ServiceNow Otto: Fulfillment, access, and portal setting functions

  • Release version: Zurich
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of ServiceNow Otto: Fulfillment, access, and portal setting functions

    ServiceNow Otto enhances catalog item configuration by enabling you to manage key fields such as Access, Fulfillment flow, and Portal settings through plain language commands. These configurations control who can view or request catalog items, what fulfillment process runs upon request submission, and how the item appears on portals.

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    Access Configuration

    Access is controlled via two lists:

    • Available for: Specifies users allowed to view and request the item.
    • Not available for: Specifies users excluded from viewing or requesting.

    Both lists use User Criteria (UC) records, which group users based on roles, departments, or locations. When setting access, ServiceNow Otto automatically applies exact UC matches. If multiple or no matches are found, it prompts you to select the appropriate UC record to ensure accurate access control.

    Fulfillment Flow Configuration

    Each catalog item can have only one fulfillment flow, defining the process triggered upon request submission. ServiceNow Otto automatically sets the fulfillment flow when it finds an exact match. Otherwise, it prompts you to select the correct flow. Note that if the item uses an execution plan, fulfillment flow assignment is disabled, and Otto will inform you that this setting cannot be changed.

    Portal Settings Configuration

    Portal settings for catalog items can be updated via ServiceNow Otto using the same straightforward method as other fields. These settings control how the item is displayed on the portal.

    Template Enforcement and Field Locking

    If Access, Fulfillment, or Portal settings are locked by a template, ServiceNow Otto will notify you that these fields cannot be modified. When updating multiple fields, Otto applies changes to editable fields and clearly informs you which fields remained unchanged due to template control. This ensures clarity and prevents unauthorized modifications.

    Practical Benefits for ServiceNow Customers

    • Streamlines catalog item configuration using natural language.
    • Ensures precise control over who can access catalog items through User Criteria.
    • Facilitates accurate fulfillment process assignment with validation prompts.
    • Maintains governance by respecting template-enforced locks while updating allowed fields.
    • Improves efficiency and reduces errors in catalog management tasks.

    In addition to catalogs, categories, and topics, ServiceNow Otto allows you to set three other key fields for a catalog item: Access, Fulfillment flow, and Portal settings. You can configure these simply by describing your requirements in plain language.

    Setting access

    Access controls are managed through two lists: "Available for," which specifies who can view and request the item, and "Not available for," which defines who is excluded. Both lists rely on User Criteria (UC) records. You can add multiple UC records to either list. ServiceNow Otto processes your input as follows:
    • Exact match found: The user criteria record is applied to the appropriate list automatically.
    • Multiple matches or no match found: ServiceNow Otto doesn't guess. It displays a prompt in the chat for you to search for and select or enter the correct user criteria record.
    Note:
    User criteria records define groups of users based on conditions such as role, department, or location. These records manage who can view or request a catalog item.

    Setting the fulfillment flow

    Each catalog item is limited to one fulfillment flow, which defines the process executed when a request is submitted. ServiceNow Otto handles fulfillment flow selection as follows:
    • Exact match found: The fulfillment flow is set automatically.
    • Multiple matches or no match found: ServiceNow Otto prompts you to select or enter the correct fulfillment flow in the chat.
    • Item uses an execution plan: If the catalog item already has an execution plan, ServiceNow Otto prevents a fulfillment flow from being added and explain why this field can't be changed.

    Setting portal settings

    Portal settings for a catalog item can be updated using ServiceNow Otto, following the same process as for any other field.

    When a template is in control

    If Access, Fulfillment, or Portal settings are locked due to template enforcement, these values can't be changed. When you attempt to update a locked field, ServiceNow Otto notifies you that the value is controlled by the template and is not editable.

    When some fields are locked and some are not

    If you request updates to multiple fields and some are locked by a template while others remain editable, ServiceNow Otto will:
    • Apply updates to the fields that can be changed.
    • Notify you about which fields were not updated because they are controlled by the template.
    Note:
    User criteria records define groups of users based on conditions such as role, department, or location. These records manage who can view or request a catalog item.