Understanding Request Fulfilment

The Request Fulfilment functionality in ServiceNow is a way to deal with requests created from a catalog request item submitted through the Service Catalog. This could be anything from a laptop order to a facilities complaint or asking HR a question. However, as we've already explored, the Service Catalog can also provide an interface to any other table through a record producer, such as our Maintenance request. That allows us to build a more custom system.

So, which should we use?

• Request Fulfillment: Catalog Request Items are useful for lower-volume, simpler requests or for requests that are highly aligned to orders. Workflow is used to create tasks or approvals.

Note

The Catalog Item Designer is a great way to quickly build out independent catalog request items in a guided manner. Since it doesn't use variable sets or custom workflows, it doesn't allow reusability but instead allows teams of people to maintain hundreds or even thousands of catalog request...