catalog-items

ServiceNow 服务目录开发

服务目录允许用户通过自助服务门户申请服务和项目。

目录组件

组件	用途	示例
Catalog	类别的容器	IT 服务目录
Category	项目分组	硬件、软件
Item	可申请的服务	申请新笔记本电脑
Variable	项目上的表单字段	笔记本电脑型号下拉框
Variable Set	可重复使用的变量组	用户详细信息
Producer	直接创建记录	报告事件
Order Guide	多项目向导	新员工入职配置

目录项目结构

Catalog Item: Request New Laptop
├── Variables
│   ├── laptop_model (Reference: cmdb_model)
│   ├── reason (Multi-line text)
│   └── urgency (Choice: Low, Medium, High)
├── Variable Sets
│   └── Delivery Information (Address, Contact)
├── Catalog Client Scripts
│   ├── onLoad: Set defaults
│   └── onChange: Update price
├── Workflows/Flows
│   └── Laptop Approval Flow
└── Fulfillment
    └── Creates Task for IT

变量类型

类型	使用场景	示例
单行文本	简短输入	员工 ID
多行文本	较长输入	业务理由
选择框	单选	优先级
复选框	是/否	加急配送
引用	链接到表	申请对象
日期	日期选择器	需要日期
查找选择框	筛选后的引用	按类别选择型号
列表收集器	多项选择	抄送收件人
容器开始/结束	视觉分组	硬件选项
宏	自定义小组件	费用计算器

创建目录变量

基本变量

// Via MCP (snow_create_variable supports reference, checkbox, etc.;
// snow_create_catalog_variable covers text/choice types only)
snow_create_variable({
  cat_item: "<catalog item sys_id>",
  name: "laptop_model",
  question_text: "Laptop Model",
  type: "reference",
  mandatory: true,
  order: 100,
})

// Set the reference table and qualifier on the created variable
snow_record_manage({
  action: "update",
  table: "item_option_new",
  sys_id: "<variable sys_id>",
  data: { reference: "cmdb_model", reference_qual: "category=computer" },
})

带动态默认值的变量

// Variable: requested_for
// Type: Reference (sys_user)
// Default value (script):
javascript: gs.getUserID()

带引用限定条件的变量

// Variable: assignment_group
// Type: Reference (sys_user_group)
// Reference Qualifier:

// Simple:
active=true^type=it

// Dynamic (Script):
javascript: 'active=true^manager=' + gs.getUserID()

// Advanced (using current variables):
javascript: 'u_department=' + current.variables.department

目录客户端脚本

在 onLoad 时设置默认值

function onLoad() {
  // Set default values
  g_form.setValue("urgency", "low")

  // Hide admin-only fields
  if (!g_user.hasRole("catalog_admin")) {
    g_form.setDisplay("cost_center", false)
  }

  // Set default date to tomorrow
  var tomorrow = new GlideDateTime()
  tomorrow.addDays(1)
  g_form.setValue("needed_by", tomorrow.getDate().getValue())
}

在 onChange 时动态定价

function onChange(control, oldValue, newValue, isLoading) {
  if (isLoading) return

  // Get price from selected model
  var ga = new GlideAjax("CatalogUtils")
  ga.addParam("sysparm_name", "getModelPrice")
  ga.addParam("sysparm_model", newValue)
  ga.getXMLAnswer(function (price) {
    g_form.setValue("item_price", price)
    updateTotal()
  })
}

function updateTotal() {
  var price = parseFloat(g_form.getValue("item_price")) || 0
  var quantity = parseInt(g_form.getValue("quantity")) || 1
  g_form.setValue("total_cost", (price * quantity).toFixed(2))
}

在 onSubmit 时进行验证

function onSubmit() {
  // Validate business justification for high-cost items
  var cost = parseFloat(g_form.getValue("total_cost"))
  var justification = g_form.getValue("business_justification")

  if (cost > 1000 && !justification) {
    g_form.showFieldMsg("business_justification", "Required for items over $1000", "error")
    return false
  }

