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.

  Tip

  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 items...