AI-Assisted Catalog Builder

Overview

This skill provides an AI-driven approach to building ServiceNow Service Catalog items from natural language descriptions:

• Generating catalog item records with refined titles, descriptions, and metadata from brief user prompts
• Creating and configuring catalog variables (text, reference, select, checkbox, multi-row variable sets)
• Setting up fulfillment workflows using Flow Designer or execution plans
• Configuring catalog UI policies and client scripts for dynamic form behavior
• Organizing items into categories and subcategories
• Generating user-facing content with clear instructions and help text
• Setting up approval rules and pricing configurations

When to use: When service owners or catalog administrators need to rapidly create catalog items from business descriptions, or when standardizing catalog item quality through AI-assisted content generation.

Prerequisites

• Roles: catalog_admin, catalog_manager, or admin
• Plugins: com.glideapp.servicecatalog (Service Catalog), com.glide.hub.flow_designer (Flow Designer)
• Access: Write access to sc_cat_item, item_option_new, sc_category, catalog_ui_policy
• Knowledge: Service Catalog concepts, variable types, fulfillment process design
• Related Skills: catalog/item-creation for manual item creation, catalog/variable-management for variable details, catalog/approval-workflows for approvals

Procedure

Step 1: Parse the Natural Language Request

Analyze the user's description to extract:

• Service name: What the catalog item provides
• Target audience: Who will request this item (all users, IT staff, managers)
• Required information: What data needs to be collected (variables)
• Fulfillment process: What happens after submission (approvals, tasks, automation)
• Cost/pricing: Whether the item has a price or is free
• Category placement: Where the item belongs in the catalog hierarchy

Example Input: "Create a catalog item for requesting a new laptop. Users should pick between Mac and Windows, choose a size, provide business justification, and get manager approval. IT should get a task to procure and configure it."

Step 2: Identify or Create the Catalog Category

MCP Approach:

Tool: SN-Query-Table
Parameters:
  table_name: sc_category
  query: title=Hardware
  fields: sys_id,title,description,parent,active,icon
  limit: 5

If the category does not exist, create it:

Tool: SN-Create-Record
Parameters:
  table_name: sc_category
  data:
    title: "Hardware"
    description: "Hardware procurement and provisioning requests"
    parent: "<parent_category_sys_id>"
    active: true
    icon: "fa-laptop"

REST Approach:

GET /api/now/table/sc_category?sysparm_query=title=Hardware&sysparm_fields=sys_id,title,description,parent,active&sysparm_limit=5

POST /api/now/table/sc_category
Body: {
  "title": "Hardware",
  "description": "Hardware procurement and provisioning requests",
  "parent": "<parent_category_sys_id>",
  "active": "true"
}

Step 3: Generate the Catalog Item Record

MCP Approach:

Tool: SN-Create-Record
Parameters:
  table_name: sc_cat_item
  data:
    name: "New Laptop Request"
    short_description: "Request a new laptop for business use"
    description: |
      <p>Use this form to request a new laptop computer. Available options include
      Mac and Windows configurations in standard and premium tiers.</p>
      <h4>What you will need:</h4>
      <ul>
        <li>Your preferred operating system (Mac or Windows)</li>
        <li>Screen size preference</li>
        <li>Business justification for the request</li>
      </ul>
      <h4>What happens next:</h4>
      <ol>
        <li>Your manager will review and approve the request</li>
        <li>IT Procurement will order the hardware (3-5 business days)</li>
        <li>IT Support will configure and deliver the laptop (1-2 business days)</li>
      </ol>
    category: "<category_sys_id>"
    active: true
    availability: on_desktop_and_mobile
    order: 100
    delivery_time: "5 business days"
    price: "0"
    billable: false
    workflow: "<flow_sys_id>"

REST Approach:

POST /api/now/table/sc_cat_item
Body: {
  "name": "New Laptop Request",
  "short_description": "Request a new laptop for business use",
  "description": "<p>Use this form to request a new laptop...</p>",
  "category": "<category_sys_id>",
  "active": "true",
  "availability": "on_desktop_and_mobile",
  "delivery_time": "5 business days"
}

Step 4: Create Catalog Variables

Generate variables based on the information requirements identified in Step 1.

