Getting StartedLabsPartner Demo Guide

5. Configure Catalog Items

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Overview

  • Objectives: Configure forms ingestion for a single ServiceNow service catalog, understand what gets ingested (catalog items vs. record producers), and verify forms appear in Ingested Forms.
  • Estimated Time: 20 minutes
  • Prerequisites: Completed Sections 1 and 2 (ServiceNow connector configured and tested in API Playground). Your PDI must have the IT Service Catalog with 6-8 catalog items already created.

Part 1: Basic Forms Ingestion — IT Service Catalog

Key Concepts

Moveworks ingests forms from your ITSM’s service catalogs. The two most important form types to understand:

  • Catalog Items — Standard request forms (e.g., “Request New Laptop”). Moveworks renders these natively in-chat because the variable structure is predictable.
  • Record Producers — Forms that create records on other tables (e.g., incidents). These often have client scripts that make them harder to render in-chat, so Moveworks may deflect them to the portal unless you override.

🛠️ 1: Walkthrough

Warning: Forms ingestion requires the ServiceNow connector from Section 2. If your connector isn’t working, go back and verify it in API Playground before proceeding.

  1. Navigate to Forms → Import → Import Settings in Moveworks Setup

  1. Click New Ingestion (or Edit if a configuration already exists)

  1. Select Connector: Choose your snow connector

  1. Provide Configuration Name: Give a unique name to the Form Ingestion configuration

  1. Select Form Catalog: Choose IT Service Catalog
  2. Select Domain: Choose IT — this tells Moveworks these are IT domain forms

Note: Each domain (IT, HR, Facilities, etc.) is configured separately. In Part 1 we only configure IT. Part 2 covers adding HR.

  1. Provide Template URL

    The Template URL is a template for Moveworks to use for the forms ingested in this particular ingestion configuration. Fill in the template URL with your instance URL and use [form_id] as a placeholder for the sys_id of the Catalog Item:

    https://[your_demohub_domain].service-now.com/esc?id=sc_cat_item&sys_id=[form_id]

  1. Click Next to review Samples. You should see some examples of forms in that particular catalog. Once you confirm the forms look correct, select Save.

  2. Click Run Ingestion (or wait for the next scheduled run). Ingestion typically takes 2-5 minutes for a small catalog.

Warning: Requires Moveworks team to run backend job.

  1. Once complete, navigate to Forms → Ingested Forms in Moveworks Setup

✅ 2: Verification & Next Steps

  1. Check Ingested Forms: Navigate to Forms → Ingested Forms. You should see your IT catalog items listed:
Expected Form NameFillable?
Request New LaptopYes
Request Software AccessYes
Request VPN AccessYes
Order Office SuppliesYes
Conference Room BookingYes
Badge Access RequestYes
Request Production Server AccessYes (restricted to IT Dept)
Order Dev ToolsYes (restricted to Engineering)

  1. Check Fillability: Click on Request New Laptop — verify it shows as fillable with variables (laptop_model, delivery_location, justification, needed_by_date, urgent).

  2. Check User Criteria: Click on Request Production Server Access — verify it shows restricted access (IT Department only). If you test as a user not in the IT Department group, this form should NOT appear in search results.

  3. Test in Bot: Open the Moveworks bot in Teams/Slack and type: "I need a new laptop" — Moveworks should surface the “Request New Laptop” form and begin conversational form filling.

Note: Check that your connector is valid (Section 2), the catalog sys_id is correct, and the catalog items are active in your ITSM.

🪞 3: Reflecting on This Configuration

Through this guide, you’ve learned the following:

  • How to configure forms ingestion for a single service catalog using a catalog sys_id
  • The difference between catalog items (fillable by default) and record producers (may require override)
  • How user criteria carries over — restricted forms are only shown to authorized users in Moveworks
  • How to verify ingested forms in Ingested Forms and test them through the bot

⚙️ 4: Configuration Details

Use the table below to fill in the required fields.

Field NameAction / Value to Enter
IntegrationSelect your snow connector
DomainIT
Filter TypeDefault Filter
Catalog IDsPaste the sys_id of IT Service Catalog from your PDI
Form Requester Field Namesrequested_for (auto-populates the requester on submitted forms)
Whitelist sys_idsLeave empty
Disallowed Form IDsLeave empty

Leave all other fields at their defaults for Part 1.

