Lesson 05
To attach a workflow to a catalog item in a system like ServiceNow, you typically associate the workflow with the “Requested Item” (RITM) table and then link it to the specific catalog item. This allows the workflow to manage the fulfillment process of the item, including approvals, tasks, and other automated actions.
Here’s a breakdown of the process:
1. Creating the Workflow:
- You’ll first need to create a workflow that is designed to handle the specific tasks associated with the catalog item. For example, if the catalog item is for a software request, the workflow might include steps for approval, software installation, and user notification.
- Workflows are often built on the “Requested Item” (RITM) table in systems like ServiceNow because the RITM represents a specific instance of a catalog item being requested.
- Workflows can leverage catalog item variables to make decisions and tailor the fulfillment process to the user’s input.
2. Connecting the Workflow to the Catalog Item:
- In the catalog item record, you’ll need to specify that the workflow should be triggered when the item is requested.
- This is often done by selecting the workflow from a list of available workflows in the catalog item’s settings.
- The system then knows to run the associated workflow when a user submits a request for that catalog item.
3. Testing the Workflow:
- After attaching the workflow, it’s crucial to test it thoroughly to ensure it behaves as expected.
- This involves submitting a request for the catalog item and observing the workflow’s progress, including approvals, tasks, and notifications.
- Testing should cover different scenarios, including successful requests, rejections, and potential errors.
Example:
Imagine a catalog item for requesting a new laptop. The workflow might include:
- Approval: An “Approval – User” activity that sends an email to the manager for approval.
- Task: A catalog task for the IT team to order the laptop.
- Notification: A notification to the user when the laptop is ready for pickup.
By attaching this workflow to the laptop catalog item, the entire process of requesting, approving, and fulfilling the request is automated.