalog data lookups. You can diagnose and resolve issues related to such changes, and track client-side scripting errors on this tab.

Analyze the client-side actions affecting the state and values of all variables. You can also get insights into the performance of each script working on the variables.

Analyze the impact of the variable setup in a catalog item on its runtime performance, and identify any issues. You can review the processing time of the catalog item and its variables based on the triggered SQL queries.

Debug whether a user can access a catalog item based on the matched user criteria and fix any issues.

Debug user criteria of catalog items, UI customizations for Service Catalog pages, actions on catalog item variables, performance diagnostics of a catalog item, and so on.

Create and configure declarative actions to enable administrators to configure buttons (wizard actions) in Service Catalog Wizards.

Define a question choice for a variable with service catalog.

Define a regular expression (regex) to validate a variable value.

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

Discard a catalog item that’s in the Draft state in Catalog Builder.

Domain separation is supported in Service Catalog. 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.

You can edit published catalog items conversationally using AI. If you’ve already started editing a published catalog item, you can still use AI to edit the draft of that published catalog item. You can edit variables and UI policies in this mode.

Make changes to an existing catalog item if you have permissions to edit the item.

Edit an existing question if you want to improve it by adding UI policies.

For a record producer submission experience that you can relate to, edit the label of the Submit button.

The email variable creates a widget to enter and select an email address.

Allow a requester to add or edit items in the cart. By default, the cart is disabled in Now Mobile.

Allow push notifications on your mobile device when there is an update for a request.

Modify the Main Menu configuration of the Employee Center to provide the Shopping Cart and Add to Wish List options while requesting catalog items.

Learn how the AI Authoring for Catalog Builder application helps you to create catalog items by simply describing them. AI generates catalog items with more detailed descriptions and question labels.

Conversational Catalog Requests provides a conversational, generative AI-powered experience for submitting catalog item requests through Virtual Agent.

You can use Service Catalog to customize portals where your customers can request catalog items such as service and product offerings. You can also standardize request fulfillment to ensure the accuracy and availability of the items in the catalogs.

The experience for fulfillers streamlines the process of making catalog requests on behalf of others. This tailored workflow leverages parent context, such as incidents or cases, to improve efficiency, accuracy, and traceability of requests.

On the standard ticket page, requesters can quickly access a generative AI summary of the ticket and its recent activity at the top. To display this summary, make sure the Summary fields is set up on the Ticket configuration page and that the ServiceNow Otto in Standard Ticket Page skill is enabled.

Configure a sequence in Playbooks to fulfill items in order guides. Once you define a sequence, you don't have to manually check whether required items have been fulfilled before fulfilling their dependent items.

Access the My Approvals application instance on your mobile app to manage approval requests using your mobile device.

The Catalog Item Standards knowledge base contains a knowledge base article. This article called Catalog Best Practices, has best practices that help AI provide guidance during catalog item creation in Catalog Builder.

AI uses the description that you write to generate a catalog item for you. If you're using AI for creating a catalog item, use these suggestions to describe your catalog item.

The HTML variable lets you provide content with advanced formatting, including images, for a catalog item.

Install the ServiceNow Otto for Creator application from the ServiceNow Store to get AI Authoring for Catalog Builder.

You can integrate Service Catalog with other applications, such as Service Portal and Employee Center.

Use the IP address variable to specify the IPv4 and IPv6 data for a catalog item.

Approve catalog requests, requested items, or change requests from anywhere using the ITSM ServiceNow Agent application.

The label variable displays a label across the form. Labels are formatting elements. No data is collected.

The list collector variable creates an interface that lets you select and add multiple records from a table.

Use this reference to understand the LLM topic blocks capabilities, supported request types, constraints, and key considerations when deploying conversational catalog requests.

The lookup multiple choice variable creates radio buttons using data from a table. Its functionality is similar to the lookup select box variable, which creates a choice list from queried data.

The lookup select box variable creates a choice list using data queried from a table or from a choice list. Its functionality is similar to the lookup multiple choice variable, which creates radio buttons from the same sources.

Manage your assigned catalog request or requested item by approving or rejecting it from anywhere using your mobile device.

Specify related items and articles for a catalog item to provide alternatives and additional information. These items and articles are displayed in the catalog item page in Service Portal and Now Mobile.

The masked variable inserts a field that masks the text entered.

Administrators on upgraded instances must install the com.glideapp.servicecatalog.ui16_portal plugin to migrate from the Core UI catalog experience to the Angular portal.

Monitor aggregated catalog item data like fulfillment automation coverage, translation coverage, and conversational coverage using the Service Catalog Overview dashboard.

The multi-line text variable creates a field that lets you enter multiple lines of text.