Part 2 (OPTIONAL): Advanced Forms Ingestion — HR Catalog, Record Producers & Overrides

Overview

  • Objectives: Add a second service catalog (HR), handle record producers, configure fillability overrides, use advanced query filters, and manage form exclusions.
  • Estimated Time: 25 minutes
  • Prerequisites: Part 1 complete (IT catalog ingested). Your PDI must have the HR Service Catalog with 5-6 catalog items and 2 Record Producers already created.

🛠️ 1: Walkthrough — Add the HR Service Catalog

Note: Adding a second catalog with a different domain demonstrates how Moveworks handles multi-domain form ingestion. IT and HR forms are configured independently so they can have different filtering and fillability rules.

  1. Navigate to Forms → Ingestion in Moveworks Setup
  2. Click Add Domain Configuration (or + Add if using the multi-domain view)
  3. Select Integration: Same snow connector
  4. Select Domain: Choose HR
  5. Under Filter Settings, select Default Filter
  6. Enter the Catalog ID for the HR Service Catalog

Note: Find it the same way as Part 1: sc_catalog.list in your PDI → copy the sys_id for HR Service Catalog.

  1. In the Form Requester Field Names field, enter opened_for — HR catalog items typically use opened_for instead of requested_for
  2. Click Save and Run Ingestion

⚙️ 2: Configuration Details — HR Catalog

Field NameAction / Value to Enter
IntegrationSelect your snow connector
DomainHR
Filter TypeDefault Filter
Catalog IDsPaste the sys_id of HR Service Catalog
Form Requester Field Namesopened_for

🔍 3: Inspect Record Producers

After ingestion completes, go to Forms → Ingested Forms. You should now see both IT and HR forms. Look for the two Record Producers:

Form NameFillable?Why?
Report IT Issue (Optimal)Likely No — Deflects to portalRecord producer — client scripts may block native rendering
Report Issue (Non-Optimal)Likely No — Deflects to portalSame reason — plus poorly designed variables add complexity

Why are Record Producers unfillable by default? Record producers often have client scripts that only run in the ITSM browser. Moveworks can’t execute those scripts in-chat, so it conservatively marks them as unfillable and deflects to the portal. You can override this in the next section.

🛠️ 4: Configure Fillability Overrides

To make the “Report IT Issue (Optimal)” record producer fillable in-chat:

  1. In Forms → Ingestion settings, scroll to the Advanced Deflection & Fillability section
  2. Find the field Form Filling Enabled Override
  3. This uses DSL (Domain Specific Language) rules. Enter a rule to target the specific form:
text
form.sys_id EQ "[sys_id_of_Report_IT_Issue_Optimal]"

Note: To find the form’s sys_id: go to Ingested Forms, click the form, and copy the sys_id from the details panel.

  1. Click Save and Re-run Ingestion
  2. Go back to Ingested Forms — “Report IT Issue (Optimal)” should now show as Fillable

When to use this override: Only override fillability for record producers where the client scripts are non-essential (cosmetic, auto-fill, or visual-only). If a script performs critical validation, leave the form as deflected — the user will complete it in the ITSM portal instead.

Fillability Override Reference:

SettingValueWhat It Does
Form Filling Enabled Overrideform.sys_id EQ "[sys_id]"Forces a specific unfillable form to become fillable in-chat
Form Filling Disabledform.sys_id EQ "[sys_id]"Forces a specific fillable form to deflect to the ITSM portal instead
Mark All Eligible Forms FillableEnableMakes all forms that pass fillability checks available for in-chat filling (use with caution)
Form Deflection EnabledEnableWhen forms can’t be filled in-chat, show a redirect link to the ITSM portal instead of hiding the form entirely

🛠️ 5: Exclude Specific Forms

Sometimes you need to exclude specific forms from ingestion entirely (e.g., deprecated items, internal-only forms).

  1. In Forms → Ingestion settings for the IT domain, find the Disallowed Form IDs field
  2. Enter the sys_id of “Report Issue (Non-Optimal)”

Note: Find the sys_id in your PDI: sc_cat_item_producer.list → click the form → copy the sys_id.

