Service Catalog Development for ServiceNow

The Service Catalog allows users to request services and items through a self-service portal.

Catalog Components

Component Purpose Example

Catalog Container for categories IT Service Catalog

Category Group of items Hardware, Software

Item Requestable service New Laptop Request

Variable Form field on item Laptop Model dropdown

Variable Set Reusable variable group User Details

Producer Creates records directly Report an Incident

Order Guide Multi-item wizard New Employee Setup

Catalog Item Structure

Catalog Item: Request New Laptop ├── Variables │ ├── laptop_model (Reference: cmdb_model) │ ├── reason (Multi-line text) │ └── urgency (Choice: Low, Medium, High) ├── Variable Sets │ └── Delivery Information (Address, Contact) ├── Catalog Client Scripts │ ├── onLoad: Set defaults │ └── onChange: Update price ├── Workflows/Flows │ └── Laptop Approval Flow └── Fulfillment └── Creates Task for IT

Variable Types

Type Use Case Example

Single Line Text Short input Employee ID

Multi Line Text Long input Business Justification

Select Box Single choice Priority

Check Box Yes/No Express Delivery

Reference Link to table Requested For

Date Date picker Needed By Date

Lookup Select Box Filtered reference Model by Category

List Collector Multiple selections CC Recipients

Container Start/End Visual grouping Hardware Options

Macro Custom widget Cost Calculator

Creating Catalog Variables

Basic Variable

// Via MCP snow_create_catalog_variable({ catalog_item: "laptop_request", name: "laptop_model", type: "reference", reference: "cmdb_model", reference_qual: "category=computer", mandatory: true, order: 100, })

Variable with Dynamic Default

// Variable: requested_for // Type: Reference (sys_user) // Default value (script): javascript: gs.getUserID()

Variable with Reference Qualifier

// Variable: assignment_group // Type: Reference (sys_user_group) // Reference Qualifier:

// Simple: active=true^type=it

// Dynamic (Script): javascript: 'active=true^manager=' + gs.getUserID()

// Advanced (using current variables): javascript: 'u_department=' + current.variables.department

Catalog Client Scripts

Set Defaults onLoad

function onLoad() { // Set default values g_form.setValue("urgency", "low")

// Hide admin-only fields if (!g_user.hasRole("catalog_admin")) { g_form.setDisplay("cost_center", false) }

// Set default date to tomorrow var tomorrow = new GlideDateTime() tomorrow.addDays(1) g_form.setValue("needed_by", tomorrow.getDate().getValue()) }

Dynamic Pricing onChange

function onChange(control, oldValue, newValue, isLoading) { if (isLoading) return

// Get price from selected model var ga = new GlideAjax("CatalogUtils") ga.addParam("sysparm_name", "getModelPrice") ga.addParam("sysparm_model", newValue) ga.getXMLAnswer(function (price) { g_form.setValue("item_price", price) updateTotal() }) }

function updateTotal() { var price = parseFloat(g_form.getValue("item_price")) || 0 var quantity = parseInt(g_form.getValue("quantity")) || 1 g_form.setValue("total_cost", (price * quantity).toFixed(2)) }

Validation onSubmit

function onSubmit() { // Validate business justification for high-cost items var cost = parseFloat(g_form.getValue("total_cost")) var justification = g_form.getValue("business_justification")

if (cost > 1000 && !justification) { g_form.showFieldMsg("business_justification", "Required for items over $1000", "error") return false }

// Validate date is in future var neededBy = g_form.getValue("needed_by") var today = new GlideDateTime().getDate().getValue() if (neededBy < today) { g_form.showFieldMsg("needed_by", "Date must be in the future", "error") return false }

return true }

Variable Sets

Creating Reusable Variable Sets

Variable Set: User Contact Information ├── contact_name (Single Line Text) ├── contact_email (Email) ├── contact_phone (Single Line Text) └── preferred_contact (Choice: Email, Phone, Either)

Use in multiple catalog items:

• New Laptop Request
• Software Installation
• Network Access Request

Accessing Variable Set Values

// In workflow or script var ritm = current // sc_req_item

// Access variable from variable set var contactEmail = ritm.variables.contact_email var preferredContact = ritm.variables.preferred_contact

Catalog Workflows/Flows

Approval Pattern

Flow Trigger: sc_req_item created ├── If: Total cost > $5000 │ └── Request Approval: Department Manager │ └── If: Rejected │ └── Update: RITM state = Closed Incomplete ├── If: Total cost > $25000 │ └── Request Approval: VP ├── Create: Catalog Task for Fulfillment └── Wait: Task completion

Fulfillment Script

// In catalog item's "Execution Plan" or workflow

var ritm = current // sc_req_item

// Create an incident from catalog request var inc = new GlideRecord("incident") inc.initialize() inc.setValue("short_description", ritm.short_description) inc.setValue("description", ritm.description) inc.setValue("caller_id", ritm.request.requested_for) inc.setValue("category", ritm.variables.category) inc.setValue("priority", ritm.variables.urgency) inc.insert()

// Link incident to request ritm.setValue("u_fulfillment_record", inc.getUniqueValue()) ritm.update()

Record Producers

Creating Incidents via Catalog

// Record Producer: Report an Issue // Table: incident // Script:

// Map variables to incident fields current.short_description = producer.short_description current.description = producer.description current.caller_id = gs.getUserID() current.category = producer.category current.subcategory = producer.subcategory current.priority = producer.urgency == "urgent" ? "2" : "3"

// Set assignment based on category if (producer.category == "network") { current.assignment_group.setDisplayValue("Network Support") } else { current.assignment_group.setDisplayValue("Service Desk") }

Order Guides

Multi-Step Request Wizard

Order Guide: New Employee Onboarding ├── Step 1: Employee Information │ └── Variable Set: Employee Details ├── Step 2: Hardware Selection │ ├── Catalog Item: Laptop │ ├── Catalog Item: Monitor │ └── Catalog Item: Peripherals ├── Step 3: Software Requests │ └── Rule: Show software based on department ├── Step 4: Access Requests │ └── Cascade Variable: Copy employee info └── Submit: Creates multiple RITMs

Order Guide Rule

// Rule: Show software items based on department function rule(item, guide_variables) { var dept = guide_variables.department

// Show engineering software only for Engineering if (item.name == "Engineering Software Suite") { return dept == "engineering" }

// Show finance software only for Finance if (item.name == "Financial Tools") { return dept == "finance" }

return true // Show all other items }

Pricing & Approvals

Dynamic Pricing

// Catalog Item Script (Pricing) // Runs when item is added to cart

var basePrice = parseFloat(current.price) || 0 var quantity = parseInt(current.variables.quantity) || 1 var expedited = current.variables.expedited == "true"

var total = basePrice * quantity if (expedited) { total *= 1.5 // 50% rush fee }

current.recurring_price = 0 current.price = total

Approval Rules

Approval Definition: High-Value Purchases Condition: total_cost > 5000 Approver: requested_for.manager Wait for: Approval Rejection action: Cancel request

Best Practices

• Variable Naming - Use descriptive, lowercase names (no spaces)

• Variable Sets - Reuse common variable groups

• Reference Qualifiers - Filter to relevant records only

• Client Scripts - Minimize server calls (use GlideAjax sparingly)

• Fulfillment - Create tasks, don't complete directly

• Testing - Test as different user roles

• Mobile - Test catalog items on mobile/tablet

• Documentation - Add help text to variables