--- 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 --- # Integrate service portal with service catalog # Service catalog integration with the Customer and Consumer Service Portals {#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 catalog integration with the Customer and Consumer Service Portals ServiceNow enables users with thecustomer administrator role (sncustomerservice.customeradmin)to associate service catalogs with Customer and Consumer Service Portals. This integration allows catalog items to be displayed and managed effectively within these portals, enhancing the user experience for customers and consumers submitting requests. Show full answer Show less ## Key Features * **CSM Catalog Page:** This is the main display page for catalog items on Customer and Consumer Service Portals. It acts as the landing page for all service catalog items and record producers exposed on the portals. It can be found under *Service Portal \> Pages* with Page ID `csmsccatitem`. * **CSM Catalog Item Widget:** This widget manages submission redirection and embeds the default catalog item widget. It listens to the `$sp.sccatitem.submitted` event and redirects users based on the presence of parent requests or record producer redirect URLs, ensuring smooth navigation after submission. * **Page Route Maps:** To support proper redirection within new Service Portals, page route maps must be configured. For both the Customer Service Portal and Consumer Service Portal, these route maps direct URLs from the generic `sccatitem` page to the specific `csmsccatitem` page used in the portals. * **Portal Settings for Catalog Items:** Visibility and behavior of catalog item buttons and fields can be controlled via the *Maintain Items* interface (Service Catalog \> Catalog Definitions \> Maintain Items). Admins can enable or disable features such as: | Field | Description | |-|-| | Request method | Choose the type of catalog item: Order, Request, or Submit. | | Hide 'Add to Cart' | Disables the Add to Cart button (Note: Add to Cart is not supported on Customer or Consumer Service Portals). | | Hide Quantity | Hides the quantity field for the catalog item. | | Hide Delivery Time | Hides the delivery time information. | | Hide 'Add to Wish List' | Hides the Add to Wish List button. | | Hide Attachment | Hides the attachment option for the catalog item. | ## Practical Impact for ServiceNow Customers This integration streamlines how service catalog items are presented and interacted with on Customer and Consumer Service Portals, ensuring consistent navigation and submission experiences. By configuring portal settings, administrators can tailor the visibility and functionality of catalog items to meet business needs. Proper page route mapping guarantees users are redirected to the correct pages after submitting requests, improving portal usability and request tracking. Users with the customer administrator role (sn_customerservice.customer_admin) can associate a portal with a service catalog. The following catalog pages and widgets are provided as part of the Customer Service with Request Management integration. For more information, see [Associate a portal with a catalog](https://www.servicenow.com/docs/access?context=associate-portal-catalog&version=brazil&pubname=brazil-platform-user-interface&ft:locale=en-US). ## CSM Catalog page {#service-catalog-request-integration__section_akh_ghm_cmb} The CSM Catalog page is the display page for catalog items on the Customer and Consumer Service Portals. This page serves as the landing page for any service catalog item exposed on a CSM portal. All request items exposed on the CSM portals are either service catalog items or service catalog record producers. Navigate to Service PortalPages to view this page. * Page ID: csm_sc_cat_item * Update name: sp_page_7ea80b123bb31300bfe04d72f3efc4b7 * Available to roles: snc_internal, snc_external {#service-catalog-request-integration__ul_nlh_rbj_3gb} ## CSM Catalog Item widget {#service-catalog-request-integration__section_pdr_lhm_cmb} This widget handles the redirection logic on submission of the catalog item and embeds the default catalog item widget. This widget listens to event $sp.sc_cat_item.submitted. On submission of a catalog item, it handles the portal redirection logic based on the page_id and the catalog portal URL. When there's no parent set in the Requests (sc_request) table, the URL is redirected to the default service portal ticket page. If a record producer has a redirect URL, this widget uses the redirect URL from the record producer instead of redirecting to the ticket page. * Widget ID: csm-sc-cat-item * Update name: sp_widget_ec837c713bbb1300bfe04d72f3efc4d1 * Available to roles: snc_internal, snc_external {#service-catalog-request-integration__ul_cdg_sdj_3gb} ## Page route map {#service-catalog-request-integration__section_byb_phm_cmb} It's important to set up a page route map for any new Service Portals to handle the redirection to the Case ticket page. The redirection is based on the logic described in the CSM Catalog Item widget. * CSM Catalog item page route map: For the Customer Service Portal, this page route map routes the URL redirect from the sc_cat_item page to the csm_sc_cat_item page. * CSP Catalog item page route map: For the Consumer Service Portal, this page route map routes the URL redirect from the sc_cat_item page to the csm_sc_cat_item page. {#service-catalog-request-integration__ul_tl1_mfj_3gb} ## Portal settings for catalog items {#service-catalog-request-integration__section_brk_rhm_cmb} Once the catalog items are defined, visibility of the Submit/Add to Cart button can be controlled by navigating to Service CatalogCatalog DefinitionsMaintain Items, selecting the desired item, and enabling or disabling the fields in the Portal Settings form section. {#service-catalog-request-integration__table_lz1_yhm_cmb__entry__2} | Field | Description | |-|-| | Request method | Select Order, Request, or Submit as the type of catalog item. | | Hide 'Add to Cart' | Enable if the Add to Cart button should be disabled for the catalog item. Note: The Add to Cart button isn't currently supported on the Customer Service Portal or the Consumer Service Portal. | | Hide Quantity | Enable if the Quantity of the catalog item should be hidden. | | Hide Delivery Time | Enable if the Delivery Time of the catalog item should be hidden. | | Hide 'Add to Wish List' | Enable if the Add to Wish List button for the catalog item should be hidden. | | Hide Attachment | Enable if the attachment of the catalog item should be hidden. | [Table 1. Maintain Items Portal settings fields] {#service-catalog-request-integration__table_lz1_yhm_cmb} *[\>]: and then