Show Delivery Time on Catalog Items II

[Frank Cheung]

hi,

i am now able to show the delivery time on the form, however it appears to be taking the value from the schedule tab of the WF (see screenshot 2025-11-24_11-01-06-integr8-access-delivery-time2)?

how do i get it to use the delivery_time from the catalog item (see screenshot 2025-11-24_09-43-38-delivery-time-on-catalog-item)?

thanks

[Vishal_Jaiswal]

Hi @Frank Cheung ,

Please try below:

- In ServiceNow, the Workflow settings override the Catalog Item settings when it comes to delivery time calculation.
- Because the workflow dictates the actual process, ServiceNow prioritizes the workflow's estimated duration over the manual field on the Catalog Item form.

The Solution
- Since the Workflow is the "source of truth" for the delivery time, you must update the Workflow to match your desired time.
- Open your workflow.
- Click the Properties icon (the gear/slider icon in the top right corner, as seen in your screenshot).
- Go to the Schedule tab.
- Change the Expected time from Hours: 00 10 00 to Days: 2 (and 00 hours).
- Click Update.
- Publish the workflow.

Regards,

Vishal

[Frank Cheung]

hi, i want it to honor the catalog item delivery_time setting as i want different catalog items to have different SLAs. can i update widget-sc-cat-item-v2 to do that?

[Vishal_Jaiswal]

Hi @Frank Cheung ,

Yes, you can update the widget to achieve this, but there is a critical warning you need to understand before you do.

If you modify the widget to force it to show the Catalog Item's delivery_time

1. The Visual: The Portal will correctly show "2 Days."

2. The Actual Backend: The Created RITM will still calculate its Due Date based on the Workflow (10 minutes).

This creates a discrepancy where the user expects 2 days, but the system (and any SLAs based on Due Date) thinks it's due in 10 minutes.

If you accept that risk (or if you handle SLAs differently), then you have to modify your widget accordingly.

Regards,

Vishal