Service catalog integration with the Customer and Consumer Service Portals

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Service catalog integration with the Customer and Consumer Service Portals

    This integration enables users with thecustomer administrator role (sncustomerservice.customeradmin)to associate a service catalog with Customer and Consumer Service Portals. It streamlines how catalog items and request items are displayed and managed within these portals, improving the end-user experience for submitting and tracking service requests.

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    Key Features

    • CSM Catalog Page: Serves as the main display page for catalog items on Customer and Consumer Service Portals, acting as the landing page for all service catalog items and record producers exposed on these portals. It is accessible under Service Portal > Pages (Page ID: csmsccatitem).
    • CSM Catalog Item Widget: Manages submission redirection logic for catalog items. It listens for the submission event and redirects users to the appropriate page based on whether a parent request exists or if a record producer specifies a redirect URL. This widget ensures users are directed to either the ticket page or a custom URL after submission.
    • Page Route Map Setup: Critical for new Service Portals to properly redirect users after catalog item submission. Separate route maps exist for the Customer Service Portal (CSP) and Consumer Service Portal to route URLs from the generic service catalog item page to the portal-specific catalog item page.
    • Portal Settings for Catalog Items: Administrators can control the visibility and behavior of catalog item buttons and fields through the Portal Settings section in the service catalog item definition. This includes options to hide the Add to Cart button, Quantity, Delivery Time, Add to Wish List button, and attachments. Notably, the Add to Cart button is not currently supported on these portals.

    Practical Benefits for ServiceNow Customers

    • Provides a seamless and consistent user interface for customers submitting service requests via Customer and Consumer Service Portals.
    • Enables administrators to customize catalog item presentation and user interaction controls to fit portal-specific requirements.
    • Ensures proper redirection and workflow continuation after catalog submissions, reducing confusion and improving case management efficiency.
    • Simplifies management of service catalog exposure on portals through predefined pages, widgets, and routing configurations.

    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

    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 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’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

    Page route map

    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.

    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 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.