question Re: Service catalog item, multiple request items, how to? in Service Management forum

Service catalog item, multiple request items, how to?

ericgilmore — Tue, 04 Dec 2018 16:31:57 GMT

Created a catalog item with 3 groups of fields. There is a multiple choice variable (service type) which sets visibility (true/false) on each set of fields when an option is selected. (onChange)

There is an associated workflow that notifies the client based on the selected service type at submit.

The problem is that all 3 groups of fields are included on the request item, not just the ones for the selected service type.

How do I only add the fields associated with the service type selected to the created request item?

Re: Service catalog item, multiple request items, how to?

rahulpandey — Tue, 04 Dec 2018 18:20:18 GMT

Hi, Since you are using one Catalog for creating multiple items so all variables will be available of RITM. However you can hide those by navigating to your on change client script and by checking "applies to requested item: and "applies to Catalog task'

Re: Service catalog item, multiple request items, how to?

ericgilmore — Tue, 04 Dec 2018 21:33:04 GMT

Hi @rahulpandey

That's not actually doing what I need. Unless I'm mistaken, I believe the answer may be to add Catalog Task activities to my workflow and specify the variables to show from the submitted form. So that when the technicians view the ticket/task, they only see what I've passed to the Catalog Task in the workflow.

So of course my next question is if this can be done w/o the use of a Catalog Task activity in the associated workflow.

Can the same sort of action be taken w/o adding another activity to the workflow.

Re: Service catalog item, multiple request items, how to?

rahulpandey — Wed, 05 Dec 2018 02:46:47 GMT

Hi, You are correct if you are only looking for Catalog task. However this is not true for requested item. As far as I know, Catalog task activitiy is a way to control this on task level. Also, there is a UI macro which is responsible for showing variables on Catalog task and ritm. Please try hat if you want to do customisation. Just curious question, what is the use case that you do not want to have even hidden variables ?

Re: Service catalog item, multiple request items, how to?

ericgilmore — Wed, 05 Dec 2018 06:10:18 GMT

Well the SN admins where I'm employed have taken to asking the local devs to use a template they've created which essentially groups more than one catalog item into one.

So using a multiple select variable, groups of fields associated with different requests are made visible or hidden. But, on submit, all the fields are passed to the request item.

Which is no good for those trying to work with their queue of items. Because they open it, and it has 30 fields, 10 of which have the data for one of the 3 possible catalog items that have been collapsed into this one item.

So the question is, how do we keep this from happening. How do we ONLY pass the variables for the item that was selected on the catalog item?

If I don't have to use a Catalog Task activity in the workflow, that's fine. If I do, I'll work through it.

Re: Service catalog item, multiple request items, how to?

rahulpandey — Wed, 05 Dec 2018 06:18:36 GMT

Hi,

Have you given a thought to order guide ? This allows you to have dynamic (not straight forward but via code, you can)catalog items based on your selection on order guide.

Using order guide, you can avoid getting unwanted variables on RITM/Catalog tasks.

https://docs.servicenow.com/bundle/london-it-service-management/page/product/service-catalog-management/concept/c_ServiceCatalogOrderGuides.html

Re: Service catalog item, multiple request items, how to?

ericgilmore — Thu, 10 Jan 2019 15:17:55 GMT

Sorry I didn't get back to this. Essentially I just went with the multiple task creation option. As our clientele is used to interacting with request items, I had to explicitly inform them that they'd now have to expect notification which would direct them to the tasks instead. It's still a learning work in progress.

However, this order guide capability looks supremely promising if the catalog items and workflows are implemented to suit it. I'm gonna try this too.