ServiceNow Item Designer capabilities and restrictions

ServiceNow Item Designer capabilities and restrictions

The Service Catalog item designer enables non-administrators to create, maintain, and publish catalog items. It uses a structured design and publishing process to ensure consistency of usage.

The item designer is best suited to manage items that have basic questions, approvals, and tasks.

What type of Service Request forms can I build in Item Designer?

1. Service Requests with basic questions.
2. Simple, linear workflows.
3. Simple approvals process (linear).
4. Request forms that create a Request Item (RITM) with one or multiple Tasks.  The Tasks can be assigned to different assignment groups, though one task has one and only assignment group at a time.

What can't I do in Item Designer?

1. Complex request forms.
2. Forms that have question dependencies.  For example, if question one asks whether I attend Cal, question 2 cannot be dependent upon the answer to question 1.
3. Complex workflows, non-linear workflows.
4. Complex approvals, non-linear approvals.
5. Dynamic task creation based upon the answer to a question on the form.
6. API access.
7. Integration with other systems.

Additional resources:

ServiceNow Item Designer documentation