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Service Catalog release notes

Service Catalog release notes

ServiceNow® Service Catalog product enhancements and updates in the Kingston release.

Service Catalog provides a customer-facing view of available service and product offerings provided by departments within the organization.

Kingston upgrade information

Before upgrading, you should be aware of changes made to the underlying Service Catalog data model. These changes affect the way that you implement multiple service catalogs. For details, see Upgrade to multiple service catalogs.

If you are upgrading from a version prior to the Fuji release, see Migrate cart layouts.

Activation information

Active by default.

New in the Kingston release

Plugin for Service Catalog in Service Portal
The scoped Service Portal - Service Catalog v2 plugin (com.glideapp.servicecatalog.portal) is active by default for zBoot users. Upgrade users should activate the Service Portal - Service Catalog v2 plugin. This plugin enables the following widgets:
  • Catalog Homepage Search (ID: cat-homepage-search)
  • SC Scroll to top (ID: sc-scroll-to-top)
  • Requests and Approvals
  • Recent & Popular Items (ID: sc-recent-popular)
Service Catalog landing page in Service Portal
The Service Catalog landing page in Service Portal is available by default for zBoot users. Upgrade users should activate the Service Portal - Service Catalog v2 plugin (com.glideapp.servicecatalog.portal). You can access this landing page by clicking:
  • The Order Something link from the Service Portal landing page.
  • The Service Catalog option from the main menu header of Service Portal.
  • The Service Catalog text (if available) on any breadcrumb link that is displayed on the Service Catalog pages in Service Portal.

The landing page has:

  • A search bar to search only within Service Catalog.
  • The Browse by Categories option to navigate to the list of categories in Service Catalog and the items within. Click this option to navigate to the categories landing page.
  • The Requests and Approvals widget to display the list of requests and approvals associated with the user. The list is based on the My Request Filter configuration available on the Platform.
  • The My Saved Bundles widget to display the saved bundles associated with the user. You can remove a bundle, or open a bundle to add or replace the cart with the items in the bundle.
  • The My Recent Items widget to display catalog items, record producers, or order guides that are most recently viewed or requested by the user. An instance option on the widget allows you to display either the viewed or requested items. This widget is not displayed when it has no data.
  • The Popular Items widget to display the most popular catalog items ordered across the organization by other users. These items are displayed based on the Top Requests dynamic category. This widget is not displayed when there is no data.
SC Scroll to top widget in Service Portal
In the Service Portal mobile view, the SC Scroll to top widget (sc_scroll_to_top) lets you scroll to the top of the screen after you scroll down. This widget is displayed when you start to scroll upwards after reaching a specific screen height. You can specify the screen height using the Height from top (px) instance option.
SC Catalog Item widget in Service Portal
The SC Catalog Item widget (widget-sc-cat-item-v2) is available when you access a catalog item in Service Portal from these areas:
  • Search bar on the Service Portal landing page.
  • Search bar on the Service Catalog landing page.
  • Browsing through categories.
  • My Recent Items widget.
  • Popular Items widget.

This widget consists of:

  • Item form: Displays the image and the description of the catalog item. You can add attachments when required. The short description of the item is always available at the top of the form even if you scroll down in the item form.
  • Ordering widget: Displays the quantity and price of the item. You can add this item to the cart or wish list, or order the item. You can use the Display Order Widget at the bottom of the item form on Desktop instance option to specify if the Ordering widget should be displayed to the right of the catalog item form or at the bottom of the form. When displayed to the right, this widget is always available even if you scroll down in the item form.
SC Order Guide widget in Service Portal
The SC Order Guide widget (widget-sc-order-guide-v2) is available when you access an order guide in Service Portal from these areas:
  • Search bar on the Service Portal landing page.
  • Search bar on the Service Catalog landing page.
  • Browsing through categories.
  • My Recent Items widget.
  • Popular Items widget.

This widget consists of the following sections:

  • Describe Needs: Displays the image, description, and variables associated with the order guide.
  • Choose Options: Displays a list of catalog items included in the order guide based on the information provided in the Describe Needs section and the rule base configured for the order guide. Each catalog item is displayed with its name and description on an accordion. You can provide variable information for catalog items, and include or exclude the catalog items in the order guide request.
    Note: The Show Include Toggle (Service Portal) field available on the order guide form controls the availability of a toggle for each catalog item in the Choose Options section.
  • Summary: Displays the summary of the order guide that you can review before requesting the order guide.

You can add attachments to each catalog item in the order guide. When the order guide is submitted, the files attached to each item are available on the corresponding requested item (RITM).

