how to create a service catalog Item for users offboarding account with no approval

[pavani_paluri]

Hi @TashaFletcher ,

1. Make a request form
Create a catalog item called “User Offboarding.”
Think of it like a web form where HR types in the employee’s name, last day, and maybe department.

2. Decide what info you need
Add fields like:
Employee name
Employee ID
Last working day
Department

(Only the essentials so HR doesn’t waste time.)

3. Tell the system what to do
Behind the scenes, connect this form to a workflow.
The workflow is just a checklist of tasks the system should kick off automatically, like:
Disable their login account
Remove email access
Collect laptop/phone
Take them off mailing lists

4. Skip approvals
Normally, requests wait for a manager to click “approve.”
In your workflow, don’t add any approval steps.
That way, as soon as HR submits the form, the tasks start right away.

5. Control who can use it
Make sure only HR or IT staff can see and use this catalog item.
That prevents random employees from offboarding people by mistake.

6. Test it
Try submitting a fake offboarding request.
Check that tasks are created instantly and no approval is asked for.

7. Publish it
Once it works, HR/IT can use it anytime someone leaves the company.

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for

Kind Regards,

Pavani P

[Deepak Shaerma]

Hi @TashaFletcher 

To create a Service Catalog item for user offboarding with no approvals in ServiceNow, begin by navigating to the Service Catalog application in your instance and selecting the Maintain Items module under the Catalog Definitions section. Once the list of items loads, click the New button to create a fresh record. In the Name field, enter a clear title such as User Offboarding Request, and ensure you select the appropriate Catalog and Category so users can easily find it. You should also fill in the Short description and Description fields to explain that this form is for terminating user access. After entering the basic details, save the record by right-clicking the header and selecting Save.

Next, you need to add the necessary questions by scrolling down to the Variables related list and clicking New. You will likely need variables for the employee's name, their termination date, and perhaps a reason for leaving. For the employee name, choose the Reference type and point it to the User [sys_user] table. For the date, use the Date type. Create as many variables as required to capture the data your team needs to process the request, submitting each one until the form is complete.

To ensure the request skips any approval process, you must configure the fulfillment flow. Click on the Process Engine tab on the catalog item record. Here you will see a field for Flow or Workflow. If you are using Flow Designer, which is the modern standard, create a new Flow that triggers on the Service Catalog. In that Flow, do not add any "Ask for Approval" actions. Instead, simply add the actions required to fulfill the request, such as creating a Catalog Task for the IT team to disable the account or running a script to lock the user out immediately. Once your Flow is published, return to the catalog item's Process Engine tab and select your new flow in the Flow field. If you are using the older Workflow editor, the logic is the same; create a workflow that transitions directly from Begin to your task or script activities without any Approval - User or Approval - Group activities in between.

Finally, test the item by clicking the Try It button on the catalog item record. Fill out the form and submit it. Check the Requested Item (RITM) that is generated to confirm that the state moved directly to work in progress or closed, depending on your flow, and that no approval records were generated in the Approvers related list. Once verified, you can make the item active by checking the Active box on the main record and saving it again.

Happy to help! If this resolved your issue, kindly mark it as the correct answer ✅  and Helpful and close the thread 🔒 so others can benefit too.

Warm Regards,

Deepak Sharma

Community Rising Star 2025