Need Ideas around creating a sinlge intake form in SNOW for SNOW related Enhancements /Requests

[ChristineC86591]

I'm looking for guidance and best practice here from the ServiceNow community. My team supports SNOW operations in the company. often times, they receive a generic request to build Forms or Workflows in Service Now without providing clear requirements. This causes additional follow ups, and unnecessary meetings. We are thinking of creating an intake form for SNOW related enhancement and requests like Building Access Forms and building Workflows are the two common requests. The idea is to get the users in the habit of providing requirements based on a list of questions. Any idea if you have something like this implemented at your company or if you had similar issue and helped improve it? Thanks

[Nishant_Shelar]

This is actually a pretty common challenge. The best way to handle it is by creating a structured “ServiceNow Enhancement Request” catalog item. It really helps reduce back-and-forth and makes things much easier for the dev team.

What usually works well is keeping the initial form simple, and then showing more specific questions based on what the user selects.

Basic structure

Start with a few common fields:

• Request Type (New item, modify existing, workflow, etc.)

• Business justification

• Who will use it

• Approx expected volume

For catalog item requests

Instead of asking users to type everything in free text, it’s much better to give them an Excel template for variables.

Ask them to fill things like:

• Label

• Type (text, reference, choice, etc.)

• Choices (if applicable)

• Mandatory (yes/no)

• Help text

This saves a lot of time later when building the form.

For workflow/flow requests

Ask a few key things upfront:

• Who should approve

• Which group will work on it

• What tasks should be created

• Any notifications needed

• SLA expectations

One important tip

The biggest challenge is getting users to actually follow this process. If someone sends a request over chat or email, just redirect them to this form. Once people get used to it, things become much smoother.

This approach is pretty standard and works well in most teams.

[ChristineC86591]

Thank you this is very helpful. do you have an example of an excel template that you can share?

[Nishant_Shelar · Accepted solution]

Tab 1: Basic Details & Governance

This tab defines the "Who, What, and Where" of the catalog item.

Field	User Input / Description
Request Name	The formal name of the Catalog Item.
Request Type	New item, modification, or workflow change.
Business Justification	Why is this item being created?
Business Owner	Name/Email of the person who approves the logic.
Target Audience	Who is allowed to see/request this? (e.g., All Employees, HR only).
Catalog Category	Where should this live? (e.g., Hardware, Software, Facilities).
Search Keywords	Tags to help users find this via search.
Expected Volume	Estimated requests per month (helps with license/load planning).
Icon / Image	Description or file name for the portal thumbnail.

Tab 2: Form Variables & Logic

This is the "technical blueprint" for the fields the user will fill out.

Order	Label	Variable Type	Choices (if any)	Reference Table	Mandatory (Y/N)	Visibility	Default Value	Help Text / Instructions
100	Environment	Choice	Dev, Test, Prod		Y	Always visible		Select target env
200	Application	Reference		cmdb_ci_appl	Y	Always visible		Select application
300	Justification	Multi-line			N	Show if Prod selected		Explain the need
400	Attachment	File			Y	Always visible		Upload approval email
500

Tab 3: Workflow, Approvals & SLA

This defines what happens "behind the scenes" after the user hits Submit.

Requirement	Details / Specifics
Approvals Needed	List in order (e.g., 1. Manager, 2. Dept Head, 3. Security).
Rejection Logic	What happens if rejected? (Close ticket, notify user, or allow edit?).
Fulfillment Group	The specific team that will resolve the ticket.
Catalog Tasks	Task 1: [Description] -> [Group]; Task 2: [Description] -> [Group].
Notifications	Who gets an email at: Submission, Approval, Completion, Rejection?
SLA Expectations	Resolution time (e.g., 2 Business Days).
Post-Flow Action	Does this update an asset record or the CMDB?

This is just for your reference; you can update the Excel as per your needs.

Hope this helps! 😊 If it worked for you, please mark it as correct ✅ so others can benefit too.

[ChristineC86591]

Yes, thank you very much. I will review this with my team and ask follow up questions if any 🙂