SC Wish List Cart widget in Service Portal
The SC Wish List Cart widget (sc_wishlist_cart) is available in Service Portal if the wish list is enabled for Service Catalog. Once enabled, the following options are available:
  • The Wish List menu option on the main navigation bar.
  • The Add to Wish List button in the Ordering widget for catalog items and record producers. When you edit an item that is added to the wish list, the Update Wish List button is displayed in the corresponding Ordering widget.
  • A wish list details page that displays all items in the Wish List. You can view or delete catalog items, clear the wish list, or navigate to the Service Catalog landing page.
SC Shopping Cart widget in Service Portal
The SC Shopping Cart widget (sc-shopping-cart-v2) is introduced in Service Portal.
  • When you delete an item from the cart, a confirmation message is displayed.
  • When you add an item to the cart, a confirmation message is displayed with a link to the cart. You can click View Cart to navigate to the cart details page. You can add the same item to the cart multiple times.
  • You can click the image or name of an item on the cart details page to navigate to the cart item page. It does not open a new instance of the item, but the instance that is in the cart, so that you can edit the details.
Description of a catalog item or order guide in the Service Portal mobile view
The Enable Show More/Less for Item description on Mobile instance option on a catalog item and order guide lets you display a complete or partial description. This option is also applicable for catalog items within the order guide.
Category path for catalog items in Service Portal

When you access an item from the Service Catalog landing page or type ahead search results, the breadcrumb of the item displays the path based on the primary category configured on that item. When you access the item from a specific category, the breadcrumb of the item displays the path based on that category.

Checkout process in Service Portal
When you request a catalog item or order guide in Service Portal using any of the following options, the Order Confirmation window is displayed.
  • The Order Now button on catalog items and order guides.
  • The Checkout button in the Cart menu from the main navigation bar.
  • The Proceed to Checkout button on the cart details page.

In the Order Confirmation window, if authorized, you can place the request for another user using the Request For choice list. The search in this choice list is performed for the User [sys_user] table columns specified in the Service Catalog property, glide.sc.request_for.columns (Additional columns for the “request for” Service Catalog widget. Choose fields in the sys_user table. Must be semicolon separated).

After you submit an order for a catalog item or order guide, the Order Status page is displayed with the request number, estimated delivery date for the entire order, and the status of individual ordered items. You can use instance options to display any pre-defined columns.

Status of requests in Service Portal
You can check the status of submitted requests using the following options:
  • The Requests menu option on the main navigation bar.
  • The My Requests widget on the Service Catalog landing page.

When you select a request, the associated order status page is displayed. From this page, you can navigate to the ticket item form of individual requested items, and then view updates for the requested item details and enter comments for fulfiller.

Availability of a catalog item in Service Portal
The Hide on Service Portal check box on a catalog item form can be used to display or hide a catalog item in Service Portal.
Search in Service Catalog
The Meta field is added to the default catalog item form to specify a comma-separated list of tags used to search for the item.

When you search for a catalog item by a keyword in Service Catalog, the search results are displayed by considering a few columns of the catalog table. The search results are sorted based on the frequency of the keyword and the weightage of the following columns:

  • Name
  • Meta
  • Short Description
  • Description
  • Category
  • Catalogs
  • Class
Note: Text regeneration is mandatory to use this feature.

If the keyword does not have exact matches, its closest matches are displayed as Did you mean suggestions.

Read-only variable editor
For catalog items, you can make the VEditor read-only by activating the onLoad client script, Variable Editor Readonly, for the following tables:
  • Requested Item [sc_req_item]
  • Catalog Task [sc_task]
You can also make these scripts conditional by adding additional conditions to them. These scripts can be copied for other task-based tables where record producers are used.
Enhancements to the SC Categories widget in Service Portal
  • You can click the category count or anywhere in the row to view the category details.
  • The long category names are shortened to fit in a single line, and the additional text is displayed as ellipses. When you point to the category name, the full name is displayed as a tool tip.
  • On the category details page, you can click Card View or Grid View to change the display of category items.
  • The Number of categories to load instance option is added. By default, 10 categories are displayed. If there are additional categories, the Show All option is available.
Enhancements to the SC Category Page widget in Service Portal
The following instance options are added:
  • Number of items to display per page
  • Show items from Child Categories

Changed in this release

  • Service Catalog properties: These properties have been organized into logical groups.
  • Roles for variables in reports: If variables have any roles defined, those roles will be honored while displaying the variables in reports. For example, if a variable with a read role is added to a list in a report, a user without that role cannot view the variable value when the report is opened.
  • Format of the delivery address: The format is uniform across different UIs such as Platform, Portal, and REST. Applicable even if the logged-in user has the role to change the Request for field.
  • Service Catalog homepages: The homepages are Web Content Accessibility Guidelines (WCAG-A) compliant. You can add categories using the keyboard and screen reader, without using the mouse device.
  • Workflow association in the catalog item form: When you associate a workflow in the catalog item form, only workflows associated with the Requested Item [sc_req_item] table are displayed.
  • Info pop-up of a reference field: Click the info icon of a reference field instead of pointing to it, to open the pop-up.
  • Navigation from a catalog form: The Catalog form displays a warning message when you navigate from a form that you have edited but not submitted.

Removed in this release

  • The following tables do not have public access in the base system by default because of security reasons:
    • Catalog [sc_catalog]
    • Category [sc_category]
    • Catalog Item [sc_cat_item]
  • The glide.sc.cart.add_on_ref_click property has been removed because of a change to the method used to open the info pop-up for a reference field.
  • The following Service Catalog widgets in Service Portal are deprecated:
    • The widget with the ID: widget-sc-cat-item is renamed as SC Catalog Item Deprecated.
    • The widget with the ID: widget-sc-order-guide is renamed as SC Order Guide Deprecated.
    • The widget with the ID: sc-shopping-cart is renamed as SC Shopping Cart Deprecated.