Capstone Project: Task 3 Solution

Automate Service Catalog Item Fulfillment

Instructions: Import a Strawberry sFone item into the Service Catalog to be requested and develop a
Flow Designer Flow to support and complete the fulfillment process.

Note: Refer to Module 5: Configure Self Service

A. Import a Service Catalog Item

Use the Update Set process to bring in an already developed Strawberry Service Catalog item.

1. Navigate to All > System Update Sets > Retrieved Update Sets.

2. Under Related Links, select Import Update Set from XML.

3. Choose the file (cd_sfone_catalog_item.xml) and select Upload.

Note: The Cloud Dimensions sFone update set XML file now appears in the Retrieved Update
Sets list with a State of Loaded.

4. Open the Strawberry sFone record.

5. Select Preview Update Set.

6. Close the Update Set Preview dialog box.

7. Select Commit Update Set.

8. Close the Update Set Commit dialog box.

9. Return to the Retrieved Update Set record has the State of Committed – OR – return to the
Retrieved Update Sets list and confirm the State of the Strawberry sFone update set is
Committed.

ServiceNow Administration Fundamentals Capstone Project

© 2023 ServiceNow, Inc. All Rights Reserved
B. Create a New Flow Designer Flow
To support the fulfillment of incoming Service Catalog requests for the Strawberry sFone item, create a
new Flow Designer Flow.

1. Navigate to All > Process Automation > Flow Designer.

2. Select the Create New button.

3. Select Flow.

4. Populate the form with the following information:

• Name: Strawberry Workflow
• Run As: System User

5. Select Submit.

ServiceNow Administration Fundamentals Capstone Project

© 2023 ServiceNow, Inc. All Rights Reserved
 6. Optional: Select Take tour to get an overview of Flow Designer.

Alternative: The tours may also be accessed by using the Toggle the Help panel icon.

7. Verify the Flow Designer interface appears.

C. Define a Trigger to Activate the Flow

1. Select the plus (+) icon to the left of Add a Trigger.

2. Select Service Catalog from the Application section.

3. Select Done to complete the Service Catalog trigger.

ServiceNow Administration Fundamentals Capstone Project

© 2023 ServiceNow, Inc. All Rights Reserved
D. Add an Action to Ask for Approval of the Requested Item
1. Under the ACTIONS section, select the plus (+) icon to the left of Add an Action, Flow Logic, or
Subflow.

2. Select Action.

3. Select the Ask for Approval default action type within the ServiceNow Core Installed Spoke.

4. Choose the Requested Item Record to update:

a) In the Data Panel, expand the Trigger - Service Catalog section.
b) Select, hold, and drag the Requested Item Record pill from the Data Panel to the Record
field.
c) Release your mouse to “drop” the pill into the Record field.

Note: This will automatically populate the Table field with Requested Item [sc_req_item].

5. Verify the Table, Approval Field and Journal Fields are auto-filled based on the Requested Item
record.

ServiceNow Administration Fundamentals Capstone Project

© 2023 ServiceNow, Inc. All Rights Reserved
6. In the Rules section, open the Choose approval rule dropdown.

7. Select Anyone approves.

8. Select the Data Pill Picker icon to the right of the Anyone approves field.

Note: Note: Selecting the Data Pill Picker icon will open a search box where you can dot-walk
to select the Manager of the requester for the requested item.

9. Select Trigger - Service Catalog, then select Requested Item Record. Select the right arrow to
navigate to the list of fields on the Requested Item Record.

10. Scroll down and locate the Requested for field.

11. Select the right arrow icon to navigate to the list of fields on the Requested for Record, then
select Manager.

ServiceNow Administration Fundamentals Capstone Project

© 2023 ServiceNow, Inc. All Rights Reserved
 12. Hover on the Trigger Pill to ensure it displays Trigger-Service Catalog -> Requested Item Record ->
Requested for -> Manager.

13. Select Done.

14. Select Save.

E. Add a Wait For Condition

Note: Now that the approval has been requested, the next step is to wait for an approval (or
rejection) from the manager. To accomplish this, we add a Wait For Condition action.

1. Select the plus (+) icon to the left of Add an Action, Flow Logic, or Subflow.

2. Select Action.

3. Select the Wait for Condition in the ServiceNow Core Installed Spoke.

ServiceNow Administration Fundamentals Capstone Project

© 2023 ServiceNow, Inc. All Rights Reserved
4. Drag and drop the Trigger > Requested Item Record to the Record field. This will automatically
populate the Table field with Requested Item [sc_req_item].

