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

snuser09 · ‎03-26-2019

I went to notifications, and selected the table you mentioned. But I do not see any of the variables that I created in my catalog item. I would like to include all the variables from my form in the email and send it

asifnoor · ‎03-26-2019

You can access the variables in the notification like below under "what it contains"

${current.variables.variable_name} //here mention your variable name

Mark the comment as a correct answer and also helpful once worked.

snuser09 · ‎03-26-2019

Sorry for many questions. I am pretty new to this.

So I have like 4 different catalog items. How the email notification differentiate which one is submitted and send only variables related to that form?

Are there any examples or videos that shows the whole process?

asifnoor · ‎03-26-2019

When you create a catalog item, the values of the variables submitted can be access through RITM.

Based on RITM sys_id you can fetch the associated variables.

So when you create a notification on RITM table on insert, then based on the record inserted, it can fetch the associated variables and can send in the notification.

Kindly mark my comment(s) as helpful if it is helping.

snuser09 · ‎03-27-2019

I am very new to this, could you please explain it elaborately on how to get the sys_id.

Like I have 4 different catalog items in service catalog, each of them have their own variables. I would like to send email notification when order placed , with their form information to pinnacle.

I do not know how does email notification differentiate which form is submitted and send its variables.

If you could take an example and explain. IT would be helpful. Thank You