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Does AppPortal support sending multiple category selections for catalog items to ServiceNow via the ##Category## field in 'category' and 'ap_category'  in the ITSM?

AppPortal permits multiple categories to be selected for a singled catalog item but it appears the ITSM interface to ServiceNow only sends a single category for each catalog item.

Does AppPortal support sending multiple category selections for catalog items to ServiceNow via the ##Category## field in 'category' and 'ap_category'  in the ITSM?   

(2) Replies

Out of the box, no.  However, if I recall correctly, there are a couple options.  When you use the ##Category## variable, App Portal converts the list of categories for the catalog item into a comma-separated list (if there is more than one category selected for the catalog item).  The ServiceNow API requires that all fields are sent as text strings.  So, option #1 is to create a transform script that reads the comma-separated list and adds all the individual categories to the catalog item.  Option #2 is a bit easier, but I don't remember exactly how to configure it.  I believe you just change the field type of the category field in the catalog item table in ServiceNow to a multi-valued text field instead of a single text field.  Then ServiceNow will automatically parse the comma-separated list for you.  Your ServiceNow developers could likely instruct you on the best way to achieve this.

Anything expressed here is my own view and not necessarily that of my employer, Flexera. If my reply answers a question you have raised, please click "ACCEPT AS SOLUTION".

From testing the multiple category support from AppPortal, I noticed AppPortal does NOT send multiple categories along with the update to ServiceNow.  ##Category## in the CatalogVariables.log file only shows the alphabetically ordered first category selected if multiple categories are chosen and saved for a catalog item.
As you can see in a part of the data going to ServiceNow, we are using ##Category## for both ap_category and category in the ITSM but only see the single category being sent.
##UpdatedOn1##:5/28/2024 2:29:08 PM,##Info##:Updated,##Category##:Utilities & other,##Custom_Workflow##:GY RITM Flexera Type 1 & 2 SW Request,

Is there something we have incorrectly configured in AppPortal to allow the comma separated list to reach ServiceNow Import Set?