Operational Technology Catalog Item form

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Operational Technology Catalog Item form

    The Operational Technology (OT) Catalog Item form in ServiceNow enables you to create and configure new catalog items specifically for the OT Service Catalog. This form provides structured fields to capture essential information, control item visibility, and define fulfillment processes. Properly completing these fields ensures catalog items are discoverable, accessible, and fulfill requests efficiently.

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    Key Features

    • Basic Info: Define the Item name, Short description for search and homepage display, and detailed content including images, videos, and links to enhance user understanding and engagement.
    • Location: Assign catalog items to specific Catalogs, Categories (which become searchable in the Service Portal), and Topics to improve item discovery by requesters.
    • Questions: Include variable sets such as Site to capture contextual information related to the request.
    • Settings: Customize portal interaction elements, including:
      • Submit button label
      • Visibility of Add to cart, Save as draft, Quantity selector, Delivery time, and Attachment buttons
      • Option to make attachments mandatory
      These settings control the user experience during the request process and can be adjusted based on request methods or upgrade scenarios.
    • Access: Define which users can or cannot access the catalog item by selecting applicable user criteria, ensuring appropriate visibility and security.
    • Fulfillment: Specify how item requests are processed by selecting the Process engine (Flow Designer or Workflow) and defining the corresponding flow or workflow to automate fulfillment.

    Practical Use and Benefits

    By accurately filling out the OT Catalog Item form, ServiceNow customers can:

    • Create well-structured catalog items tailored for operational technology services.
    • Enhance requesters’ ability to find and understand available items through clear naming, categorization, and rich descriptions.
    • Control the request process presentation and options, improving the user experience and data collection.
    • Manage access to catalog items, ensuring compliance with organizational policies.
    • Automate and streamline request fulfillment using predefined flows or workflows, increasing efficiency and consistency.

    When creating a new catalog item for the Operational Technology (OT) Service Catalog, fill out the following form fields.

    The following tables describe the fields available in each section of the OT Catalog Item form.

    Table 1. Details
    Field Description
    Basic Info
    Item name Name to appear in the catalog.
    Short description Text that appears on the service catalog homepage, search results, and the title bar of the order form.
    Item details
    Image Image of the item.
    Description

    Full description of the item. This description appears in the catalog when a user selects the item or clicks the associated Preview link.

    You can embed videos, images, links to internal knowledge base (KB) articles, and links to external sources of information and instruction documentation.
    Table 2. Location
    Field Description
    Catalogs
    Selected catalogs Catalogs this item appears in.
    Categories
    Selected categories

    Category for the item. Categories can only be selected after the Catalogs field is populated.

    Catalog searches find only items assigned to a category in the Service Portal.
    Topics
    Selected topics Topics for the item. Requesters can use the topics you added to find and access the catalog item once the catalog item is published.
    Table 3. Questions
    Field Description
    OT Catalog Item Variable Set
    Site Site that’s affected by the catalog item.
    Table 4. Settings
    Field Description
    Portal settings
    Submit button label Label for the submit button after the requester finishes filling out the catalog item form.
    Hide 'Add to cart' button If selected, the Add to Cart button is not displayed for the item. If the Show Add to Cart instance option of the widget is set to false, then this setting is ignored.

    This setting is selected by default if the Request method is Request or Submit.

    For upgrade scenarios, if the No cart field is selected in Platform, run the CatalogPortalSettingsMigration script include to update this setting to the Hide 'Add to Cart' field in the Portal Settings tab.
    Note:
    Applicable for a catalog item and order guide.
    Hide ‘Save as draft’ button If selected, the Save as draft button is not displayed for the item.
    Hide quantity selector If selected, the Quantity list is not displayed for the catalog item.

    This is selected by default if the Request method is Request or Submit.

    For upgrade customers, if the No quantity field is selected in Platform, run the CatalogPortalSettingsMigration migration script to update this setting to theHide Quantity field in the Portal Settings tab.
    Note:
    Applicable for a catalog item.

    An order guide inherits this setting from the included catalog item.
    Hide delivery time

    If selected, the Delivery Time field is not displayed for the catalog item.

    This is selected by default if the Request method is Submit.

    Note:
    Applicable for a catalog item.

    An order guide inherits this setting from the included catalog item.
    Hide attachment button
    If selected, the Add attachments button is not displayed for the catalog item.
    Note:
    Applicable for a catalog item and record producer.

    An order guide inherits this setting from the included catalog item.
    Make attachment mandatory
    If selected, adding an attachment is mandatory for the catalog item.
    Note:
    Applicable for a catalog item and record producer.
    Table 5. Access
    Field Description
    Available for
    User criteria granted access Select the user criteria that can access the catalog item.
    Not available for
    User criteria denied access Select the user criteria that cannot access the catalog item.
    Table 6. Fulfillment
    Field Description
    Fulfillment method
    Process engine Sequence for item request fulfillment.
    Selected flow Flow that defines how the item request is fulfilled.
    Note:
    This field is only visible if you select Flow Designer Flow in the Process engine field.
    Selected workflow
    Workflow that defines how the item request is fulfilled.
    Note:
    This field is only visible if you select Workflow in the Process engine field.