--- sourceDocument: Brazil Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Service definitions with catalog items # Service definitions with catalog items {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Service definitions with catalog items This feature enables ServiceNow customers to configure service definitions to use service catalog items, allowing agents to create cases of the correct type directly from CRM Workspace. Service catalog items appear as cards in the service selector, and selecting an item presents the associated record producer to create a case efficiently and accurately. Show full answer Show less ## Configuring Service Definitions * Administrators can enable the **Use service catalog item** field on a service definition record. * They then associate one or more catalog items to the service definition via the **Catalog Service Relationships** related list. * This setup displays catalog items as selectable cards in the service selector for agents. ## Using Catalog Items to Create Cases * Agents select a catalog item from the service selector in CRM Workspace. * The system displays the corresponding record producer page, allowing agents to enter case details. * Upon submission, the system creates a case of the correct type and opens the case record page. ## Important Information Messages * If a service definition is enabled for catalog items but has none associated, users see a message indicating no catalog items are available for selection. * If an agent lacks access to a catalog item, the system prompts them to request access from their manager. ## Key Components * **Service Definition record:** Contains the *Use service catalog item* field and associations with catalog items. * **Catalog Service Relationships:** Manages the catalog items linked to each service definition. * **CSM Record Producer Page:** Displays the record producer with catalog item fields in the workspace when a catalog item is selected, facilitating case creation. ## Benefits for ServiceNow Customers This capability streamlines case creation by linking service catalog items to service definitions, improving accuracy in case types and enhancing agent productivity within CRM Workspace. It also provides clear access control and visibility for agents when selecting catalog items to create cases. 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 CRM 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 CRM Workspace. ## Configuring a service definition to use catalog items {#csm-service-definition-catalog-items__section_wkr_5q1_zfc} Users with the admin role can configure a service definition to use catalog items. 1. [Create a service definition](https://www.servicenow.com/docs/5_urm4KtLH7NxAxp_bpuxQ "Create a service definition record in the Customer Service Management (CSM) application to establish connections between products, services, and case types.") 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. {#csm-service-definition-catalog-items__ol_xr3_cr1_zfc}For more information, see [Configuring service definitions](https://www.servicenow.com/docs/hwAKidBHADnx5uBErKgPSg "Create service definitions for the types of services required to support your products. Associate different features such as case types, playbooks, and record producers with service definitions so that customers can request the services they need and agents can create cases of the right type to support those services."). ## Using a service definition with catalog items to create a case {#csm-service-definition-catalog-items__section_ncf_n1w_nfc} 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 CRM 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 {#csm-service-definition-catalog-items__section_pf4_tr1_zfc} 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 {#csm-service-definition-catalog-items__section_ntx_gn3_q2c} 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 {#csm-service-definition-catalog-items__section_gvh_1q3_q2c} 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 {#csm-service-definition-catalog-items__ul_tpt_dq3_q2c}