Select Box Variable -- Operating System:

MCP Approach:

Tool: SN-Create-Record
Parameters:
  table_name: item_option_new
  data:
    cat_item: "<cat_item_sys_id>"
    name: "os_preference"
    question_text: "Operating System"
    type: 3
    mandatory: true
    order: 100
    tooltip: "Select your preferred operating system"
    default_value: ""
    choice_table: ""
    choice_field: ""

Then create the choices:

Tool: SN-Create-Record
Parameters:
  table_name: question_choice
  data:
    question: "<variable_sys_id>"
    text: "MacOS (MacBook Pro)"
    value: "mac"
    order: 100

Reference Variable -- Cost Center:

Tool: SN-Create-Record
Parameters:
  table_name: item_option_new
  data:
    cat_item: "<cat_item_sys_id>"
    name: "cost_center"
    question_text: "Cost Center"
    type: 8
    mandatory: true
    order: 300
    reference: "cmn_cost_center"
    reference_qual: "active=true"

Multi-Line Text -- Business Justification:

Tool: SN-Create-Record
Parameters:
  table_name: item_option_new
  data:
    cat_item: "<cat_item_sys_id>"
    name: "business_justification"
    question_text: "Business Justification"
    type: 2
    mandatory: true
    order: 400
    tooltip: "Explain why you need this laptop (minimum 50 characters)"

Common variable types reference:

Type Code	Type Name	Use Case
1	Yes/No	Boolean toggles
2	Multi-line text	Descriptions, justifications
3	Multiple choice	Select from predefined options
5	Select box	Dropdown selection
6	Single-line text	Short text input
7	CheckBox	Multi-select toggles
8	Reference	Link to another table record
9	Date	Date picker
10	Date/Time	Date and time picker
14	IP Address	Network configuration
18	Lookup select box	Dynamic lookup
20	Container start	Variable grouping
24	Masked	Passwords, secrets

Step 5: Configure Catalog UI Policies

MCP Approach:

Tool: SN-Create-Record
Parameters:
  table_name: catalog_ui_policy
  data:
    catalog_item: "<cat_item_sys_id>"
    short_description: "Show accessories when laptop type selected"
    applies_to: "item"
    active: true
    on_load: true
    reverse_if_false: true
    conditions: "os_preference=mac"
    script_false: ""
    script_true: ""

Step 6: Configure Catalog Client Scripts

MCP Approach:

Tool: SN-Create-Record
Parameters:
  table_name: catalog_script_client
  data:
    cat_item: "<cat_item_sys_id>"
    name: "Validate business justification length"
    type: onSubmit
    active: true
    ui_type: 0
    script: |
      function onSubmit() {
        var justification = g_form.getValue('business_justification');
        if (justification && justification.length < 50) {
          g_form.showFieldMsg('business_justification',
            'Please provide a more detailed justification (at least 50 characters)', 'error');
          return false;
        }
        return true;
      }

Step 7: Set Up the Fulfillment Flow

MCP Approach:

Tool: SN-Create-Record
Parameters:
  table_name: sys_hub_flow
  data:
    name: "Laptop Request Fulfillment"
    description: "Handles approval and task creation for laptop requests"
    trigger_type: "SERVICE_CATALOG"
    table: "sc_req_item"
    status: "draft"
    run_as: "system"

Then add approval and task creation actions as described in genai/flow-generation.

Step 8: Link Fulfillment Flow to Catalog Item

MCP Approach:

Tool: SN-Update-Record
Parameters:
  table_name: sc_cat_item
  sys_id: "<cat_item_sys_id>"
  data:
    workflow: "<flow_sys_id>"

REST Approach:

PATCH /api/now/table/sc_cat_item/<cat_item_sys_id>
Body: {
  "workflow": "<flow_sys_id>"
}

Step 9: Refine Content with AI

Enhance the generated catalog item content:

1. Title optimization: Make it action-oriented ("Request a New Laptop" vs "Laptop")
2. Description enrichment: Add clear expectations, timeline, and requirements
3. Variable help text: Generate contextual tooltip text for each variable
4. Confirmation message: Create a post-submission confirmation message

MCP Approach:

Tool: SN-Update-Record
Parameters:
  table_name: sc_cat_item
  sys_id: "<cat_item_sys_id>"
  data:
    sc_template: |
      Thank you for your laptop request. Your order {{number}} has been submitted.
      Expected delivery: {{delivery_time}}.
      Your manager will be notified for approval shortly.

