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  User Criteria vs Manager vs Group (What’s the Difference?) Approvals are the backbone of service delivery in ServiceNow. Whether it’s: Access request Laptop provisioning Budget approval HR request Understanding how approvals work is essential for proper implementation. But many developers get confused between: User-based approvals Manager approvals Group approvals User Criteria Let’s break it down clearly. How Approvals Work in ServiceNow 4 When a request is submitted: REQ → RITM → Approval → Task Creation Approval must complete before tasks proceed (if configured). 1️⃣ Manager Approval This is the most common approval type. Used when: The requester’s manager must approve. ServiceNow automatically checks: Requested For → Manager field (on user record) Example Employee requests software Manager must approve before provisioning Key Point If user has no manager defined → approval fails. 2️⃣ Group Approval 4 Used when approval must come from a team. Example: IT Security Team approva...

  When to Use Each (and Avoid Performance Problems) Many ServiceNow beginners ask: Should I use Client Script or UI Policy? Both can: make fields mandatory hide/show fields set read-only control form behavior But choosing the wrong one creates performance issues and difficult maintenance. The Main Difference UI Policy → Configuration based behavior (no coding) Client Script → Logic based behavior (requires scripting) What UI Policy Does 4 UI Policy is used when behavior depends on simple conditions. Example: If Category = Hardware → show Serial Number field No scripting required. Advantages Faster Cleaner Easy to maintain Non-developers can manage What Client Script Does 4 Client Script is used when logic is complex. Example: Validate employee ID format Check value dynamically Calculate field value Requires JavaScript. Types of Client Scripts onLoad onChange onSubmit onCellEdit Used for dynamic validation and processing. Practical Comparison Requirement Use UI Policy Use Client Scr...

 When to Use What (Practical Explanation) Many beginners assume Record Producer and Catalog Item are the same. Both appear in the Service Portal. Both accept user input. Both create records. But they serve completely different purposes. Choosing the wrong one leads to poor design and complex maintenance later. The Core Difference (In One Line) Catalog Item → Creates a service request process Record Producer → Creates a record directly in a table How Catalog Item Works 4 Catalog item follows ITSM lifecycle: REQ → RITM → Tasks → Approvals → Fulfillment It represents: “User is requesting a service” Examples: Laptop request Software access Employee onboarding This involves workflow automation. How Record Producer Works 4 Record Producer directly inserts a record into a table. No request structure. Portal Form → Script → Record Created Examples: Create Incident Report Issue HR complaint form It represents: “User is reporting something” Key Differences Table Feature Catalog Item Record P...

How Service Requests Actually Work Behind the Portal Most beginners in ServiceNow think: User submits request → Ticket created → Done But in real implementation, a catalog request creates multiple records, workflows, and approvals automatically. Understanding this structure is critical for developers, admins, and support teams. What Happens When a User Submits a Catalog Item 4 When a user submits a catalog item (example: Laptop Request), ServiceNow does NOT create just one ticket. It creates a hierarchy: Level Record Purpose 1 REQ (Request) Parent request container 2 RITM (Requested Item) Specific item requested 3 SCTASK (Catalog Task) Work assigned to teams So one request can generate multiple tasks automatically. The Record Relationship (Very Important Concept) Think of it like an order in an e-commerce site: Order → Product → Delivery Tasks In ServiceNow: REQ → RITM → SCTASK This structure allows multiple teams to work independently while the user sees one request. Example Scenario ...