Service request support matrix

[MS12345]

Hi team,

Can someone share me the documentation related to service request support matirx?

Here the owner wants to use this feauter so that the dropdown options can be added without and change request.

Regards,

Suhail

[Tanushree Maiti]

Hi @MS12345 

ServiceNow does not have a single, static catalog support matrix.

Instead, you manage catalog item configurations using

• the catalog's managing group.
• Using flow/Workflow , if defines its fulfiller ,sometimes based on some variable (like Application) selection

[Dr Atul G- LNG]

Hi @MS12345 Can you provide a bit more detail about what exactly you're looking for? This seems doable, but we would need some additional information and clarification before suggesting the best approach.

[MS12345]

The catalog owner intends to implement a process that allows the addition, modification, or deletion of choices in an existing select box variable without raising a change request.

To achieve this, a Service Request Support Matrix will help.  This catalog form will enable authorized users to request updates to the select box options. The workflow associated with this catalog item will be configured for automatic approval, ensuring that requests are processed without manual intervention.

Upon submission, the system will automatically create, update, or remove the required options in the select box variable based on the information provided in the request.

[Dr Atul G- LNG]

Hi @MS12345 

No, that’s not advisable. The reason is that directly modifying choice values should be avoided in System Administration or Catalog Administration.

Instead, the proper approach is to follow a formal process. You should create a catalog item and raise a request through the correct workflow. This helps maintain audit history and ensures that no one can make changes without proper justification or approval.