Service Catalog similar to KB Article functionality

[DeepthiR4728719]

Hello everyone,

I have a requirement:

1. Build a service catalog for info sec team.

2. Once user submits the request it gets assigned to a fulfillment group.

3. If user has provided insufficient information in the request, one of the member from the fulfilment team will reject the request.

4. Once it is rejected the request must be editable to the user who submitted in employee center.

More or less the functionality is expected similar to KB Article workflow (Draft-> Request for approval-> Rejected->Draft state.

Any advise or thoughts?

[Ahmmed Ali]

Hello @DeepthiR4728719 

You can create simple service catalog form and flow attached to it. The flow can have approvals.

To make the form editable, you can add editable variable aditor in your ticket status page. This would allow users to update their request.

To allow edit only after rejection, you can make use of conditions in the standard ticket template tabe view to show the editor only for those rejected requests.

You can refer below docs for standard ticket and editable variable description.

https://www.servicenow.com/docs/bundle/yokohama-platform-user-interface/page/build/service-portal/ta...

https://www.servicenow.com/community/servicenow-ai-platform-forum/standard-ticket-configuration-vari...

Thank you,

Ali