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Fulfillment Flows for Catalog Items

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In this lesson, you will learn:

  • How a flow is linked to an item
  • The actions in SNWR’s monitor flow
  • How the RITM closes
  • How to test the flow

🔁 Quick look back: Last time: Fulfillment Design. You learned how to map a request from order to close before building anything.

1 “The design is signed. Now what?”

Lucas signed off the monitor design.

  • It’s a drawing on a page.
  • Nothing happens when Sam orders.
  • Someone has to turn it into steps ServiceNow runs.

🎯 The problem: A design doesn’t deliver anything until it’s built.

👉 The fix: build it as a flow in Flow Designer, and link the flow to the item.

2 The monitor flow

Key term: Flow

A set of steps ServiceNow runs by itself, built in Flow Designer.

Key term: Service Catalog trigger

A flow start that runs when someone orders the linked item.

The SNWR Monitor fulfillment flow. Trigger: Service Catalog. 1 Get catalog variables: monitor size. 2 If size is over 27 inches, ask Beth Anglin for approval. If rejected, close the RITM as Closed Incomplete. 3 Create a catalog task for SNWR Desktop Support: Deliver and set up monitor, and wait for it to finish. 4 Update the RITM to Closed Complete.
Figure 1. Four steps, run by ServiceNow.

3 Linking and testing

  • Open the item and set its Flow field to SNWR Monitor fulfillment.
  • Only one flow runs per item.
  • Test by ordering, then watch the flow run in its execution details.

⚠️ Heads up: If the approval is rejected, close the RITM as Closed Incomplete, so Sam knows it won’t be delivered.

💡 Good to know: Need a refresher? See Fundamentals › Flow Designer.

💡 Good to know: Need a refresher? See AppDev › Workflow Studio for Developers › Build the review orchestration flow (parallel reviews).

4 Let’s try it: build the monitor flow

  1. Open Flow Designer and create SNWR Monitor fulfillment with a Service Catalog trigger.
  2. Add Get Catalog Variables for SNWR Request a monitor. Pick the size variable.
  3. Add an If: size over 27. Inside, add Ask For Approval from Beth Anglin on the RITM.
  4. Add Create Catalog Task for SNWR Desktop Support, with Wait ticked. Then Update Record: RITM state Closed Complete.
  5. Link the flow on the item. Order a 32″ monitor as Sam. Approve as Beth, close the task, and check the RITM closes.

5 Quick recap

  • A flow runs the fulfillment steps for you
  • The Service Catalog trigger starts it on order
  • Steps: get variables, approve, create task, close RITM
  • Link the flow in the item’s Flow field
  • A rejected approval closes the RITM as Closed Incomplete

6 Check yourself

Think of your answer first. Then tap to check.

1 How does the monitor item know which flow to run? Show answer

The item’s Flow field is set to the flow.

2 What does the Wait option on Create Catalog Task do? Show answer

The flow waits until the task is closed.

3 Beth rejects. How should the RITM close? Show answer

Closed Incomplete.

4 Where do you watch a flow run? Show answer

In the flow’s execution details.

Nice work! SNWR’s monitor order now delivers itself. 🎉
Next up: Request Approvals

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