Service catalog integration with the Customer and Consumer Service Portals

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Service Catalog Integration with the Customer and Consumer Service Portals

    This document outlines the integration process for associating a service catalog with the Customer and Consumer Service Portals. Users with the customer administrator role can manage this integration effectively.

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    Key Features

    • CSM Catalog Page: This serves as the landing page for catalog items on both portals, displaying all request items as service catalog items or record producers. Accessible via Service Portal > Pages.
    • CSM Catalog Item Widget: This widget manages redirection logic upon catalog item submission, directing users to the appropriate ticket page or a specified redirect URL if set.
    • Page Route Map: Essential for new Service Portals, this map facilitates the URL redirection from the catalog item page to the correct case ticket page.
    • Portal Settings for Catalog Items: Administrators can control the visibility of submission options such as the Add to Cart button and item quantity through the Maintain Items section.

    Key Outcomes

    By implementing these integrations and settings, ServiceNow customers can enhance user navigation and streamline the request process on their service portals, ensuring a more efficient experience for both customers and administrators.

    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.

    CSM Catalog page

    This 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 Portal > Pages to view this page.
    • Page ID: csm_sc_cat_item
    • Update name: sp_page_7ea80b123bb31300bfe04d72f3efc4b7
    • Available to roles: snc_internal, snc_external

    CSM Catalog Item widget

    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 is 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

    Page route map

    It is 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.

    Portal settings for catalog items

    Once the catalog items are defined, visibility of the Submit/Add to Cart button can be controlled by navigating to Service Catalog > Catalog Definitions > Maintain Items, selecting the desired item, and enabling or disabling the fields in the Portal Settings form section.

    Table 1. Maintain Items Portal settings fields
    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 is not 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.