  // Validate date is in future
  var neededBy = g_form.getValue("needed_by")
  var today = new GlideDateTime().getDate().getValue()
  if (neededBy < today) {
    g_form.showFieldMsg("needed_by", "Date must be in the future", "error")
    return false
  }

  return true
}

变量集

创建可重复使用的变量集

Variable Set: User Contact Information
├── contact_name (Single Line Text)
├── contact_email (Email)
├── contact_phone (Single Line Text)
└── preferred_contact (Choice: Email, Phone, Either)

Use in multiple catalog items:
- New Laptop Request
- Software Installation
- Network Access Request

访问变量集值

// In workflow or script
var ritm = current // sc_req_item

// Access variable from variable set
var contactEmail = ritm.variables.contact_email
var preferredContact = ritm.variables.preferred_contact

目录工作流/流程

审批模式

Flow Trigger: sc_req_item created
├── If: Total cost > $5000
│   └── Request Approval: Department Manager
│   └── If: Rejected
│       └── Update: RITM state = Closed Incomplete
├── If: Total cost > $25000
│   └── Request Approval: VP
├── Create: Catalog Task for Fulfillment
└── Wait: Task completion

履行脚本

// In catalog item's "Execution Plan" or workflow

var ritm = current // sc_req_item

// Create an incident from catalog request
var inc = new GlideRecord("incident")
inc.initialize()
inc.setValue("short_description", ritm.short_description)
inc.setValue("description", ritm.description)
inc.setValue("caller_id", ritm.request.requested_for)
inc.setValue("category", ritm.variables.category)
inc.setValue("priority", ritm.variables.urgency)
inc.insert()

// Link incident to request
ritm.setValue("u_fulfillment_record", inc.getUniqueValue())
ritm.update()

记录生成器

通过目录创建事件

// Record Producer: Report an Issue
// Table: incident
// Script:

// Map variables to incident fields
current.short_description = producer.short_description
current.description = producer.description
current.caller_id = gs.getUserID()
current.category = producer.category
current.subcategory = producer.subcategory
current.priority = producer.urgency == "urgent" ? "2" : "3"

// Set assignment based on category
if (producer.category == "network") {
  current.assignment_group.setDisplayValue("Network Support")
} else {
  current.assignment_group.setDisplayValue("Service Desk")
}

订单指南

多步骤申请向导

Order Guide: New Employee Onboarding
├── Step 1: Employee Information
│   └── Variable Set: Employee Details
├── Step 2: Hardware Selection
│   ├── Catalog Item: Laptop
│   ├── Catalog Item: Monitor
│   └── Catalog Item: Peripherals
├── Step 3: Software Requests
│   └── Rule: Show software based on department
├── Step 4: Access Requests
│   └── Cascade Variable: Copy employee info
└── Submit: Creates multiple RITMs

订单指南规则

// Rule: Show software items based on department
function rule(item, guide_variables) {
  var dept = guide_variables.department

  // Show engineering software only for Engineering
  if (item.name == "Engineering Software Suite") {
    return dept == "engineering"
  }

  // Show finance software only for Finance
  if (item.name == "Financial Tools") {
    return dept == "finance"
  }

  return true // Show all other items
}

定价与审批

动态定价

// Catalog Item Script (Pricing)
// Runs when item is added to cart

var basePrice = parseFloat(current.price) || 0
var quantity = parseInt(current.variables.quantity) || 1
var expedited = current.variables.expedited == "true"

var total = basePrice * quantity
if (expedited) {
  total *= 1.5 // 50% rush fee
}

current.recurring_price = 0
current.price = total

审批规则

Approval Definition: High-Value Purchases
Condition: total_cost > 5000
Approver: requested_for.manager
Wait for: Approval
Rejection action: Cancel request

最佳实践

1. 变量命名 - 使用具有描述性的全小写名称（不含空格）
2. 变量集 - 重复使用常见的变量组
3. 引用限定条件 - 仅筛选相关记录
4. 客户端脚本 - 尽量减少服务器调用（谨慎使用 GlideAjax）
5. 履行 - 创建任务，不要直接完成
6. 测试 - 使用不同的用户角色进行测试
7. 移动设备 - 在手机/平板电脑上测试目录项目
8. 文档 - 为变量添加帮助文本