The multiple choice variable creates radio buttons for question choices.

Use the Catalog item generation skill to create catalog items of your choice using AI.

Use AI Authoring for Catalog Builder to create catalog items of your choice by giving text inputs.

In addition to catalogs, categories, and topics, AI allows you to set three other key fields for a catalog item: Access, Fulfillment flow, and Portal settings. You can configure these simply by describing your requirements in plain language.

Provides a conversational experience based on generative AI for submitting catalog item request in Virtual Agent.

The Standard Ticket Page Summarization skill allows you to display summaries generated by ServiceNow Otto, providing overviews of recent activities and ticket details.

Use the refine content skill to shorten, elaborate, rephrase, or generate content in the fields by using AI.

AI can generate UI policies with multiple actions from simple natural language.

In addition to the category hierarchy, browse catalog items using the catalog hierarchy for proper context.

You can enable users to request for an item or service, and track or approve requests on mobile using the Now Mobile app.

The numeric scale variable creates a set of radio buttons for a range of options, like a Likert scale.

Description of the fields on the Order guide form.

Submit a request for an item or service and track the progress of your request with the Now Mobile app.

Use the content management system (CMS) to create a custom interface for the service catalog.

Service Catalog enables you to customize the catalog in various ways.

Service Catalog enables users with the Catalog Administrators role (catalog_admin) to set up the service catalog.

Service Catalog enables you to set the security for catalog with user criteria.

The generalized prefill capability for conversational catalog request automatically populates catalog item form fields using data sourced from the requesting user's profile and from the active chat conversation history. This reduces manual data entry for requesters, improves form completion accuracy, and accelerates time-to-submission for service requests raised through the conversational interface.

When catalog item requesters want to order items on portals or Next Experience UI, you can set the catalog items to use the key-value pairs, which prefill the variable values. The requesters can finish forms faster.

You can create a custom table to store lookup data.

Use variables to collect data for record producer fields.

Service Catalog offers a few types of catalog items.

Several types of components are installed with the Service Catalog.

The Service Catalog application uses these roles to manage different aspects of the application.

The Service Catalog application contains properties used to configure various settings in the application.

Service Catalog enables you to use certain scripts.

Administrators and catalog administrators must consider these points before they upgrade to multiple service catalogs.

Variables allow you to specify questions for a catalog item. Several types of service catalog variables are provided. Some variable types accept variable attributes.

Description of the fields on the Record Producer form.

A reference variable references a record in another table. For example, a variable named point_of_contact references the User [sys_user] table.

Use the SC Catalog Item widget in Employee Center to request a catalog item.

Use the SC Catalog Item widget in Service Portal to request a catalog item.

You can create customized catalogs where you can request items such as a specific service or product. With this use case, CSDM provides Service Catalog connection to the service offerings and services.

The Service Catalog lets you create other catalogs (such as the Request Catalog and the Product Catalog) that provide self-service opportunities in the channel you want to use, such as the self-service portal, the mobile app, or the Virtual Agent.

Consider these points while implementing the CSDM framework.

Service Catalog manages and uses CSDM tables. Several ServiceNow products benefit from and add value to Service Catalog.

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 multiple catalog items together as an order guide from the Employee Center for a specific purpose.

Use the SC Order Guide widget on Service Portal to request an order guide with several catalog items for a specific purpose.

Users can submit a request in a Virtual Agent conversation.

You can design a topic conversation in Virtual Agent powered Now LLM by including reusable topic blocks to perform request submission tasks.

You can design a topic conversation in the Virtual Agent powered by Natural Language Understanding (NLU) by including reusable topic blocks to perform request submission tasks.

Before submitting a catalog item request, this variable helps you specify who this request can be submitted for.

This variable displays a formatted label on a catalog item form.

Identify the catalog items that are not designed per ServiceNow recommended practices to run your catalog efficiently.

Validate the continued functionality of Service Catalog after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

Save a draft of a catalog item while requesting it on the Employee Center, Service Portal, and Now Mobile.

Provide easy access to an important item by creating a quick action. For example, you can create a quick action that opens a Service Catalog item.

Scoping support is available to define the limits of entities in Service Catalog.

When you search for a catalog item by a keyword in Service Catalog, the search results are displayed by considering a few fields of the catalog table.

The select box variable creates a list from predefined question choices.

You can configure widgets for the shopping cart, catalog items, and order guides.

Employees can submit requests for service and product offerings using catalog items from the Employee Center portal.

You can use the Service Catalog parameters to identify the parent mapping configuration for a request, and join the service catalog flow from any other flow. For example, from an incident flow, you can create a request, and associate the request with the incident.

