ServiceNow Catalog Builds & Modifications
• Building new ServiceNow catalog items or modifying existing ones
• Making UI/UX adjustments to catalog items (rich text variables, collapsing sections, showing/hiding admin fields, spacing issues)
• Updating UI Policies and Business Rules tied to catalog behavior (state changes, mandatory comments, conditional field displays)
Workflow & Notification Enhancements
• Creating or modifying workflow-driven email notifications for catalog requests
• Adjusting email notification content and formatting, including dynamic user data and standardized templates
• Ensuring multiple workflow notifications stay in sync when similar logic exists in more than one place
Approval, State, and Portal Behavior Fixes
• Troubleshooting approval behavior differences between platform view and Service Portal
• Fixing state transitions caused by conflicts between UI Policies, Business Rules, and portal widgets
• Requesting custom portal widget changes so comments and state updates occur correctly during approvals
Inbound Email / Injector Troubleshooting
• Asking for help debugging email-to-incident injectors not creating records as expected
• Investigating Inbound Actions, assignment logic, and email logs in production
• Granting temporary access so vendor could analyze production logs and scripts
Demand & Project Customization
• Requesting design and build work to extend Demand Management functionality (e.g., operational demands that can create projects)
• Coordinating discussions and follow-up work around custom demand-to-project logic in ServiceNow
Flow Designer & Script Coordination
• Conducting shadow sessions on Flow build and logic for knowledge transfer to BCM team
• Verifying that new or updated variables were correctly wired into flows and tasks
Workspace Modifications
• Modifying SOW forms and UI behavior to match forms and UI behavior on the platform view (INC/CHG)
• Creating additional content on landing page of Service Operations Workspace, other user experiences