How to Model Service Catalog "Disposition" Field

[G24]

Hello Community,

I have a requirement to create a Service Catalog Item, available on the Portal.  On the back end, it is to have 4 flow tasks, and as a part of the last task, the provisioner will edit some of the Questions/Variables, and then will decide on a file "Disposition" which can be one of three values: Approved, Rejected, or Deferred.

What is the the best way to model this "Disposition" variable in ServiceNow?  Should I be using an existing Requested Item field?  Or should I be using a Catalog Item Question/Variable?  Or what?  And why?

Thanks!!

[Riya Verma · Accepted solution]

Hi @G24 ,

Hope you are doing great.

Here's why:

1.  Catalog Item Questions/Variables allow for greater customization. You can define specific options like "Approved," "Rejected," and "Deferred" directly within the variable.

2.  Since this variable is related to the flow tasks, it's best to keep it within the context of the catalog item. This way, it's clear that the disposition is specific to this particular item.

3. Using a Catalog Item Question/Variable makes it easier to generate reports or track the disposition data for this particular item.

4. It provides a clear and structured way for the provisioner to select the disposition. It's a dedicated field, which minimizes confusion.

In summary, using a Catalog Item Question/Variable aligns with best practices for managing specific item-related information. It ensures clarity, customization, and ease of reporting.

[G24]

@Riya Verma Thank you.  I will try that.

[Revanth Karra]

Dear Geoffrey3,

Hi @Geoffrey3 , I'm back again. Hope you're doing great! Let me explain in detail with an example and  one additional approach.

3 Main reasons:

• Catalog Item Questions/Variables are designed to be used to collect information from the user when they are requesting a service.
• Catalog Item Questions/Variables can be used to control the flow of the service catalog item.
• Catalog Item Questions/Variables can be used to store data that will be used by the provisioner.

In your case, you can use a Catalog Item Question/Variable to collect the "Disposition" from the user and then use that information to control the flow of the service catalog item and to store data that will be used by the provisioner.

@G24  Let take an example of how you could model the "Disposition" variable using a Catalog Item Question/Variable:

• Create a Catalog Item Question/Variable with the following properties:
  • Name: Disposition
  • Type: Choice
  • Choices: Approved, Rejected, Deferred
• Add the Catalog Item Question/Variable to the Service Catalog Item.
• Configure the flow of the Service Catalog Item so that the provisioner will only edit the Questions/Variables and decide on the file "Disposition" if the user selects "Approved" from the Catalog Item Question/Variable.

This approach will allow you to collect the "Disposition" from the user in a clear and concise way. It will also allow you to control the flow of the service catalog item and to store data that will be used by the provisioner.

Alternative approach:

Another option is to use an existing Requested Item field, such as the "State" field. However, I recommend against this approach for the following reasons:

• The "State" field is designed to track the overall state of the requested item, such as "New", "In Progress", or "Completed".
• The "State" field is not designed to be used to store data that will be used by the provisioner.
• Using the "State" field for this purpose could make it more difficult to manage the flow of the service catalog item and to track the status of the requested item.

Kindly, please mark my solution as Helpful/Correct, if applicable. If I could help you with your Query then, please hit the Thumb Icon and mark as Correct!!

Thanks & Regards, 

Revanth. K

Product Test Automation Engineer