Service Catalog orders, where are they stored? and Configure sending emails

snuser09 · ‎03-25-2019

I have created a custom form in service catalog as a catlog item.

1) I filled the form and submitted it (Order Now). Where can I go and check the requests that are put in by other users ?

2) How do I configure to send an email with all the details in the form when order now is clicked? I searched online but I do not understand it

Attaching the form below

asifnoor · ‎03-27-2019

Hi,

Refer to this link to understand how notifications work in ServiceNow.

https://docs.servicenow.com/bundle/london-servicenow-platform/page/administer/notification/reference...

So if you create a notification on table sc_req_item, and under "When to Send", if you have checked insert, then on the insert of every record in sc_req_item table, your notification will be fired.

When notification is fired, it will have that record data in the form of Current object. And current.sys_id will give you the RITM sys_id and similarly to access variables of RITM of that record current.variables.var_name will give you the data of the variable.

Check out existing notifications in the SN instance (System Notification -> Email -> Notifications in the left navigation)to understand how the notifications are configured. There are already existing OOB notifications on sc_req_item, check those.

Mark the comment as helpful and correct answer if this answers your question.

View solution in original post

Andrew Saxton - · ‎03-25-2019

1.) The requests are stored in the Request (sc_request) table, and the individual items are stored in the Requested Item (sc_req_item) table.

2.) There's a couple of ways to do this. One way is to have a send email activity on the workflow attached to the catalog item and script in the variables, or to create an event, configure a notification to be sent when that event is triggered, and set an event activity on the workflow.

Thanks!

snuser09 · ‎03-26-2019

Can you let me know the process of how to get the variables from my catalog item for email notifications. I am trying to figure it out

asifnoor · ‎03-25-2019

In a service catalog, whenever a request is submitted, a request gets created, which you can find it under Catalog -> Requests (table: sc_request).

For every request, there is RITM present. (table: sc_req_item)

And based on RITM, there will be catalog tasks that gets created. (table: sc_task)

All these 3 can be found under Catalog Menu in your navigation.

Mark the comment as a correct answer and also helpful if it helps.

asifnoor · ‎03-25-2019

Regarding notification, depending on whom to send and when to send, you can create a notification in the system accordingly.

If you want to trigger a notificaion on submission of the request, then go to notifications (System Notification -> Email -> Notifications).

In that filter by table sc_request or sc_req_item and you will see available notifications. You can modify them as per your need.