Article

Adding a Guidance Attachment File to the ServiceNow Catalog

Author: Agus Budi Harto, 2025-07-16 02:04:11

In many organizations, ServiceNow is the go-to platform for users to create request tickets for IT services. However, there are instances where users request services that go beyond the IT crew's expectations or understanding. To ensure clarity and streamline the process, adding a guidance form to the ServiceNow catalog can help users provide clear and detailed information when submitting tickets.

Below are the steps to add a guidance attachment file to a ServiceNow catalog item:

  1. Navigate to the Service Catalog:
    Go to All > Service Catalog > Catalog Definition > Maintain Items in the ServiceNow interface.


  2. Select the Catalog Item:
    Locate and click on the desired catalog item you wish to edit.

  3. Add a New Variable:
    In the Variables tab, click New to create a new variable for the guidance form.

  4. Set the Variable Type:
    In the Type field, select Label to create a guidance section.

  5. Leave the Catalog Item Field Unchanged:
    Ensure the Catalog Item field remains as it is, linking to the current catalog item.

  6. Specify the Order:
    In the Order field, input a value (e.g., 400) to determine the placement of the guidance form in the catalog item.

  7. Define the Question:
    In the Question tab, enter a clear question or title for the guidance form, such as "Template Form." The Name field will automatically populate based on this input.


  8. Configure the Annotation Tab:
    In the Annotation tab, check both Show Help and Always Expanded to ensure the guidance is visible and accessible to users.


  9. Upload the Guidance File:
    In the Attachment icon, upload the file (e.g., a PDF or Word document) that contains the guidance or form template.


  10. Link the File in Instructions:
    In the Instruction field, write a brief sentence explaining the guidance and include a link to the attached file for easy access.


  11. Save and Review:
    Click Save to apply the changes, then review the updated catalog item to ensure the guidance form appears as intended.

By following these steps, you can enhance the clarity of service requests in ServiceNow, ensuring users provide the necessary details and reducing misunderstandings for the IT crew.

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