ServiceNow Catalog Items

Audience: ServiceNow Administrators and Workflow Developers.

Purpose: Create and configure catalog items for IT service requests.

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Overview

ServiceNow catalog items provide a self-service interface for users to request IT services. This guide covers the process for creating new catalog items.

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Prerequisites

Before starting, create a new Local Update Set in TAMUDev and make it the current set.

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Creating the Catalog Item

Step 1: Basic Configuration

1. Navigate to Service Catalog → Maintain Items → New
2. Configure:

Field	Description
Catalogs	Select appropriate catalog
Category	Select or create new category
Active	✓ Check to enable
Short Description	Brief title
Description	Detailed description

3. Save the item (save again after each step)

Step 2: Item Details

Section	Configuration
Picture	Add icon and picture
Pricing	Set one-time and recurring costs
Portal	Configure portal settings
Info	Select fulfillment group

Step 3: Variables

1. Go to Variables → New
2. Apply template: var:U_category
3. Add another: Variables → New
4. Apply template: var:U_task_action

Step 4: Variable Sets

1. Go to Variable Sets → Edit
2. Look for collections starting with TAMU
3. If needed, create a new variable set for reusable variable groups

Step 5: Add Custom Variables

Add any additional variables needed for the request form.

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Linking to Portal

Create Classification

1. Navigate to Incident → Classifications → New
2. Configure:

Field	Value
Name	Descriptive name
Active	✓ Check
Service	Select service
Assignment Unit	TAMU
Assignment Group	Select group
Cost Center	Select cost center

3. Under New Call:

   • Call type: Request

4. Under Request:

   • Request Item: Select the catalog item
   • Task Action: Request
   • Select appropriate workflows

5. Save the classification

Link Classification to Catalog Item

1. Right-click in the grey header → Copy sys_id
2. Return to the catalog item → Variables
3. Select the Classification variable
4. Paste the sys_id in Default Value

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Testing

1. Access the new catalog item
2. Click Related link → Add to Update Set
3. Request deployment to TAMUTest and TAMUPlay for testing

Test Environment

Environment	URL
TAMUDev	tamudev.service-now.com/tamucs
TAMUTest	tamutest.service-now.com/tamucs
TAMUPlay	tamuplay.service-now.com/tamucs

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Deployment Workflow