Create Multiple Instances of Same Catalog Item in Order Guide Request

jmiskey · ‎08-06-2018

So we have a very involved Order Guide that people are going to be using in Service Portal. Based on the selections that they make in the Order Guide, a handful out of a possible 30 Catalog Items will be presented for them to complete. The issue is that they may need to fill out multiple copies of the same Catalog Item, and I am not sure how to set this up to allow them to do this.

For example, we have a Catalog Item that is a Form to request a new product. It asks all the questions pertinent to setting up that new product. However, they may want/need to request more than one new product. The thought is to maybe have a question at the very bottom of the New Product Catalog Item Form that says something like "Do you have another product that you would like to set-up?", and if they answer "Yes", it creates another blank copy of the New Product Catalog Item Form for them to complete.

Is something like this possible? If so, how do I do this?

Is this is not possible, has anyone come up with any good alternatives?

Thanks.

SanjivMeher · ‎08-09-2018

So you have 3 catalog item Add User to Group, Remove User from Group, Modify Group

If there are common fields which should be there in all the three above catalog items, you should create them as a variable set and use the variable set in all three instead of creating variables.

Now If you want to order multiple instance of the same catalog item

- Either use quantity, if attributes will be same in all the instances

- Train users to use Add to Cart button. If you use Add to cart, it works like your Amazon cart, where you keep adding items you want to purchase and then you do a final checkout.

If I add one instance of my catalog and click Add to cart, it will add that item to my cart. Then I can change some values in there and do an add to cart again.

Then I can go to some other catalog item and add that to the cart too.

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jmiskey · ‎08-06-2018

Interesting, that does open up a whole world of things. What sort of thing would I be looking for here? I see things like Instance Options, Widget Options Schema, Widget in Editor, etc.

Also, if we make any changes here, will it affect just this Order Guide/Catalog Items, or all of our other existing ones as well?

SanjivMeher · ‎08-06-2018

From the line 'they may need to fill out multiple copies of the same Catalog Item', do you mean to say same product with no attribute changes? If the multiple copies will have the same details, you can utilize the quantity field as well.

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jmiskey · ‎08-06-2018

No, it will be a brand new blank entry, where all the field values that they are filling in on the Catalog Item can be different.

It has crossed our mind to just tell them to fill out a new request for each one, but we do not think that will go over well. They are used to an Excel process that they currently use now where they can enter all their requests in one document. With the number of different Catalog Items on the request, making them fill out different ones could result in them having to make a dozen or so individual requests (where they were just making one before!).

SanjivMeher · ‎08-06-2018

How many such catalogs do you have, which can be order multiple times in an Order Guide?

If It is not too many, you can try one option.

On the order guide form itself, ask how many they want to order.

And in the rule base, add condition for each count. Max 5

if Count>1 , Add Item ABC

If Count>2 , Add Item ABC

If count>3 , Add Item ABC

There are also some known issues related to add to cart and order guide on Service Portal. Check the below link

https://hi.service-now.com/kb_view.do?sysparm_article=KB0647479

Please mark this response as correct or helpful if it assisted you with your question.

jmiskey · ‎08-06-2018

So far, my Order Guide has 20 Catalog Items, and they ALL can be ordered multiple times (of course, they didn't mention this fact to me until they tested the 20th one!). There is also no limit to the number of times they may need to order a particular Catalog Item in a single Order Guide request.

Am I "out of luck"?