How do I create a Catalog Task form to submit account unlock or password resets to an Active Directory server or other servers?

[kevin_eldridge]

My task is to create a Catalog Task form, which is modified from the original out of the box catalog task form, from a Catalog Item, which will allow an employee of the company to submit a request to unlock their account or submit a password reset request to the Help Desk. I have tried working in my Developer environment to test this, but am not having much luck with it thus far.

The fields on the form so far are as follows:

Left Column	Right Column
Number	Approval
Requester Name	Priority
Requester E-mail	Priority
Requester Phone Number	Status
Assignment Group	Request Item
Assigned To	Opened By
Due Date
Short Description
Description

I have renamed the State field to Status and Requested for to Requester Name.

I have created a Catalog Item called Account unlock/Password reset for this and am thinking I need to do this via Workflow. But need some assistance with this. If anyone can provide some help, it would be most appreciated. If you need further details, please let me know. We are attempting to create a portal where users can submit requests via a more automated approach.

Thank you,

Kevin

[kevin_eldridge]

Hello Pradeep,

I appreciate the information you provided on the thread. This is very helpful. I will be reading for a bit and then testing this in my development environment. I agree with you about the Record Producer. We are eventually going to want to implement this to ESS users or users with no Company/Role. The Record Producer or Catalog Item would probably be the best for future growth and not needing to re-write the system I am attempting to implement.

If I had enough time I would implement the Record Producer method, but will probably go with the View Management and Access Control Rules for now. I do not like it. But, time constraints are not my friend right now.

Thank you,

Kevin

[kevin_eldridge]

Hello pradeepksharma,

I do have a follow up question. I created a View for the Catalog Task form. I am still working on the View Management aspect of this and trying to define the ACL's for this to properly work. I feel like I am getting closer, but not there yet.

I saw a post today on the community, Re: How to handle requests not in the service catalog , that looks a lot like what I am trying to implement in our environment. The picture looks very similar to what I am after.

I see that she is using a Variable Set to produce the effect she is after. What are your thoughts on this?

Thank you again,

Kevin Eldridge

[kevin_eldridge]

Hello pradeepksharma,

I do not think I was clear enough in my initial question of what I am looking for. We are looking to create Catalog Tasks directly for things such as Account Unlock and Password Reset requests. I am sure this would be partially served by implementing the Password Reset plug-in. However, we are looking to keep this simple for now.

We want to use the Service Catalog as the front page for users to land and make their requests. The first one I am working on is Account Unlock/Password Reset on the same form and have a checkbox for each item depending upon their need.

I attached a screenshot of what I am looking to create:

I only want to utilize the Service Catalog as a landing page so to speak for this section. There are other sections in which we will be using the full Request > Requested Item > Catalog Task method. But, not for this.

I am attempting to create this using Views and have come up with everything from Active and above. The "Service Requested" section is what I need to create and could possibly use a Variable Set or something like that to add this section. If I can do this with a View, then so be it. I am just looking for a little guidance here if you can assist.

Thank you,

Kevin

[Pradeep Sharma]

Hi Kevin,

Thanks for the update. Instead of modifying catalog task table, I would recommend you to go via catalog item way. This way it will be simple and would not require enough modifications to catalog task table(i.e view and ACL logic)

If you don't wanna go with this option then you can create a form section and place those field i.e checkbox fields mentioned above under that section in the customized view.

Creating a Form Section - ServiceNow Wiki

[kevin_eldridge]

Hello Pradeep,

Well, I understand that it would take a lot of grunt work to go through the Catalog Task as I have been knee deep in it for the past two weeks with somewhat limited success. Catalog Item instead of Catalog Task? That is a good idea.

If this does not do what I am needing, I will go the alternate route of a form section, which I had considered, but had not executed yet.

Thank you again,

Kevin