5. Set the Condition to Approval | is | Approved.

6. Select OR and add the condition Approval | is | Rejected.

7. Select Done.

ServiceNow Administration Fundamentals Capstone Project

© 2023 ServiceNow, Inc. All Rights Reserved
F. Add Flow Logic – If
Note: If the requested approval is Approved, the tasks for fulfilling the catalog item request
can be created. If the requested approval is Rejected, an email notification can be created
to inform the requester.

1. Select the plus (+) icon to the left of Add an Action, Flow Logic, or Subflow.

2. Select Flow Logic, then select If.

3. Type Requested Item Approved in the Condition Label box.

4. Drag and drop the Approval State field from 1 – Ask For Approvals to Condition 1.

5. Complete the Condition 1 criteria by selecting Approved from the list of Approval states.

6. Select Done.

ServiceNow Administration Fundamentals Capstone Project

© 2023 ServiceNow, Inc. All Rights Reserved
G. Add a Create Catalog Task Action – Order an Item
1. Ensure you are within the If Requested Item Approved step of the flow, then select Action.

2. Select the Create Catalog Task action within ServiceNow Core > Service Catalog.

3. Drag and drop the Requested Item Record pill from section Trigger – Service Catalog to the
Requested Item [Requested Item] field.

4. Type Order the Strawberry sFone in the Short Description field.

5. Add field values in the Fields section by selecting on +Add field value.

6. Populate the form with the following information by selecting + Add field value for each field
identified below:
ServiceNow Administration Fundamentals Capstone Project
© 2023 ServiceNow, Inc. All Rights Reserved
 • Assignment Group | Procurement
• State | Open
• Short Description | Order Strawberry sFone

Note: Notice the Wait field is checked by default. This pauses the flow until the task completes
and is no longer active (e.g., when the task is marked Closed Complete).

7. Select Done.

8. Select Save.

H. Add a Create Catalog Task Action – Configure an Item

1. Select the plus (+) icon below the If Requested Item Approved step.

2. Select Action.

3. Select the Create Catalog Task action within ServiceNow Core > Service Catalog.

ServiceNow Administration Fundamentals Capstone Project

© 2023 ServiceNow, Inc. All Rights Reserved
 4. Drag and drop the Requested Item Record pill from section Trigger – Service Catalog to the
Requested Item [Requested Item] field.
5. Type Configure the Strawberry sFone in the Short Description field.

6. Add field values in the Fields section by selecting on +Add field value.

7. Populate the form with the following information:

• Assignment Group | Software
• State | Open
• Select Done
• select Save.

I. Add a Create Catalog Task Action – Deliver Item

1. Select the plus (+) icon below the second Create Catalog Task action, then select Action.

2. Select the Create Catalog Task action within ServiceNow Core > Service Catalog.

3. Drag and drop the Requested Item Record pill from section Trigger – Service Catalog to the
Requested Item [Requested Item] field.

4. Type Deliver Strawberry sFone in the Short Description field.

5. Populate the fields with the following information by selecting +Add field value for each field
below:
• Assignment Group | Service Desk
• State | Open
• Description | Deliver item to requester or requester’s manager

ServiceNow Administration Fundamentals Capstone Project

© 2023 ServiceNow, Inc. All Rights Reserved
 6. Select Done.

7. Select Save.

8. Locate the Annotation icon to the right of each Task action.

9. For each task action, add an annotation to make it easy to identify each task.

J. Add Flow Logic – Else If

1. Select the plus (+) icon to the left of Add an Action, Flow Logic, or Subflow.

2. Select Flow Logic and then select Else If.

ServiceNow Administration Fundamentals Capstone Project

© 2023 ServiceNow, Inc. All Rights Reserved
 Note: Note: If the Else If logic choice is not available, you may need to clear your cache or use
another browser window.

3. Type the following for the Condition Label: Requested Item Rejected.

4. Drag and drop the Approval State field from 1 – Ask For Approvals to Condition 1.

5. Select is | Rejected from the list of Approval states.

6. Select Done.

7. Select Action within the Else IF logic.

8. Select Send Email within ServiceNow Core > Default.

9. Now we will populate the Send Email fields.

Note: Tip: This will require dot-walking

10. In the To field, select the data pill picker.

ServiceNow Administration Fundamentals Capstone Project

© 2023 ServiceNow, Inc. All Rights Reserved
11. Navigate the following path:

• Trigger - Service Catalog->Requested Item Record->Requested for->Email

12. On Subject, type: Your request for a Strawberry sFone has been rejected.

13. Select Done.

Note: Rather than having the Else If branch stop with the Send Email action, let’s add logic to
end the flow once the email has been sent.

