How to build a Service Catalog for dummies?

[Shawn Horley]

Greetings Folks.

Still new to ServiceNow and I've been tasked with building a Service Catalog. The creation of the categories was simple enough, But building the actual catalog items is a challenge. I simply don't know enough about the tool, and even though I've been through the documentation on Service Catalog I'm still ignorant on how to build these things properly...

Example: We are wanting a catalog item that users can fill out and submit as a User Access request to "Grant, Revoke or Change  user access to one of our systems" I think it should be a Record Producer as we want it to generate a request that then gets worked by the appropriate support team. WHen I go to start building it one of the fields to fill is Table... I have no idea which table to use, or how to get this to generate a Service Request, or to be honest whether service request is even what it should be...

So, more confused and frustrated than anything else, and wishing there was a "How to build a Service Catalog For Dummies"

Any guidance, or resources you folks could suggest for this is VERY appreciated.

[Bhojraj Dhakate]

Hi,

find below thread it might help you.

https://community.servicenow.com/community?id=community_question&sys_id=9a278729db1cdbc01dcaf3231f961955&view_source=searchResult

Thanks,

Bhojraj

[Shawn Horley]

Greetings Bhojraj

I appreciate the feedback!

I understand the basic difference between the Catalog Item and Record Producer, so that article only told me what I already knew. Perhaps I didn't frame the question properly. I'm wanting the submitted form to generate a request that can be actioned by a support team. But I'm not sure what table that should be, Request [sc_request] ?

And if so I'm not sure how I would get the support team to be able to see/action those requests...

I guess maybe I should be wanting a System Admin for Dummies guide instead.

[Bhojraj Dhakate]

Hi,

create table based record producer e.g. Incident. (See OOB Record Producer "Create Incident")

Map Record producer field to the Target table like incident.

sample mapping record producer to actual table:

current.category=producer.u_category(Field on record producer)

Once end user submitted an incident from Portal 

then write assignment rule on the basis of category or any other fields that you want.On the selection of Category it will assign to your Support Team OR

pass the sys_id of the support group like

Current.assignment_group = 'sys_id' of the group

Thanks,

Bhojraj

[Shawn Horley]

Greetings Bhojraj

Thanks again for the feedback! This is very helpful. And I could set the target table to Request as well to generate a Request for something that is not a break/fix (Incident)? 

Would: Request [sc_request] be the appropriate target table for that desired result?

Cheers

Arthwys