Service catalog item, multiple request items, how to?

[ericgilmore]

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?

[rahulpandey]

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

[ericgilmore · Accepted solution]

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.