14. Select the plus (+) icon below the Send Email action and select Flow Logic.

15. Select Flow Logic and select End Flow.

16. Select Save.

ServiceNow Administration Fundamentals Capstone Project

© 2023 ServiceNow, Inc. All Rights Reserved
17. Verify your flow is as shown below.

ServiceNow Administration Fundamentals Capstone Project

© 2023 ServiceNow, Inc. All Rights Reserved
K. Create an Update Record task to Close the Requested Item
Record
Note: Once the fulfillment tasks have been completed for the approved item, the State of the
Requested Item should be updated to Closed Complete.

1. Select the plus (+) icon to the left of Add an Action, Flow Logic, or Subflow.

2. Select Action.

3. Under ServiceNow Core > Default, locate and select the Update Record action type.

4. Drag and drop the Trigger > Requested Item Record to the Record field. This will automatically
populate the Table field with Requested Item [sc_req_item].

5. Select +Add Field Value and set State to Closed Complete.

ServiceNow Administration Fundamentals Capstone Project

© 2023 ServiceNow, Inc. All Rights Reserved
 6. Select Done, then select Save.

L. Activate and associate flow to Service Catalog Item

1. Select the Activate button.

Note: A message will appear confirming you would like to activate the flow – select Activate.

2. Return to the main ServiceNow window and navigate to All > Service Catalog > Catalog
Definitions > Maintain Items.
3. Locate and open the Strawberry sFone item record.
4. Scroll down and select the Process Engine tab.

5. Type and select Strawberry Workflow in the Flow field.

6. Select Update to save the Strawberry item record and return to your previous screen.

ServiceNow Administration Fundamentals Capstone Project

© 2023 ServiceNow, Inc. All Rights Reserved
LAB VERIFICATION

A. Test the Flow – Order a Strawberry sFone

Testing Scenario: To test the Flow, impersonate David Loo and order the sFone. Then
impersonate David’s manager to approve the request.

1. Navigate to System Properties by typing sys_properties.list in the Filter Navigator.

2. Locate the com.snc.process_flow.reporting.level and ensure the record is saved with the ON
value. You can do this by opening the record and typing the value ON, or you can edit directly
inline by double-clicking in the field.

Note: This is required to view the Flow execution at the end of the lab verification and
troubleshoot if necessary

3. Impersonate David Loo.

4. Navigate to All > Self-Service > Service Catalog.

5. Select the Mobiles category.

6. Locate and open the Strawberry sFone item.

7. Confirm the title, description, and picture are displayed.

8. Select Order Now.

Note: Tip: You should see a confirmation message that your request has been submitted.
ServiceNow Administration Fundamentals Capstone Project
© 2023 ServiceNow, Inc. All Rights Reserved
 9. Impersonate Bud Richman (David’s manager).

10. Close the Workspace Tour (or explore it if you would like).

11. Navigate to All > Service Desk > My Approvals.

12. Open the approval request by selecting the Requested link.

13. Select Approve.

14. End impersonation.

B. Complete the Tasks to Fulfill the Request

Note: As the System Administrator, you will test the flow logic by completing the catalog tasks
rather than impersonating users in the fulfillment groups.

1. Navigate to All > Service Catalog > Open Records > Tasks.

2. Open the task with the short description, Order the Strawberry sFone (you may add Work notes).

3. Select Close Task.

4. From the List Controls Menu, select Refresh List (or refresh your browser).

5. Open the task with the short description, Configure the Strawberry sFone (you may add Work
notes).

6. Select Close Task.

7. Refresh the list (If the next task does not appear, refresh the list again).

8. Open the task with the short description, Deliver Strawberry sFone (you may add Work notes).

9. Select Close Task.

ServiceNow Administration Fundamentals Capstone Project

© 2023 ServiceNow, Inc. All Rights Reserved
C. Review Flow Execution
1. Navigate to All > Process Automation > Flow Designer.

2. Locate, then select the Strawberry Workflow.

3. Open the Strawberry Workflow execution.

4. Open the Strawberry Worflow and review the status of the workflow (Completed) and the State of
each step. Is it what you expected? If not, troubleshoot and work through the Lab Validation steps
again.

ServiceNow Administration Fundamentals Capstone Project

© 2023 ServiceNow, Inc. All Rights Reserved