Catalog Items, Workflows
& Flows in ServiceNow

What is the Service Catalog?

The Service Catalog is a centralised, self-service portal in ServiceNow that allows employees to browse, request, and track IT and business services — much like an online shopping experience for your organisation. It eliminates the need for phone calls or emails to IT by providing a structured, trackable request mechanism.

The 3-Level Catalog Hierarchy

Everything in the Service Catalog is structured in three levels. You must understand this hierarchy before creating anything:

Step-by-Step: Create a Service Catalog

1. Navigate to Service Catalog > Catalogs in the Application Navigator.
2. Click New to open a blank Catalog form.
3. Enter a Title (e.g., "IT Service Catalog") — this is what users see on the portal.
4. Add a Description to explain the purpose of this catalog.
5. Set the Manager field — this person owns and governs the catalog.
6. Add Editors (users who can manage content within this catalog).
7. Optionally upload a Background Color or Banner Image for branding.
8. Click Submit to save.

Step-by-Step: Create a Category

1. Navigate to Service Catalog > Categories.
2. Click New.
3. Enter the Title (e.g., "Hardware Requests").
4. Select the Catalog this category belongs to.
5. Set a Parent category if this is a sub-category (e.g., "Peripherals" under "Hardware").
6. Upload an Icon — icons significantly improve user navigation on the portal.
7. Set the Order number to control the display sequence.
8. Click Submit.

Step-by-Step: Create a Catalog Item

1. Navigate to Service Catalog > Catalog Definitions > Maintain Items.
2. Click New.
3. Enter a clear, user-friendly Name (e.g., "Request a New Laptop").
4. Add a Short Description — this appears in the catalog browse view (keep it under 80 chars).
5. Write a detailed Description using the HTML editor to explain what users will receive.
6. Select the Category where this item appears.
7. Upload a Picture (recommended size: 200x200px).
8. Set Availability to control who can see and request the item.
9. Fill in Delivery Time to set user expectations.
10. Click Submit. The item is now in the catalog.

Important Catalog Item Settings Explained

What are Variables?

Variables are the form fields on a catalog item — they capture information from the person submitting the request. Without variables, every catalog item would be a blank form. Variables are stored in the sc_item_variable table and their submitted values in sc_item_option_mtom.

Complete Variable Type Reference

Step-by-Step: Add Variables to a Catalog Item

1. Open your Catalog Item record.
2. Scroll down to the Variables related list tab.
3. Click New to open the Variable form.
4. Choose the Type from the dropdown (e.g., Single Line Text).
5. Enter the Question — what the user reads on the form.
6. Enter the Name — the internal identifier (no spaces, use underscores).
7. Set Mandatory to true if the field must be filled before submission.
8. Set the Order number to control position (lower = higher on form).
9. For Select Box / Multiple Choice — add choices in the Question Choices related list.
10. Click Submit and preview your catalog item.

What are Variable Sets?

A Variable Set is a reusable collection of variables that can be attached to multiple catalog items. Instead of recreating the same five "Requester Details" fields on every item, you create one Variable Set and reference it everywhere.

Step-by-Step: Create and Attach a Variable Set

1. Navigate to Service Catalog > Catalog Definitions > Variable Sets.
2. Click New.
3. Enter a Name (e.g., "Common Requester Info") and set Type to Single-Row.
4. Add variables to the set (same process as adding variables to a catalog item).
5. Submit and save.
6. Open a Catalog Item. Scroll to the Variable Sets related list.
7. Click Edit, move your Variable Set to the right column, and click Save.
8. Set the Order on the Variable Set attachment to control where it appears relative to other variables.

What are Catalog UI Policies?

UI Policies dynamically control the visibility, mandatory state, and read-only state of variables based on conditions — all in real-time without a page reload. They run entirely in the browser (client-side).

What can a UI Policy do?

