---
sourceDocument: Australia ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/servicenow-platform

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Prefill in conversational catalog request

# Prefill in conversational catalog request {#ariaid-title1}

Release version: Australia  
Updated April 24, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The generalized prefill capability for conversational catalog request automatically populates catalog item form fields using data sourced from the requesting user's profile and from the active chat conversation history. This
reduces manual data entry for requesters, improves form completion accuracy, and accelerates time-to-submission for service requests raised through the conversational interface.

Prefill functionality works similarly across both conversational and traditional form-based catalog experiences, automatically populating fields to reduce manual data entry and improve accuracy. The same underlying prefill sources and
behavior apply whether requesters use ServiceNow Otto conversations or standard web forms.

## User profile prefill {#prefill-in-conversational-catalog-request__section_user_profile_prefill}

System fields on the catalog item form are automatically populated from the requester's sys_user and related tables. This includes, but is not limited to:

* Identity fields: First name, last name, display name, email address
* Organizational fields: Department, cost center, company, location, building, floor
* Managerial fields: Manager, secondary approver Role or group-based fields: Primary assignment group, business unit

## Conversation context prefill {#prefill-in-conversational-catalog-request__section_conversation_prefill}

In conversational catalog requests, the system extracts contextual information surfaced during the ongoing chat conversation and uses it to pre-populate relevant catalog item variables. For example, if a requester:

* Mentioned an affected asset ("my laptop with serial number X"), that value prefills the appropriate configuration item field.
* Stated an urgency or preferred resolution date, those values prefill date or priority fields on the catalog item.
* Described a business justification or request reason earlier in the conversation, that text prefills a description or justification variable.
**Related concepts**   

* [Prefilling variable values on the catalog item form in the portal and Next Experience UIs](https://www.servicenow.com/docs/yroyl2JmZ0U3xcATxfLPuQ "When catalog item requesters want to order items on portals or Next Experience UI, you can set the catalog items to use the key-value pairs, which prefill the variable values. The requesters can finish forms faster.")