Create a service fulfillment step type

[Jacob_Heubner]

Good evening.

I'm trying to get a better understanding of the capabilities of the Service Request Fulfillment Flow Designer flow, in an attempt to enable a Citizen Developer program in our organization.  I see that out of the box, I can easily add a Task and Approvals.  The documentation https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/service-catalog-management/... implies it's possible to generate other actions, but, trying to extend the sc_service_fulfillment_step table, but states: the Domain master attribute should be added and its value should be set as service_fulfillment_stage.

I'm unclear on this step.  I have extended the table, I have built out a subflow, built out the record producer, tested the catalog item and my new task type action is present and my new questions get asked, but the record doesn't generate.  If I manually test the subflow in Flow Designer, I get the results I expect, but it doesn't seem like my custom item is attached to the main flow 

Does anyone have working examples of a custom Service Request Fulfillment step?

[Nizam]

Catalog Request Items are useful for lower-volume, simpler requests or for requests that are highly aligned to orders. Workflow is used to create tasks or approvals.

Create a table by extending the Service Fulfillment Step [sc_service_fulfillment_step] table and add fields to store the additional input. For example, to create a step type for email notifications, the email id and body are the additional input provided by the catalog item owner while defining the steps. So, fields for email id and body should be added to the extended table to store the input.

Note: Ensure that the new table has similar ACLs as that of the Service Fulfillment Step [sc_service_fulfillment_step] table.

For tables extending the Service Fulfillment Step [sc_service_fulfillment_step] table, the Domain master attribute should be added and its value should be set as service_fulfillment_stage. The domain of a service fulfillment step is then inherited from the catalog item.

[Jacob_Heubner]

Yes, that's the document I posted. What does it mean, "the Domain master attribute should be added and its value should be set as service_fulfillment_stage."

[Jacob_Heubner · Accepted solution]

Ok, I never did figure out what this means: the Domain master attribute should be added and its value should be set as service_fulfillment_stage. But, I did figure out what I was doing wrong.

I had completed steps 1, 2 and 3, but in step 4, I had the subflow pointing to the out of the box Task subflow, so my custom flow wasn't being triggered.  Once I made that update, my custom actions worked as expected.  

[Jonah Piascik]

Hi @Jacob.Heubner - I was just looking into the step-based service fulfillment flow, and was hoping to do something similar to what you are doing, creating a custom step type that can kick off a subflow built for a specific purposes.  For my use case, I'm hoping to build out some subflows that will perform integration actions on Active Directory Groups (i.e. add user to group, remove user from group, create group, etc.).  Is this similar to what you were doing, and do you think this would be possible?  I'm wondering if we might even be able to leverage some of the building blocks in the 'Access Management Automation' store app.  Thanks.