Step-by-Step: Create a Catalog UI Policy

1. Open your Catalog Item and scroll to the Catalog UI Policies related list.
2. Click New.
3. Set a descriptive Short Description (e.g., "Show justification for costly items").
4. Under Conditions, build the rule (e.g., Price is greater than 500).
5. Check Reverse if false — this automatically undoes the policy when the condition is no longer met.
6. Submit, then open the Catalog UI Policy Actions related list on that policy.
7. Click New → choose the Variable to affect and set Mandatory/Visible/Read Only.
8. Test on the catalog item request form.

What are Catalog Client Scripts?

Catalog Client Scripts let you write JavaScript that runs in the user's browser to create custom behaviors beyond what UI Policies support — such as auto-calculating totals, calling GlideAjax for server lookups, or providing instant validation feedback.

Client Script Types

Key Client Script API Methods

// Set a field value
g_form.setValue('field_name', 'value');

// Show or hide a field
g_form.setVisible('field_name', true/false);

// Make a field mandatory
g_form.setMandatory('field_name', true/false);

// Get the current value of a field
var val = g_form.getValue('field_name');

// Show an info/error message under a field
g_form.showFieldMsg('field_name', 'Please enter a valid cost center', 'error');

How Automation Connects to Catalog Items

When a user submits a catalog request, ServiceNow needs to know what to do with it. That's the job of a Workflow or Flow — it automates the entire fulfillment lifecycle: routing approvals, sending emails, creating tasks for fulfillment teams, and closing the request.

Connecting a Workflow/Flow to a Catalog Item

1. Open your Catalog Item record.
2. Click the Process Engine tab (if not visible, scroll right in the related lists or look for it as a field).
3. In the Workflow field, click the lookup icon and select your workflow.
4. Alternatively, in the Flow field, select a Flow Designer flow.
5. Only one should be populated at a time — Workflow or Flow, not both.
6. Click Update to save.

The REQ → RITM → SCTASK Hierarchy (Theory)

Understanding this data structure is fundamental to ServiceNow administration:

Approval Types

What are Catalog Tasks (SCTASKs)?

Catalog Tasks are the hands-on work items assigned to fulfillment teams. While approvals decide whether to proceed, catalog tasks define what actually needs to happen to deliver the service. Each SCTASK is assigned to an individual or group and must be closed before the workflow can proceed.

Step-by-Step: Add a Catalog Task in a Workflow

1. Open the Workflow Editor and find the workflow attached to your catalog item.
2. From the Activities panel on the left, drag a Catalog Task activity onto the canvas.
3. Double-click the activity to configure it.
4. Set the Name (task subject) and Instructions for the fulfillment team.
5. Set the Assignment Group (e.g., "IT Hardware Team").
6. Enable Wait for completion if subsequent workflow steps depend on this task finishing.
7. Connect the activity in the workflow sequence and publish.

RITM Lifecycle States

Definition & Purpose

A Workflow in ServiceNow is a visual, flowchart-based automation engine. It defines a sequence of activities — approvals, notifications, scripts, tasks — connected by transitions that execute automatically when triggered by a record event.

Core Workflow Concepts

Accessing the Workflow Editor

1. Navigate to Workflow > Workflow Editor in the Application Navigator.
2. The editor opens in a new browser tab with a visual canvas.
3. The Activities panel on the left lists all available activity types.
4. The canvas (center) is where you design the workflow by dragging and connecting activities.
5. The Properties panel on the right shows settings for the selected activity.

Complete Activity Reference

Step-by-Step: Build Your First Workflow

1. Go to Workflow > Workflow Editor and click New Workflow.
2. Enter a Name (e.g., "Laptop Request Approval") and select the Table: sc_req_item.
3. Click Submit — the canvas opens with Begin and End activities pre-placed.
4. Drag an Approval – User activity between Begin and End.
5. Double-click the Approval activity to open its settings.
6. Set Approver to: javascript: current.requested_for.manager; (routes to requester's manager).
7. Connect: Begin → Approval (Approved) → End.
8. Add a second End activity and connect: Approval (Rejected) → End (Rejected).
9. Click Publish in the top right to activate the workflow.
10. Attach it to your catalog item via the Process Engine tab.

