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Using the Service Catalog
| Note: This article applies to Fuji and earlier releases. For more current information, see Service Catalog at http://docs.servicenow.com
The ServiceNow Wiki is no longer being updated. Visit http://docs.servicenow.com for the latest product documentation.
A service catalog enables customers to view and order items from departments within your organization. These catalog items can include goods, services, and information.
Anything that can be ordered individually can be ordered as a catalog item. Anything that only exists as a part of a larger whole cannot be a catalog item. For example, a laptop can be a catalog item, but a high-resolution display for a laptop cannot.
The homepage for a service catalog lists the goods and services available to order from that catalog. Catalog items are grouped into categories, which may also contain one or more subcategories. By default, the first ten items in a category appear under the category name on the service catalog homepage.
To access the default service catalog homepage, navigate to Self-Service > Service Catalog.
Click a category name to see a list of all subcategories and items in the category.
Searching a Service Catalog
|Note: If your organization has multiple service catalogs, searches return results only from the currently-viewed catalog.|
To find a specific item in a catalog, use the Search field. Click the down arrow to see a list of previous searches. Catalog search is available on catalog and category pages.
Search results list items in active categories along with their short description. Use the breadcrumbs in the header bar or below the short description to quickly navigate to a different page. The Found In list shows the categories related to the search results in hierarchical format.
Control the number of results shown on one page with the search results selection list.
In the catalog listing, click a link in the breadcrumbs at the top of the screen to quickly navigate back one or more levels in the hierarchy.
To remove the search term from the breadcrumbs, click the x next to the term.
If a search returns multiple results, obtain details about a specific catalog item by clicking More Information.
|Note: The system performs the service catalog search on English language descriptions only.|
Requesting a Service Catalog Item
To place a request from a service catalog, navigate to the catalog homepage and select the item to order. For more information, see Placing a Request.
When an item is ordered, ServiceNow generates a request to track the order and displays a summary that includes the order status in the Stage column:
Each individual catalog item in a request creates a discrete request item. For example, a request for 2 PCs, 1 chair, and 1 desk would produce four request items on a single request.