  1. Click Save and Re-run Ingestion
  2. Verify in Ingested Forms that “Report Issue (Non-Optimal)” no longer appears
FieldWhen to Use
Disallowed Form IDsExclude specific forms by sys_id. Takes priority over all other filter settings — even whitelisted forms. Use for deprecated or broken catalog items.
Whitelist sys_idsForce specific forms to be ingested regardless of filter rules. Useful for forms outside the selected catalog that you still want available.

🛠️ 6: Advanced Filtering — Custom Query Filter

Instead of the Default Filter, you can use an Advanced Filter with a custom query.

  1. Switch the Filter Type from Default Filter to Advanced Filter
  2. Enter a custom query filter. For example:
text
active=true^categoryISNOTEMPTY^sys_class_name=sc_cat_item

This example ingests only active, categorized, standard catalog items (excluding record producers and order guides).

Use Advanced Filters carefully. The Default Filter mirrors your ITSM portal’s visibility rules, which is correct for most orgs. Advanced Filters give full control but can miss forms or over-ingest if the query isn’t right. Stick with Default Filter unless you have a specific need.

  1. After testing, switch back to Default Filter for this lab — Advanced Filters are shown here for awareness.

🛠️ 7: Handling Client Scripts

If a form has client scripts that prevent native rendering, you can tell Moveworks to ignore specific scripts:

  1. In Forms → Ingestion settings, find Script IDs to Ignore
  2. Enter the sys_id(s) of the client scripts to skip (find these in your ITSM’s script list for the catalog item)
  3. After re-ingestion, the form may become fillable in-chat since the blocking scripts are ignored

Which scripts are safe to ignore?

  • Safe: Scripts that auto-populate fields or toggle field visibility (cosmetic only)
  • Not safe: Scripts that validate input formats or calculate values from other fields
  • When in doubt: Leave the script active — the form will deflect to the portal instead

✅ 8: Verification & Next Steps

  1. Ingested Forms Check:
    • IT catalog items: 6-8 forms (minus any excluded)
    • HR catalog items: 5-6 forms
    • “Report IT Issue (Optimal)”: shows as Fillable (after override)
    • “Report Issue (Non-Optimal)”: Not listed (excluded via Disallowed Form IDs)
  2. Access Control Check:
    • Log into the Moveworks bot as a user NOT in the IT Department or Engineering group
    • Search for “production server access” — it should not appear
    • Search for “new laptop” — it should appear and be fillable
  3. Record Producer Check:
    • Search for “report IT issue” in the bot
    • Moveworks should begin conversational form filling (since you enabled the override)
    • Complete the form and verify a new Incident record is created in your ITSM (not a RITM)

🪞 9: Reflecting on This Configuration

Through this guide, you’ve learned the following:

  • How to configure multi-domain forms ingestion (IT + HR with separate settings)
  • How Moveworks handles record producers differently from catalog items — and when to override fillability
  • How to use Disallowed Form IDs and Whitelists to control which forms are ingested
  • How to use Advanced Filters for granular control over form selection
  • How to handle client scripts that block native in-chat rendering using Script IDs to Ignore
  • How requester field mapping can differ by domain (requested_for vs. opened_for)

Summary: Forms Ingestion Settings Reference

SettingWhereWhat It Controls
Catalog IDsDefault FilterWhich service catalogs to pull forms from
Disallowed Form IDsFilterExclude specific forms (highest priority)
Whitelist sys_idsFilterForce-include specific forms regardless of filter
Advanced Filter (sysparm_query)Advanced FilterCustom query for form selection
Form Filling Enabled OverrideDeflection & FillabilityForce unfillable forms (e.g., record producers) to be fillable
Form Filling DisabledDeflection & FillabilityForce fillable forms to deflect to portal
Form Deflection EnabledDeflection & FillabilityShow portal link for unfillable forms instead of hiding them
Script IDs to IgnoreAdvancedSkip specific client scripts that block native rendering
Form Requester Field NamesIntegrationWhich field to auto-populate with the requesting user
Extra sys_class NamesAdvancedIngest forms from custom tables extending sc_cat_item