Prefill in conversational catalog request
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 Now Assist conversations or standard web forms.
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
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.