Using the 'Requested For' Variable in ServiceNow Catalog Items

[sgrison]

Many organizations enhance their ServiceNow catalog items by creating a variable set that includes a 'Requested For' field. This allows users to specify who the request is for directly on the catalog item—rather than waiting until the checkout screen. Once submitted, the Requested For field is automatically populated on the resulting RITM (Request Item).

One of the key benefits of using this variable is the ability to dynamically adjust the form based on the selected user. For example, you can display additional attributes such as their manager, location, or department. If you enable the cart functionality, users can even submit requests for multiple individuals in a single transaction.

What’s the Catch?

If you're using both the Requested For variable and the cart, it's important to understand how this impacts email notifications.

Let’s walk through a scenario:

You submit a request for application access for two different users using the cart. Each RITM will correctly reflect the individual Requested For user. However, the overarching Request (REQ) record will still show you, the submitter, as the Requested For.

This distinction affects how notifications are sent. Out-of-the-box (OOTB) notifications on the REQ and RITM tables may not behave as expected unless properly configured.

Examples of Notification Behavior

• Request Was Opened
  Sent to the Requested For on the REQ table.
  ✅ You (the submitter) receive it.
  ❌ The two individuals listed on the RITMs do not receive it.
• Request Completed (Multiple RITMs)
  Sent to the Requested For on the REQ table.
  ✅ You receive it.
  ❌ The individuals on the RITMs do not receive it.

Final Thoughts

Using the Requested For variable can significantly improve catalog usability and personalization. However, when combined with cart functionality, it introduces nuances in notification behavior that can lead to confusion if not addressed.

Recommendation: Review and customize all relevant OOTB notifications on both the REQ and RITM tables to ensure the right people are informed at the right time.