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The Service Catalog API

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In this lesson, you will learn:

  • Why systems order from the catalog
  • The order_now call
  • Who the API runs as
  • How to test it in REST API Explorer

🔁 Quick look back: Last time: Fulfilling Catalog Tasks in the Workspace. You learned how Desktop Support works a catalog task in the workspace and keeps the requester updated.

1 “HR already knows who’s joining”

SNWR’s HR system has every new joiner’s details.

  • Managers type the same details into SNWR New joiner.
  • Sometimes they forget to order at all.
  • The new joiner arrives with no laptop.

🎯 The problem: Typing the same data twice is slow and gets missed.

👉 The fix: let the HR system place the order itself, through the Service Catalog API.

2 How the API works

Key term: API

A way for one system to ask another to do something, without a person clicking.

Key term: Service Catalog API

ServiceNow’s API for ordering catalog items, just like a person would.

Key term: Integration user

A user account for a system, not a person. It can only use the API.

Ordering through the Service Catalog API. 1 The HR system sends a POST request to /api/sn_sc/servicecatalog/items/{sys_id}/order_now as the user snwr.hr.integration. 2 The body gives the quantity and the variables, like Requested for and keyboard layout. 3 ServiceNow creates a REQ and RITM, and the normal flow, approvals and tasks run. 4 The reply gives back the new request number.
Figure 1. HR orders. The normal flow does the rest.

3 Safe setup

  • Create an integration user, snwr.hr.integration, with web service access only ticked.
  • Give it only the roles it needs.
  • The API follows user criteria, so this user must be able to see the item.

📝 Note: For an order guide like SNWR New joiner, the API has a separate call named submit_guide. Test the single item first.

💡 Good to know: Need a refresher? See Fundamentals › Integration Basics › REST API Explorer.

4 Let’s try it: order through the API

  1. Find the sys_id of SNWR New laptop (right-click the item’s header and copy sys_id).
  2. Open System Web Services › REST › REST API Explorer. Namespace sn_sc, API Service Catalog API.
  3. Pick Order Now. Paste the sys_id. In the body, set sysparm_quantity to 1 and add the variables, like requested_for.
  4. Send it. Read the reply and find the new request number.
  5. Open the request. Check the RITM and its flow are running like a normal order.

5 Quick recap

  • An API lets systems order without a person
  • The call is order_now on the item’s sys_id
  • Run it as an integration user with web service access only
  • The normal flow, approvals and tasks still run
  • Test in REST API Explorer first

6 Check yourself

Think of your answer first. Then tap to check.

1 Which call orders a single item? Show answer

POST …/servicecatalog/items/{sys_id}/order_now.

2 Who does the HR system run as? Show answer

An integration user, snwr.hr.integration.

3 Does the normal flow run for an API order? Show answer

Yes. It’s just like a person ordering.

4 The integration user can’t see the item. Why? Show answer

User criteria hide it from that user.

Nice work! SNWR’s HR system can now order for new joiners. 🎉
Next up: Integrating Fulfillment with Other Systems

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