Service definitions with catalog items

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Service definitions with catalog items

    This feature enables ServiceNow customers to configure service definitions to utilize service catalog items, allowing agents to create cases efficiently in the Customer Service Management (CSM) Configurable Workspace. By associating catalog items with service definitions, agents can select these items as cards in the service selector, fill out the corresponding record producers, and generate cases of the appropriate type seamlessly.

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    Configuring Service Definitions with Catalog Items

    • Administrators can create or edit service definitions and enable the Use service catalog item field.
    • Associated catalog items are added through the Catalog Service Relationships related list.
    • Multiple catalog items can be linked to a single service definition, each displayed as selectable cards.

    Using Catalog Items to Create Cases

    • Agents select a catalog item from the service selector in CSM Configurable Workspace.
    • The system presents the record producer page tied to the selected catalog item.
    • Upon submission, a case of the correct type is created and displayed for the agent.

    Important Information and Messages

    • If a service definition has the catalog item usage enabled but no associated catalog items, a warning message is shown to users.
    • If an agent lacks access to a catalog item linked to a service definition, they receive an access denial message prompting them to request access.

    Key Components

    • Service Definition record: Contains the Use service catalog item field to enable catalog item usage and the related list for linking catalog items.
    • Catalog Service Relationships: Stores associations between service definitions and catalog items.
    • CSM record producer page: Includes the service catalog UI Builder component; displayed when a catalog item is selected, allowing agents to complete and submit record producers to create cases.

    Practical Benefits for Customers

    By configuring service definitions with catalog items, ServiceNow customers can streamline case creation workflows, ensuring agents select appropriate service offerings quickly and generate accurate case types. This improves efficiency in handling customer requests and leverages the existing service catalog infrastructure within the CSM workspace.

    Enable service definitions to use service catalog items. Agents can select these catalog items and use the associated record producers to create cases of the correct type in CSM Configurable Workspace.

    Users with the admin role can configure service definitions to use service catalog items. These catalog items are displayed as cards in the service selector. If a service definition has more than one associated service catalog item, the system shows all of the associated catalog items as cards in the service selector.

    When an agent selects a catalog item from the service selector, the system displays the record producer associated with the catalog item in a workspace record page. Completing and submitting the record producer creates a case of the correct type and displays the case in CSM Configurable Workspace.

    Configuring a service definition to use catalog items

    Users with the admin role can configure a service definition to use catalog items.
    1. Create a service definition or edit an existing service definition record.
    2. Enable the Use service catalog item field.
    3. Add the associated catalog items for this service definition to the Catalog Service Relationships related list.
    For more information, see Configuring service definitions.

    Using a service definition with catalog items to create a case

    For service definitions that are configured to use catalog items, agents can create cases by selecting a catalog item from the service selector. The system displays the record producer page associated with the catalog item in CSM Configurable Workspace.

    The agent adds information to the record producer fields and selects Submit. The system creates the case and displays the record page for the correct case type.

    Information messages

    If a service definition is configured to use service catalog items but does not have any associated catalog items in the Catalog Service Relationships related list, the system displays the following message: "A service definition has the "Use service catalog item" field enabled but has no associated catalog items for the user to select."

    If an agent does not have access to the catalog item associated with a service definition, the system displays following message: "You do not have access to the selected catalog item. Request access from your manager so that you can use the catalog item to create a case."

    Service Definition record

    The Service Definition record includes the Use service catalog item field. When this field is enabled, the system displays the catalog items in the service selector that are associated with the service definition.

    The Catalog Service Relationships related list stores the catalog items that are associated with the service definition. A service definition can have one or more associated catalog items.

    Users with the admin role can enable the Use service catalog item field on the Service Definition record and associate service catalog items in the Catalog Service Relationships related list.

    CSM record producer page

    The CSM record producer page includes the service catalog UI Builder component, which can be associated with a record producer and displays the record producer fields.

    The CSM record producer page is displayed for all service definition records that have the Use service catalog item field enabled and one or more associated catalog items.

    Selecting a catalog item in the service selector displays the CSM record producer page in CSM Configurable Workspace. Completing and submitting the record producer displays the record page for the correct case type.

    Default page settings:
    • Page name: CSM record producer page
    • Table: Record Producer [sc_cat_item_producer]
    • Order: -1000