Step 10: Validate and Publish

Verify the complete catalog item configuration:

MCP Approach:

Tool: SN-Query-Table
Parameters:
  table_name: item_option_new
  query: cat_item=<cat_item_sys_id>^ORDERBYorder
  fields: name,question_text,type,mandatory,order,active
  limit: 50

Check for completeness:

• All required variables present and correctly typed
• UI policies configured for conditional logic
• Fulfillment flow linked and published
• Category assignment correct
• Item set to active

Tool Usage

Tool	Purpose	When to Use
SN-Query-Table	Find categories, existing items, variable patterns	Discovery and validation
SN-Create-Record	Create items, variables, UI policies, flows	Building catalog components
SN-Update-Record	Refine content, link flows, activate items	Iteration and publishing
SN-Get-Table-Schema	Discover variable types and field options	Understanding available configurations
SN-Get-Record	Retrieve single item or variable details	Detailed inspection

Best Practices

1. Use action-oriented item names -- "Request a New Laptop" is clearer than "Laptop"
2. Write descriptions for end users -- avoid technical jargon, explain the process
3. Set delivery time expectations -- always provide realistic fulfillment timelines
4. Make only essential fields mandatory -- too many mandatory fields reduce adoption
5. Group related variables using container start/end for visual organization
6. Add help text to every variable -- reduce support tickets with clear guidance
7. Test the ordering experience -- impersonate an end user to verify the flow
8. Use reference qualifiers to limit reference variable results to relevant records
9. Configure mobile availability when appropriate for field workers
10. Create in a scoped update set before modifying production catalog

Troubleshooting

Issue	Cause	Resolution
Item not visible in catalog	Inactive or missing category assignment	Check active=true and sc_cat_item_category records
Variables not showing on form	Wrong cat_item reference or inactive	Verify variable's cat_item matches item sys_id
Fulfillment flow not triggering	Flow not linked or in draft status	Update sc_cat_item.workflow and publish the flow
UI policy not applying	Condition syntax error or wrong scope	Test conditions manually, verify applies_to field
Variable choices missing	Choices linked to wrong question	Verify question_choice.question references correct variable
Price not displaying	price field format incorrect	Use decimal format: "1299.99"

Examples

Example 1: Software License Request

Input: "Create a catalog item for requesting software licenses. Users pick the software from a list, enter the number of licenses, provide justification, and it needs director approval for items over $500."

Generated components: Catalog item with reference variable to u_software_catalog, integer variable for quantity, multi-line text for justification, conditional approval flow based on calculated cost.

Example 2: New Hire Onboarding Bundle

Input: "Build a catalog item for new hire onboarding. HR fills in the start date, department, manager, required equipment, and building access. It should create tasks for IT, Facilities, and HR."

Generated components: Catalog item with date, reference (department, manager), multi-checkbox (equipment), and select box (building) variables. Fulfillment flow creates parallel tasks for three groups.

Example 3: Conference Room Booking

Input: "Make a catalog item for booking conference rooms with date, time, room selection, attendee count, and AV requirements."

Generated components: Catalog item with date/time variables, reference to cmn_location with room qualifier, integer for attendees, checkbox group for AV options (projector, video conferencing, whiteboard).

Related Skills

• catalog/item-creation - Manual catalog item creation patterns
• catalog/variable-management - Detailed variable configuration
• catalog/approval-workflows - Approval rule configuration
• catalog/request-fulfillment - Fulfillment process design
• genai/flow-generation - Flow Designer automation for fulfillment
• catalog/ui-policies - Catalog form dynamic behavior