Request Fulfillment Flashcards by M N

How does the Service Catalog and Request Fulfillment correlate?

After an order has been placed in SC, the Request Fulfillment process begins:

for each catalog item, workflows facilitate the approval process as well as the fulfillment tasks

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What are the four stages in the Request Fulfillment Process Lifecycle?

Submittal

browse SC
select item
fill req form

Approval

notify approvers
approve/reject

Fulfillment

locate/perform/update tasks
view workflow to see tasks

Closure

close all tasks
req item + req closes automatically

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What are the primary tables associated with catalog definitions?

Catalog (sc_catalog)
Category (sc_category)
Catalog Item (sc_cat_item)
Order Guide (sc_cat_item_guide)

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What are the primary tables associated with managing open requests?

Requests (sc_request)
Request Item (sc_req_item)
Catalog Task (sc_task)

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What role can delete catalog tasks?

itil_admin

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Which of the following Service Catalog variable types are not supported in Mobile interfaces? (12)

read these for recognition, no need to know them all

Break
Containers
Email
HTML
Label
List Collector
Lookup Multiple Choice 
Macros
Masked
Multiple Choice
UI Page
URL

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How can info provided in a record producer be mapped to fields in the resulting record? (2 ways)

In the script field using javascript

By selecting the Map to Field checkbox on the variable record and selecting the fields to populate

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What is the difference between the Default Variables Editor and the VEditor?

Default Variables Editor
- only for record producers

VEditor
- for Catalog Items and Catalog Tasks: works ONLY on Requested Item and Catalog Task Forms

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What is a Content Item used for?

Link to KB Articles

Link to Catalog Content

Link for a Module

(link/target) External Content

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How can you use Catalog UI Policies?

To make variables mandatory, visible or read-only based on defined conditions

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True or False: When viewed through a Service Portal, Service Catalog Items may be formatted with a maximum of two columns

True

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When an end-user (with no roles in the platform) submits an Incident using the Self-Service interface or Service Portal, Related Search Results automatically display search results from Knowledge Bases and Service Catalogs. These Related Search Results are a form of __________ ?

Incident Deflection

Related Search Result

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Which feature can Service Desk Agents use to ensure that Knowledge Articles they attach to Incidents are appropriate to share with Callers?

Contextual Search - Search as

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Which components can be turned on or off in the Service Catalog Cart Layout? (5)

No Cart
No Quantity
No Order
No Proceed Checkout
Omit Price in Cart

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What happens if Cascade variables is set on the order guide?

For usability what should you do to hide cascade variables when building an order guide?

Values for common variables will be populated on each catalog item in the order guide.

Create an onChange catalog client script to hide the cascade variables
- keeps it clean and neat on the user interface

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What can appear in Service Catalogs?

Catalog Items
Record Producers
Order Guides
Content Items

What can you do to show where variable sets are used in?

Add the related list ‘Included in’ to the variable set form to view what the variable set is used in

What is the difference between data variables and formatters?

Formatters help determine and manage the layout of forms (containers)

Data variables collect data from the user (single line text)

What are the limitations for Service Portal when it comes to Variables and Variable sets?

Formatters may contain a max of 2 columns

Variable sets with formatters may contain a max of 2 columns

Widgets should be used instead of Macros or Macros with label

UI Pages are not supported

What is the main purpose of a Catalog Client Script?

To control behavior of catalog items when presented to the user

What are some of the main things to use a Catalog Client Script for?

To validate content

Populate fields dynamically

Clear variable values based on changes to other variables

Where are requests created in ServiceNow? (7)

Service Portal
Service Catalog Application
Walk-up
From an Incident record
Email
Integration
Universal Request

Where can Process (ITIL, Fulfillers) users create requests from?

Process users can create requests directly from:

Catalog application
Service portal
From an Incident Record

How can requests be created using integrations?

Requests can be created automatically by means of REST API Integration

What role is used to administer user criteria? (2)

The user_criteria_admin role. The catalog_admin role contains this role, this allows users with catalog admin to administer user criteria

A record is added to the _______ table each time a Knowledge article is viewed. The record includes fields to identify the user who viewed the article and whether the article was attached to a Task.

Knowledge Use [kb_use]

How do you get to the service catalog overview?

Service Catalog > Catalog Administration > Overview

Which one of the following is proper syntax for accessing values of variables from a Record Producer script field? * g_form.getReference(‘variable_name’) * g_form.getVariable(‘variable_name’) * producer.variable_name * current.variable_name

producer.variable_name

Categories and sub-categories are stored in which table?

[sc_category]

Catalog UI Policies can apply to?

A catalog item | A variable set

How do you restrict access to catalog items or categories?

User Criteria | Not applicable to catalog

What are the stages in the Request Fulfillment Configuration lifecycle? (diff from process lifecycle)

Plan and Create - catalogs/categories Build Items - catalog items/record producers/content items/order guides/variable sets Define Fulfillment Process (flows) Administer and Improve - approver groups etc

How many top-level categories are recommended and how deep (level) should you nest them?

8-10 top-level 1-2 levels deep

Rather than creating unnecessary fields on tables such as incident when fields are not able to be mapped from the record producer, a ________ may be added to a form view instead:

Variable Editor | exists only for Incident, Problem and Change when created via Record Producer

What are Catalog client scripts and what "types" are there? (3)

Controls behavior of Catalog Items when presented to users onLoad - modify choice list options onChange - on change of var A, clear value B etc. onSubmit - validate field values

What role allows users to manage user criteria?

user_criteria_admin | catalog_admin has this role

What are the Requested Item & Catalog Task states? (6)

``` Pending Open Work in Progress Closed Complete Closed Incomplete Closed Skipped ```

What are the Request states? (7)

``` Pending Approval Approved Closed Complete Closed Incomplete Closed Cancelled Closed Rejected Closed Skipped ```