Configuring Approval Activities (Theory)

The Approval activity creates a record in the sysapproval_approver table. The approver receives an email and can also approve/reject directly from the Service Portal or mobile app. Once the required approvals are received, the workflow context automatically transitions to the next activity.

Dynamic Approver Scripts

// Route to the requester's direct manager
current.requested_for.manager

// Route to a specific user by username
gs.getUserByName('john.smith')

// Route to the manager of a specific group
var gr = new GlideRecord('sys_user_group');
gr.get('name', 'IT Security');
gr.manager;

Approval Outcomes & Transitions

Configuring Notification Activities

1. Drag a Notification activity onto the canvas.
2. Double-click it to open settings.
3. Choose an existing Notification record or create one inline.
4. Set the To field dynamically, e.g., javascript: current.opened_by.email;
5. Use notification variables in the email body: ${opened_by.name}, ${number}.
6. Configure the Event if you want to use the ServiceNow event system instead of direct email.

The "If" Activity — Conditional Branching

The If activity splits the workflow into two paths (Yes / No) based on a condition evaluated at runtime. This is how you create intelligent routing — for example, routing high-value requests to a senior approver.

Step-by-Step: Add Conditional Branching

1. Drag an If activity onto the canvas, positioned after Begin.
2. Double-click it and write the Condition script (e.g., current.price > 1000).
3. The activity shows two exit connectors: Yes and No.
4. Connect Yes to a Senior Approval path.
5. Connect No to a Standard Approval path.
6. Both paths should eventually converge or lead to appropriate End activities.

Accessing Catalog Item Variables in Conditions

// Access a catalog variable named "urgency"
current.variables.urgency == 'high'

// Check if a checkbox variable is ticked
current.variables.expedite == true

// Check the dollar value of the request
parseInt(current.variables.estimated_cost) > 5000

Transition Conditions

Beyond If activities, you can add conditions directly to transition arrows between activities. Right-click any arrow → Edit to add JavaScript logic that controls whether that transition fires.

Pre-Publish Checklist

• ✅ Every path from Begin reaches an End activity.
• ✅ Approval activities have Approved, Rejected, and Error transitions wired.
• ✅ Notifications use dynamic variables — no hardcoded emails.
• ✅ Workflow table is set correctly (e.g., sc_req_item).
• ✅ Workflow is Published, not saved as a draft.
• ✅ Catalog Item is linked to this workflow.
• ✅ Tested in sub-production before production deployment.

Debugging Running Workflows

1. Submit a test request through the Service Catalog.
2. Navigate to the RITM record that was created.
3. Click the Workflow context icon (flow icon in the header) to see the live execution.
4. The highlighted activity shows where the workflow is currently paused.
5. To see all running contexts: Workflow > Active Contexts.
6. To see errors: System Logs > All — filter by Source = "Workflow".
7. To manually advance a stuck workflow: right-click the next activity and choose Execute Now (use carefully).

What is Flow Designer?

Flow Designer is ServiceNow's modern, low-code/no-code process automation platform introduced in the Kingston release (2017) and significantly enhanced since. It replaces the legacy Workflow Editor with a cleaner interface, pre-built integrations (Spokes), and a more collaborative development experience.

Workflow vs. Flow Designer — Detailed Comparison

Trigger Types Reference

Creating a Flow — Step by Step

1. Navigate to Process Automation > Flow Designer.
2. Click New → Flow.
3. Enter a Name and select an Application Scope (use Global for org-wide flows).
4. Click Submit — the Flow Designer editor opens.
5. Click Add a Trigger and select the trigger type (e.g., Service Catalog).
6. Configure trigger settings (e.g., select the specific Catalog Item).
7. Click Done to confirm the trigger setup.

Flow Designer Building Blocks

Understanding Data Pills (Theory)

Data Pills are Flow Designer's most powerful concept. Every action produces output — that output becomes a "pill" you can drag into subsequent action inputs. This eliminates the need for variables and complex scripts in most cases.