Reference topics provide additional information about the lists and forms.

You can configure shopping cart preview screens for the one-step and two-step carts, for the wish list, and for the Classic Mobile app.

You can configure shopping cart status screens for desktop and Classic Mobile orders.

Variable editor displays variable values in fulfiller forms. A requester, while requesting the item, specifies these variable values in the catalog item questions.

Description of the fields for the Catalog Wizard Step, Catalog Wizard Section, Variable, and Catalog Wizard Question forms in Service Catalog wizards.

Use the ServiceNow Service Catalog application to develop comprehensive service catalogs that empower customers with self-service capabilities. Tailor portals to enable customers to request a range of catalog items, including services and product offerings. Additionally, you can standardize request fulfillment processes to ensure the accuracy and availability of items within the catalogs.

Set up the catalog item building process.

When creating or editing a catalog item, you can use plain language to assign values for catalog, category, or topic. If the value you provide matches an existing entry, AI automatically applies it to the item. This streamlines the process and reduces manual data entry.

The single-line text variable creates a field to enter a single line of text.

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.

To display the related information, you can configure the standard ticket page for requested items on the various portals. This configuration verifies a consistent experience when viewing submitted requests in portals.

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.

A content item is a service catalog item that provides information instead of goods or services.

Use ordered item links to provide a link on the ordered item screen that provides more information about an item.

Apply a user criteria record to items and categories, either from the item or category form or from the user criteria form.

Service Catalog enables you to add a catalog item to multiple catalogs and categories.

Audit the variables so that the audit history records all changes to the named variables.

You can avoid enforcing a mandatory field within tabs.

Configure cart layout records to define functionality for widgets or screens in the shopping cart.

Dynamic categories let you organize and display commonly requested items and knowledge articles. Dynamic categories appear on the right side of the service catalog homepage by default.

Configure the number of items that have the Preview section expanded to display item details. You can also change the default number (5) of items and categories that display, and hide the Exists in categories information.

Service Catalog enables an administrator to grant or deny access to a service catalog item or category by company, department, group, user, or location.

Create a catalog data lookup definition record.

Administrators and catalog administrators can create or edit a category.

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.

Create an item variable assignment that enables the catalog admin set up a default value mechanism in the order guide context so that the user can focus only on required values.

You can create an order guide with a two-step or three-step ordering process.

You can add a catalog item to an order guide using specific rules.

Create a user criteria record to define conditions that are evaluated against user records.

Create service catalogs variables to gather information from users ordering a catalog item, for example, to ask users which options they want for the item.

Create a set of variables and add them to multiple catalog items and order guides for reuse.

Administrators with a knowledge of Jelly can customize the look and feel of service catalog carts, either globally or for specific catalog items, using the UI macro capability.

Create or modify renderers using UI macros to provide the rendering instructions. Renderers define a specific look and feel for a catalog or category.

You can create Service Catalog record producers directly from a table record.

You can apply UI policies for catalog items ordered in the service catalog.

Customize the multi-catalog homepage to provide end users with access to multiple catalogs from one homepage.

Customize a catalog homepage to provide end users with access to catalogs from one homepage.

Define individual catalog items using Service Catalog. You can create, edit, and copy catalog items.

Enter help information for a variable to help users determine what info they must provide for a service catalog variable.

You can configure the Classic Mobile layout for categories within a service catalog.

You can create a record producer for tables and database views that are in the same scope as the record producer. Also for tables that allow create access from applications in other scopes.

Clone a request to create up to ten copies (clones) of the same Service Catalog request, for different users, without having to enter the same information multiple times. For example, you can request a new piece of equipment for several specified people, generating multiple individual requests quickly from a single initial request.

The pricing model is useful if you want the price or recurring price to be dynamically calculated based on how a user completes the ordering form. You can extend the pricing model of a catalog item by editing the item price or the recurring price.

Extend the user criteria table when the available user criteria fields are not sufficient. User criteria references various user fields (fields from the User [sys_user] table), such as department, company, and groups. You can extend user criteria with a custom field to include any other user reference field (field from the User [sys_user] table) of interest.

In the Service Catalog, the default quantity choices are 1–10. You can configure the quantity selector with additional choices. This configuration is also applicable in Service Portal.

By default, item descriptions in the smartphone interface are truncated to a maximum of two lines.

Multiple service catalogs enable your organization to offer different sets of services to different teams within the organization, such as IT services, human resources, and facilities management.

When your organization uses the content management system (CMS) as well as Service Catalog, you can select which catalogs are supported within the CMS sites.

Move customization to cart layout widgets, and then enable cart layouts.

Once created, order guides present the customer with a three-step ordering process by default.