Key Features

• Basic Info: Define the item name, a short description for homepage and search visibility, and a detailed description that supports rich content like videos and links. An image can also be added to visually represent the item.
• Location: Assign the item to specific catalogs and categories, which are necessary for search and organization within the Service Portal. Topics can be added to facilitate easier discovery by requesters.
• Questions: Include variable sets such as 'Site' to specify the affected location relevant to the catalog item.
• Settings: Customize portal behavior such as submit button label, visibility of the Add to Cart, Save as Draft, quantity selector, delivery time, and attachment buttons. Options exist to make attachments mandatory and control these settings to align with request methods or upgrade scenarios.
• Access: Control which user groups (via user criteria) can or cannot access the catalog item, ensuring appropriate visibility and security.
• Fulfillment: Define how the item request is fulfilled by selecting a process engine—either Flow Designer or Workflow—and specifying the corresponding flow or workflow to automate fulfillment steps.

Key Outcomes

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

• Create well-organized and searchable OT catalog items that appear correctly in the Service Portal.
• Provide detailed and multimedia-rich descriptions to aid users in understanding and selecting the right item.
• Configure user interface elements and submission behaviors to suit different request methods and business requirements.
• Control access to catalog items to ensure only authorized users can view or order them.
• Automate and streamline request fulfillment by linking catalog items to defined flows or workflows.