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Mastering ServiceNow by Martin Wood

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Understanding Request Fulfilment

The Request Fulfillment 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, to asking HR a question. However, as we've already explored, the Service Catalog can 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 very aligned to orders. Workflow is used to create tasks or approvals.

    Tip

    The Catalog Item Designer is a great way to quickly ...

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