Request Fulfillment Flashcards
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
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
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)
What are the primary tables associated with managing open requests?
Requests (sc_request) Request Item (sc_req_item) Catalog Task (sc_task)
What role can delete catalog tasks?
itil_admin
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
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
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
What is a Content Item used for?
Link to KB Articles
Link to Catalog Content
Link for a Module
(link/target) External Content
How can you use Catalog UI Policies?
To make variables mandatory, visible or read-only based on defined conditions
True or False: When viewed through a Service Portal, Service Catalog Items may be formatted with a maximum of two columns
True
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
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
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
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
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
