How to Use Variable Set in ServiceNow: Step-by-Step Guide

BillMartin · 4 weeks ago

How to Use Variable Set in ServiceNow: Step-by-Step Guide

Working with ServiceNow's service catalog can speed up your ITSM operations, but knowing how to organize your requests with variable sets can upgrade your catalog from ordinary to efficient. If you're building or maintaining service request forms, understanding how to use variable set in ServiceNow means faster setup, better control, and easier support for your organization.

In this guide, you'll learn how to create and use variable set in ServiceNow—complete with examples, best practices, and practical steps you can apply right away. If you learn best by watching, check out the full walkthrough video linked below before diving into the details.

What Are Variable Set in ServiceNow?

Before jumping into setup, it's important to know what variable set are and how they work in ServiceNow's service catalog. A variable in ServiceNow’s terms is a single piece of information the user must provide (like their department, a checkbox, or some text). Variable sets group these variables together so they can be reused across multiple catalog items.

Think of a variable set like a toolkit: instead of creating the same questions over and over, you put those questions together in one set and drop that set wherever you need. This reusability means you save time, reduce errors, and keep your forms consistent.

Finding and Managing Catalog Items

Begin by finding a service catalog item in your system—ServiceNow comes with out-of-the-box examples like the Access request, which lets users request software (like Microsoft Access) for their devices. If you’re brand new to creating these requests, there’s a separate video that covers catalog setup step by step.

To get started with variables or variable sets, search for "Maintain Items" in the Application Navigator, pick a sample catalog item (e.g., Access), and scroll to the variables section.

Creating a Simple Variable

To start, create a single variable in a service catalog item:

Open the catalog item.
Scroll to the variables section.
Click "New" to add a variable.

ServiceNow offers several types of questions: single-line text, multi-line text, checkbox, select box, and more. For this example, use a "Single Line Text" type.

Enter a question: e.g., "Question one?"
ServiceNow auto-generates a unique name for each variable.
Set if the field is mandatory or read-only as needed.
Set the order to control where each question appears on the form.

Save and update the catalog item. This variable now appears only in this specific service catalog item and can’t be reused elsewhere directly.

Why Use Variable Sets?

If you only use single variables, every catalog item you build needs its own questions. This can get messy. Variable sets let you save a group of related questions and insert them into as many catalog items as you want.

Reusable: Once a variable set is created, use it in any catalog item.
Consistent: Maintain uniformity across your forms.
Efficient: Save time during setup and edits (update in one place, update everywhere).

Creating and Configuring a Variable Set

Let’s walk through the process:

Step 1: Create a New Variable Set

In your catalog item, go to the "Variable Sets" related list.
Click "New" and choose between a Single Row or Multi-Row variable set.

Single Row Variable Set: Questions display as a group (single instance).
Multi-Row Variable Set: Allows users to add multiple entries (like an itemized list).

Name your variable set clearly (e.g., "Reusable Variable Set 1") for easier identification later.

Step 2: Add Variables to the Variable Set

Under your variable set, add new variables just as you would for individual items:

Use relevant question types.
Enter distinct questions (e.g., "Question two?", "Question three?").
ServiceNow checks to ensure each variable has a unique name.
Adjust order so questions display as needed.

Step 3: Attach Variable Sets to Catalog Items

Back in your main catalog item, you can attach variable sets:

Edit the catalog item.
In the "Variable Sets" list, click "Edit."
Choose from the available variable sets in the platform.
Set the order to control where they appear on your form.

Variable sets can live alongside single-use variables, but only variable sets can be reused.

Controlling the Order of Variable Sets and Variables

The order field controls the sequence of both variables and sets. Lower numbers appear higher on the form. For clear and logical forms, order your questions and sets (e.g., 10, 20, 30) and adjust as needed.

If two variable sets have orders "50" and "100", the one with "50" appears first. You can change these numbers anytime if the order needs to shift as your form evolves.

Using Multi-Row Variable Sets

Multi-row variable sets are great when you expect the user to enter multiple, similar pieces of data (like adding several software titles, each with versions/details).

Create a new variable set and choose "Multi-Row."
Add variables as columns for your grid-like input (e.g., question five for one column).
Attach the variable set to your catalog item, set the order, and test.

End users can add, edit, or remove rows as needed. This dynamic structure is perfect for entry forms where repetition is possible, saving everyone time.

Viewing and Managing Variable Sets

To see a full list of all variable sets in ServiceNow:

Open any variable set record.
In your browser's address bar, note the table name ending with ".do" (form view).
Change the end to ".list" and hit enter; you'll get the list view for easier management.

This trick helps you review, reuse, and clean up variable sets from a single view, especially as your catalog grows.

Best Practices for Variable Sets in ServiceNow

Name sets clearly for easy identification.
Keep questions short and direct to avoid confusion.
Use consistent order values to control flow across items.
Audit variable sets regularly to remove duplicates or outdated sets.
Document your variable sets—a description field is your friend.
Test your forms by clicking "Try It" on catalog items regularly to check behavior and design.

Wrapping Up: The Value of Variable Sets

Variable sets give ServiceNow admins and catalog designers both flexibility and efficiency. With them, you can craft detailed, user-friendly forms that are easy to build and maintain. You'll cut down on extra work, mistakes, and confusion—making your ServiceNow service catalog more reliable for everyone.

Want to see these steps in action and follow along? Be sure to watch the full demonstration:

If you found this guide on how to use variable sets in ServiceNow useful, share it with your team or the ServiceNow community. Don’t forget to subscribe to the video creator’s channel and join as a member to get more detailed breakdowns and tips for optimizing your ServiceNow experience. Take a moment to try these steps in your own environment and watch your service catalog become even more powerful.