catalog-items Skill: разработка ServiceNow каталога

--- name: catalog-items description: This skill should be used when the user asks to "create catalog item", "service catalog", "request item", "catalog variables", "variable set", "catalog client script", "order guide", "record producer", or any ServiceNow Service Catalog development. license: Apache-2.0 compatibility: Designed for Snow-Code and ServiceNow development metadata: author: groeimetai version: "1.0.0" category: servicenow tools: - snow_catalog_item_create - snow_catalog_variable_create - snow_query_table - snow_find_artifact --- # Service Catalog Development for ServiceNow The Service Catalog allows users to request services and items through a self-service portal. ## Catalog Components | Component | Purpose | Example | | ---------------- | ------------------------ | --------------------- | | **Catalog** | Container for categories | IT Service Catalog | | **Category** | Group of items | Hardware, Software | | **Item** | Requestable service | New Laptop Request | | **Variable** | Form field on item | Laptop Model dropdown | | **Variable Set** | Reusable variable group | User Details | | **Producer** | Creates records directly | Report an Incident | | **Order Guide** | Multi-item wizard | New Employee Setup | ## Catalog Item Structure ``` Catalog Item: Request New Laptop ├── Variables │ ├── laptop_model (Reference: cmdb_model) │ ├── reason (Multi-line text) │ └── urgency (Choice: Low, Medium, High) ├── Variable Sets │ └── Delivery Information (Address, Contact) ├── Catalog Client Scripts │ ├── onLoad: Set defaults │ └── onChange: Update price ├── Workflows/Flows │ └── Laptop Approval Flow └── Fulfillment └── Creates Task for IT ``` ## Variable Types | Type | Use Case | Example | | ------------------- | ------------------- | ---------------------- | | Single Line Text | Short input | Employee ID | | Multi Line Text | Long input | Business Justification | | Select Box | Single choice | Priority | | Check Box | Yes/No | Express Delivery | | Reference | Link to table | Requested For | | Date | Date picker | Needed By Date | | Lookup Select Box | Filtered reference | Model by Category | | List Collector | Multiple selections | CC Recipients | | Container Start/End | Visual grouping | Hardware Options | | Macro | Custom widget | Cost Calculator | ## Creating Catalog Variables ### Basic Variable ```javascript // Via MCP snow_create_catalog_variable({ catalog_item: "laptop_request", name: "laptop_model", type: "reference", reference: "cmdb_model", reference_qual: "category=computer", mandatory: true, order: 100, }) ``` ### Variable with Dynamic Default ```javascript // Variable: requested_for // Type: Reference (sys_user) // Default value (script): javascript: gs.getUserID() ``` ### Variable with Reference Qualifier ```javascript // Variable: assignment_group // Type: Reference (sys_user_group) // Reference Qualifier: // Simple: active=true^type=it // Dynamic (Script): javascript: 'active=true^manager=' + gs.getUserID() // Advanced (using current variables): javascript: 'u_department=' + current.variables.department ``` ## Catalog Client Scripts ### Set Defaults onLoad ```javascript function onLoad() { // Set default values g_form.setValue("urgency", "low") // Hide admin-only fields if (!g_user.hasRole("catalog_admin")) { g_form.setDisplay("cost_center", false) } // Set default date to tomorrow var tomorrow = new GlideDateTime() tomorrow.addDays(1) g_form.setValue("needed_by", tomorrow.getDate().getValue()) } ``` ### Dynamic Pricing onChange ```javascript function onChange(control, oldValue, newValue, isLoading) { if (isLoading) return // Get price from selected model var ga = new GlideAjax("CatalogUtils") ga.addParam("sysparm_name", "getModelPrice") ga.addParam("sysparm_model", newValue) ga.getXMLAnswer(function (price) { g_form.setValue("item_price", price) updateTotal() }) } function updateTotal() { var price = parseFloat(g_form.getValue("item_price")) || 0 var quantity = parseInt(g_form.getValue("quantity")) || 1 g_form.setValue("total_cost", (price * quantity).toFixed(2)) } ``` ### Validation onSubmit ```javascript function onSubmit() { // Validate business justification for high-cost items var cost = parseFloat(g_form.getValue("total_cost")) var justification = g_form.getValue("business_justification") if (cost > 1000 && !justification) { g_form.showFieldMsg("business_justification", "Required for items over $1000", "error") return false } // Validate date is in future var neededBy = g_form.getValue("needed_by") var today = new GlideDateTime().getDate().getValue() if (neededBy < today) { g_form.showFieldMsg("needed_by", "Date must be in the future", "error") return false } return true } ``` ## Variable Sets ### Creating Reusable Variable Sets ``` Variable Set: User Contact Information ├── contact_name (Single Line Text) ├── contact_email (Email) ├── contact_phone (Single Line Text) └── preferred_contact (Choice: Email, Phone, Either) Use in multiple catalog items: - New Laptop Request - Software Installation - Network Access Request ``` ### Accessing Variable Set Values ```javascript // In workflow or script var ritm = current // sc_req_item // Access variable from variable set var contactEmail = ritm.variables.contact_email var preferredContact = ritm.variables.preferred_contact ``` ## Catalog Workflows/Flows ### Approval Pattern ``` Flow Trigger: sc_req_item created ├── If: Total cost > $5000 │ └── Request Approval: Department Manager │ └── If: Rejected │ └── Update: RITM state = Closed Incomplete ├── If: Total cost > $25000 │ └── Request Approval: VP ├── Create: Catalog Task for Fulfillment └── Wait: Task completion ``` ### Fulfillment Script ```javascript // In catalog item's "Execution Plan" or workflow var ritm = current // sc_req_item // Create an incident from catalog request var inc = new GlideRecord("incident") inc.initialize() inc.setValue("short_description", ritm.short_description) inc.setValue("description", ritm.description) inc.setValue("caller_id", ritm.request.requested_for) inc.setValue("category", ritm.variables.category) inc.setValue("priority", ritm.variables.urgency) inc.insert() // Link incident to request ritm.setValue("u_fulfillment_record", inc.getUniqueValue()) ritm.update() ``` ## Record Producers ### Creating Incidents via Catalog ```javascript // Record Producer: Report an Issue // Table: incident // Script: // Map variables to incident fields current.short_description = producer.short_description current.description = producer.description current.caller_id = gs.getUserID() current.category = producer.category current.subcategory = producer.subcategory current.priority = producer.urgency == "urgent" ? "2" : "3" // Set assignment based on category if (producer.category == "network") { current.assignment_group.setDisplayValue("Network Support") } else { current.assignment_group.setDisplayValue("Service Desk") } ``` ## Order Guides ### Multi-Step Request Wizard ``` Order Guide: New Employee Onboarding ├── Step 1: Employee Information │ └── Variable Set: Employee Details ├── Step 2: Hardware Selection │ ├── Catalog Item: Laptop │ ├── Catalog Item: Monitor │ └── Catalog Item: Peripherals ├── Step 3: Software Requests │ └── Rule: Show software based on department ├── Step 4: Access Requests │ └── Cascade Variable: Copy employee info └── Submit: Creates multiple RITMs ``` ### Order Guide Rule ```javascript // Rule: Show software items based on department function rule(item, guide_variables) { var dept = guide_variables.department // Show engineering software only for Engineering if (item.name == "Engineering Software Suite") { return dept == "engineering" } // Show finance software only for Finance if (item.name == "Financial Tools") { return dept == "finance" } return true // Show all other items } ``` ## Pricing & Approvals ### Dynamic Pricing ```javascript // Catalog Item Script (Pricing) // Runs when item is added to cart var basePrice = parseFloat(current.price) || 0 var quantity = parseInt(current.variables.quantity) || 1 var expedited = current.variables.expedited == "true" var total = basePrice * quantity if (expedited) { total *= 1.5 // 50% rush fee } current.recurring_price = 0 current.price = total ``` ### Approval Rules ``` Approval Definition: High-Value Purchases Condition: total_cost > 5000 Approver: requested_for.manager Wait for: Approval Rejection action: Cancel request ``` ## Best Practices 1. **Variable Naming** - Use descriptive, lowercase names (no spaces) 2. **Variable Sets** - Reuse common variable groups 3. **Reference Qualifiers** - Filter to relevant records only 4. **Client Scripts** - Minimize server calls (use GlideAjax sparingly) 5. **Fulfillment** - Create tasks, don't complete directly 6. **Testing** - Test as different user roles 7. **Mobile** - Test catalog items on mobile/tablet 8. **Documentation** - Add help text to variables