ServiceNow Catalog Item & Workflow Creation Guide
1. Catalog Item Creation Approach
1. Requirement Gathering:
- Define the service name, purpose, target users, and fulfillment team.
2. Create Catalog Item:
- Navigate to: Service Catalog > Catalog Definitions > Maintain Items
- Click 'New' > Choose 'Catalog Item'
- Fill details: Name, Catalog, Category, Description
3. Add Variables:
- Go to the Variables related list
- Example:
- Laptop Model (Single Line Text)
- Justification (Multi Line Text)
- Delivery Location (Select Box)
4. Attach Workflow:
- Use a Flow Designer Flow or Legacy Workflow
- Include steps: Approval -> Task -> Notification -> Closure
5. Access Control:
- Define roles and user criteria to control visibility
6. Testing:
- Submit test requests, verify workflow, SLA, and emails
7. Publish:
- Move from Dev -> Test -> Production via Update Sets
ServiceNow Catalog Item & Workflow Creation Guide
2. Workflow Creation Approach
1. Use Case Understanding:
- Example: Laptop request -> Approval -> Fulfillment -> Closure
2. Create Workflow:
- Go to: Workflow > Workflow Editor > New
- Table: sc_req_item
- Activate and publish
3. Add Activities:
- Approval - User
- Create Task
- Notification
- If/Else
- Begin/End
4. Configure Activities:
- Approval from manager (requested_for.manager)
- Task assigned to IT group
- Email to user or approver
5. Attach Workflow to Catalog Item:
- In the item form, select the created workflow
6. Testing:
- Submit request and verify approval, task creation
7. Move to Production:
- Use Update Sets
ServiceNow Catalog Item & Workflow Creation Guide
Workflow Example:
[Begin] -> [Approval: Manager] -> [Create Task: IT Team] -> [Send Notification] -> [End]
3. Approval Activity - Who Approves?
- "Approval - User" activity does not mean the user approves.
- Approver is defined in the activity config.
- Usually set as: current.requested_for.manager
- Meaning: User submits request, Manager approves it.
Summary:
- Requestor submits the request
- Approver (like manager) receives and acts
- Workflow proceeds only after approval