Common Built-in Actions

Using Data Pills — Practical Example

1. Add a Look Up Record action. Query the sys_user table to find the requester's manager.
2. The result becomes a Data Pill: [Look Up Record > User Record > Manager].
3. Add an Ask for Approval action. Click the Approvers input field.
4. The Data Picker opens — drag the manager pill from Step 1 into the Approvers field.
5. The approval is now dynamically routed to whoever is the manager — no hardcoding.

Complete Catalog Approval Flow — Step by Step

1. Create a new Flow. Add a Service Catalog trigger, select your Catalog Item.
2. Add Step 1: Ask for Approval. Set Approvers using the data pill: Trigger → Requested Item → Requested For → Manager.
3. Add an If condition block: Approval State | is | Approved.
4. Then branch: Add Create Record → Table: sc_task. Set Short Description, Assignment Group using data pills.
5. Then branch: Add Update Record → Set RITM State to "Work in Progress".
6. Then branch: Add Send Email to notify the requester of approval.
7. Else branch: Add Update Record → Set RITM State to "Closed Incomplete".
8. Else branch: Add Send Email to notify the requester of rejection.
9. Click Activate (top right) to publish the flow.
10. Link the flow to your Catalog Item and submit a test request.

Viewing Execution Logs

1. Navigate to Process Automation > Flow Designer.
2. Open your flow and click the Executions tab.
3. Click any execution entry to see the complete step-by-step log.
4. Each step shows: input values, output values, duration, and any errors.
5. Use the Log action in your flow to write custom debug messages here.

What is a Record Producer?

A Record Producer is a special catalog item that, when submitted, creates a record in any ServiceNow table — not just the standard REQ/RITM tables. It allows users to interact with complex back-end tables through a simple, friendly catalog interface.

Record Producer vs. Standard Catalog Item

Step-by-Step: Create a Record Producer

1. Navigate to Service Catalog > Catalog Definitions > Record Producers.
2. Click New.
3. Enter a Name (e.g., "Report a Network Issue").
4. Set the Table — this is where the new record will be created (e.g., incident).
5. Add a Category so users can find it in the catalog.
6. Add Variables — the form fields users fill in (same as a regular catalog item).
7. Write the Script to map variables to target table fields (see below).
8. Optionally add a Redirect URL to send users to the created record after submission.
9. Submit and test.

The Mapping Script — Theory & Examples

The Script field runs server-side after form submission. The producer object holds variable values; the current object is the new record being created.

// Map variable answers to Incident fields
current.short_description = producer.issue_description;
current.urgency            = producer.urgency_level;
current.description       = producer.detailed_description;

// Set static values
current.category = 'network';
current.assignment_group.setDisplayValue('Network Team');

// Map the caller to the currently logged-in user
current.caller_id = gs.getUserID();

What is an Order Guide?

An Order Guide is a bundled catalog experience that presents multiple catalog items in a single, wizard-like request flow. When submitted, it creates one REQ containing multiple RITMs — each with its own workflow running independently. This is ideal for complex, multi-team onboarding or provisioning scenarios.

Order Guide vs. Standard Catalog Item

Step-by-Step: Create an Order Guide

1. Navigate to Service Catalog > Catalog Definitions > Order Guides.
2. Click New.
3. Enter a Name (e.g., "New Employee Onboarding Package").
4. Add a Short Description and assign a Category.
5. Submit to create the guide record.
6. Scroll to the Included Items related list and click New.
7. Search for and select each catalog item to include (e.g., "Request Laptop", "Create Email Account", "Issue Badge").
8. For each item, set whether it is Mandatory (user cannot deselect) or optional.
9. Click Try It (top right) to preview the wizard as an end user would see it.

Rule Bases — Conditional Item Inclusion

Rule Bases allow items in an Order Guide to appear or be hidden conditionally based on earlier answers — creating a dynamic, personalised wizard experience.

1. On the Order Guide record, scroll to the Rule Bases related list.
2. Click New.
3. Write a Script condition (e.g., producer.computer_type == "mac").
4. Link this rule to a specific Included Item — the item will only appear when the rule evaluates to true.
5. Test by submitting different variable combinations in the preview.