Catalog Item Generation

• Plugins: com.glideapp.servicecatalog (Service Catalog)
• Roles: catalog_admin, catalog_manager, or admin
• Access: Read/write access to sc_cat_item, sc_category, sc_cat_item_category, item_option_new, and workflow tables
• Knowledge: Understanding of your organization's catalog structure, approval policies, and fulfillment groups

Procedure

Step 1: Analyze the Natural Language Description

Parse the user's description to identify the catalog item components:

Step 2: Find or Create the Target Category

Query existing categories to place the item correctly.

Using MCP (Claude Code/Desktop):

Tool: SN-Query-Table
Parameters:
  table_name: sc_category
  query: active=true^titleLIKEHardware
  fields: sys_id,title,description,parent,sc_catalog,active,icon
  limit: 10

Using REST API:

GET /api/now/table/sc_category?sysparm_query=active=true^titleLIKEHardware&sysparm_fields=sys_id,title,description,parent,sc_catalog,active,icon&sysparm_limit=10&sysparm_display_value=true

Create a new category if needed:

Tool: SN-Create-Record
Parameters:
  table_name: sc_category
  fields:
    title: "Hardware Requests"
    description: "Request new hardware including laptops, monitors, peripherals, and accessories"
    sc_catalog: [catalog_sys_id]
    parent: [parent_category_sys_id]
    active: true
    icon: "hardware-laptop"

Step 3: Create the Catalog Item

Generate the catalog item record with all core fields.

Using MCP:

Tool: SN-Create-Record
Parameters:
  table_name: sc_cat_item
  fields:
    name: "New Laptop Request"
    short_description: "Request a new laptop with your preferred specifications"
    description: |
      Use this form to request a new laptop computer. Select your preferred model,
      specifications, and provide business justification. Requests over $2,000 require
      IT Director approval.

      **Included with all laptops:**
      - Standard software image
      - 3-year warranty
      - Docking station and power adapter

      **Expected delivery:** 5-10 business days after approval
    category: [category_sys_id]
    sc_catalogs: [catalog_sys_id]
    active: true
    availability: on_desktop
    type: item
    fulfillment_group: [hardware_team_sys_id]
    delivery_time: "2026-03-19 08:00:00"
    price: 1200
    recurring_price: 0
    order: 100
    icon: "hardware-laptop"
    mandatory_attachment: false
    request_method: order_guide

Using REST API:

POST /api/now/table/sc_cat_item
Content-Type: application/json

{
  "name": "New Laptop Request",
  "short_description": "Request a new laptop with your preferred specifications",
  "description": "Use this form to request a new laptop computer...",
  "category": "[category_sys_id]",
  "sc_catalogs": "[catalog_sys_id]",
  "active": "true",
  "type": "item",
  "fulfillment_group": "[hardware_team_sys_id]",
  "price": "1200",
  "order": "100"
}

Step 4: Generate Catalog Variables

Create the form variables (questions) that requesters will fill out.

Using MCP:

Tool: SN-Create-Record
Parameters:
  table_name: item_option_new
  fields:
    cat_item: [cat_item_sys_id]
    name: "laptop_model"
    question_text: "Laptop Model"
    type: 3
    choice_table: ""
    default_value: "standard"
    mandatory: true
    order: 100
    tooltip: "Select the laptop model that best fits your work requirements"

Variable types reference:

Create multiple variables for a complete form:

Tool: SN-Execute-Background-Script
Parameters:
  description: Create catalog item variables for laptop request
  script: |
    var itemId = '[cat_item_sys_id]';
    var variables = [
      { name: 'laptop_model', question_text: 'Laptop Model', type: 3, mandatory: true, order: 100, tooltip: 'Select your preferred model' },
      { name: 'ram_size', question_text: 'RAM (Memory)', type: 3, mandatory: true, order: 200, default_value: '16gb' },
      { name: 'storage_size', question_text: 'Storage', type: 3, mandatory: true, order: 300, default_value: '512gb' },
      { name: 'additional_software', question_text: 'Additional Software Required', type: 2, mandatory: false, order: 400 },
      { name: 'business_justification', question_text: 'Business Justification', type: 2, mandatory: true, order: 500, tooltip: 'Explain why this laptop is needed' },
      { name: 'needed_by_date', question_text: 'Date Needed By', type: 9, mandatory: false, order: 600 },
      { name: 'replace_existing', question_text: 'Is this replacing an existing laptop?', type: 1, mandatory: true, order: 700, default_value: 'false' },
      { name: 'existing_asset_tag', question_text: 'Existing Asset Tag', type: 6, mandatory: false, order: 800, tooltip: 'Enter asset tag of laptop being replaced' }
    ];

    variables.forEach(function(v) {
      var gr = new GlideRecord('item_option_new');
      gr.initialize();
      gr.cat_item = itemId;
      gr.name = v.name;
      gr.question_text = v.question_text;
      gr.type = v.type;
      gr.mandatory = v.mandatory || false;
      gr.order = v.order;
      if (v.default_value) gr.default_value = v.default_value;
      if (v.tooltip) gr.tooltip = v.tooltip;
      gr.active = true;
      gr.insert();
    });

    gs.info('Created ' + variables.length + ' variables for catalog item');

Add choices for Multiple Choice variables:

Tool: SN-Execute-Background-Script
Parameters:
  description: Create choices for laptop model variable
  script: |
    var choices = [
      { text: 'Standard (Dell Latitude 5540)', value: 'standard', price: 1200, order: 100 },
      { text: 'Performance (Dell Latitude 7640)', value: 'performance', price: 1800, order: 200 },
      { text: 'Developer (MacBook Pro 14")', value: 'developer', price: 2400, order: 300 },
      { text: 'Executive (MacBook Pro 16")', value: 'executive', price: 3200, order: 400 }
    ];

    choices.forEach(function(c) {
      var gr = new GlideRecord('question_choice');
      gr.initialize();
      gr.question = '[laptop_model_var_sys_id]';
      gr.text = c.text;
      gr.value = c.value;
      gr.price = c.price || 0;
      gr.order = c.order;
      gr.inactive = false;
      gr.insert();
    });

    gs.info('Created ' + choices.length + ' choices for laptop model');

Step 5: Configure Approval Rules

Set up approval requirements based on item cost or other criteria.

