Catalog Item for Fillability for ServiceNow

5 replies
185 views

Hi,

Is there any workaround to catalog item form fillability for ServiceNow catalog item forms.

most of our form are still not fillability due to client scripts.

Regards,

Rajeev

rgerouloAnswer

Community Manager

@rajeev.saraf unfortunately not. The crux of the issue is that there is no way to execute ServiceNow proprietary Javascript within Teams, Slack, etc. (outside of the ServiceNow environment).

While it is possible to recreate the form logic within Agent Studio using resolver strategies, it is usually not the best user experience as we cannot recreate the auto-fill and editablity that a UI form has within a chat experience. This would also create duplicative work that would now have to be maintain in both ServiceNow and Moveworks.

Best,

Ryan

rgerouloAnswer

Community Manager

@rajeev.saraf unfortunately not. The crux of the issue is that there is no way to execute ServiceNow proprietary Javascript within Teams, Slack, etc. (outside of the ServiceNow environment).

While it is possible to recreate the form logic within Agent Studio using resolver strategies, it is usually not the best user experience as we cannot recreate the auto-fill and editablity that a UI form has within a chat experience. This would also create duplicative work that would now have to be maintain in both ServiceNow and Moveworks.

Best,

Ryan

R

ragundlapali

New Participant

Does it mean that bot can pre fill the ServiceNow catalog /Record producer forms, provided they dont have client scirpts / UI policies configured . Catalog Interpreter is about making the configuration and understanding of catalogue items more automated and less dependent on explicit form-filling instructions. Moveworks can fill out ServiceNow catalog forms with existing Concierge functionality , am I right ?

J

Joel.Matias

Known Participant

I’ve had similar issues. For some simpler forms that only require a couple selections, I created a plugin with a conversation process to fill those selections as slots and then send the API call for the record producer to submit the form on the user’s behalf. The only other option from my understanding is to redo the form.

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