Using MCP:

Tool: SN-Create-Record
Parameters:
  table_name: sysapproval_group
  fields:
    document_id: [cat_item_sys_id]
    assignment_group: [manager_approval_group_sys_id]
    approval_column: approval
    condition: "price>0"
    order: 100
    approval: requested

Using REST API:

POST /api/now/table/sysapproval_group
Content-Type: application/json

{
  "document_id": "[cat_item_sys_id]",
  "assignment_group": "[manager_approval_group_sys_id]",
  "approval_column": "approval",
  "condition": "price>0",
  "order": "100"
}

Step 6: Link Item to Category

Create the item-to-category association for catalog navigation.

Using MCP:

Tool: SN-Create-Record
Parameters:
  table_name: sc_cat_item_category
  fields:
    sc_cat_item: [cat_item_sys_id]
    sc_category: [category_sys_id]

Using REST API:

POST /api/now/table/sc_cat_item_category
Content-Type: application/json

{
  "sc_cat_item": "[cat_item_sys_id]",
  "sc_category": "[category_sys_id]"
}

Step 7: Validate and Activate

Verify the complete item configuration before publishing.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: item_option_new
  query: cat_item=[cat_item_sys_id]^active=true
  fields: name,question_text,type,mandatory,order,default_value
  limit: 30
  order_by: order

Check the item in the catalog API:

GET /api/sn_sc/servicecatalog/items/[cat_item_sys_id]?sysparm_display_value=true

Activate the item:

Tool: SN-Update-Record
Parameters:
  table_name: sc_cat_item
  sys_id: [cat_item_sys_id]
  fields:
    active: true
    visible_standalone: true

Tool Usage

MCP Tools Reference

REST API Reference

Best Practices

• Consistent naming: Use a naming convention for variable names (snake_case) and question text (Title Case) across all items
• Mandatory justification: Always include a business justification variable for items above a cost threshold
• Limit variable count: Keep forms under 12 variables; use variable sets to group related fields
• Set default values: Pre-populate common selections to reduce requester effort
• Use reference variables: Link to existing tables (e.g., cmn_location for office location) instead of free text
• Test before publishing: Validate the item in a non-production catalog or with active=false before making it visible
• Document fulfillment: Include clear fulfillment instructions in the item description for the assignment group
• Version catalog items: Use the item's meta field or work notes to track configuration changes over time

Troubleshooting

Variables Not Appearing on Item Form

Cause: Variable cat_item reference does not match the item sys_id, or the variable is inactive Solution: Query item_option_new with cat_item=[sys_id] to verify the association. Check active=true on each variable.

Item Not Visible in Catalog

Cause: Item is inactive, not linked to a catalog, or the user lacks the required role/group to see it Solution: Verify active=true, sc_catalogs is set, and check sc_cat_item_user_criteria for access restrictions.

Approval Not Triggering

Cause: Approval rule condition does not match, or no approval group is configured for the item Solution: Review sysapproval_group records for the item. Verify the condition expression evaluates to true for the request.

Choices Not Displaying for Dropdown

Cause: question_choice records are not linked to the correct variable sys_id Solution: Query question_choice with question=[variable_sys_id] and verify inactive=false.

Examples

Example 1: Generate Item from Description

Input: "Create a catalog item for requesting a parking pass. Employees should select their office location, parking type (indoor/outdoor), vehicle license plate, and start date. Manager approval required."

Generated Item:

• Name: "Parking Pass Request"
• Category: "Facilities"
• Variables: Office Location (reference), Parking Type (dropdown), License Plate (text), Start Date (date)
• Approval: Manager approval

Example 2: Software License Request

Input: "Need a form to request software licenses. Users pick the software from a list, enter number of licenses, provide justification. Over 10 licenses needs IT Director approval."

Tool: SN-Create-Record
Parameters:
  table_name: sc_cat_item
  fields:
    name: "Software License Request"
    short_description: "Request new or additional software licenses"
    category: [software_category_sys_id]
    sc_catalogs: [catalog_sys_id]
    active: true
    type: item
    fulfillment_group: [software_team_sys_id]
    order: 200

Example 3: Bulk Item Generation

Input: "Create 3 items for the HR category: Badge Replacement ($25), Desk Relocation (free), and Ergonomic Assessment (free)"

Use the batch background script approach from Step 4, creating all three items and their variables in a single script execution.

Related Skills

• catalog/variable-management - Advanced variable configuration and variable sets
• catalog/ui-policies - Dynamic form behavior based on variable values
• catalog/approval-workflows - Complex approval routing and escalation
• catalog/item-creation - Standard item creation procedures
• catalog/request-fulfillment - Fulfillment workflow configuration
• catalog/multi-turn-ordering - Conversational ordering via Virtual Agent