Example Flow to Create and Update Service Catalog Requests

The same screen flow can create and update requests. Keep the create and update logic in separate branches, and retrieve existing values only on the Update branch. To submit the request, use either the service-process-specific Create Service Catalog Request action or the generic Create Catalog Request Event action. Don't add both actions to the same flow path.

Configure the Flow Variables

Create the input variables that the record page uses to pass request information to the flow.

The flow uses isAssignee, isReporter, and currentStatus to determine which attributes the user can update. It uses processTypeId to identify the record to update.

Create an output variable that returns the request submission result to the record page. Also create an internal variable that identifies whether the flow is creating or updating a request.

Route the Flow to the Update Branch

Add a Decision element that separates create requests from update requests. In this example, the Update outcome verifies that processTypeId contains an ID for one of these supported records:

• Case
• Incident
• Service Request

On the Update branch, add an Assignment element that sets isUpdate to true. The Create branch retains the default value of false.

Retrieve the Existing Service Process Details

On the Update branch, add the Get Service Process Details action generated for your service process. Unified Catalog generates a distinct action for each service process. The action name can include the service process name and product ID. The Get Service Process Details Action reference lists the action’s inputs and outputs.

Configure the Request Form

Add an input component for each attribute that users can update. Choose a component that supports the attribute's data type, such as Text, Picklist, Date, Date & Time, or Repeater.

For example, configure the Subject attribute as follows.

Set Default Value to the corresponding output from Get Service Process Details. The current value appears when the user opens the update form.

Create a Boolean formula that evaluates isUpdate, isAssignee, isReporter, and currentStatus. The formula returns true when the component is disabled and false when the component is editable.

In this example, the formula controls whether a requester or fulfiller can update the Subject attribute based on the request status. Configure the formula to mirror the attribute update settings in the service process. Keeping the flow formula consistent with the service process settings prevents the flow's update controls from conflicting with service process validation.

Prefill and Configure the Product Collection Component

If the request form includes a Product Collection (Product Request) component, add the following elements so the component behaves correctly on both the Create and Update paths.

Note

On the Update path, the Product Collection component is read-only and shows only the products that are already selected on the existing request. Users can't add or remove products when updating a request.

Create a text collection variable to hold the IDs of the products that are already selected on the existing request.

After the Get Service Process Details action on the Update branch, add a Loop element that iterates over the existing request's selected products.

Inside the loop, add an Assignment element to append each product ID to Prefill_SelectedProductIds.

On the Product Collection component, bind the following properties.

On the Create path, the Product Collection component starts empty and is editable, so users can select products as usual. On the Update path, the component shows the products that are already on the request and doesn't let users change the selection.

Submit the Request with the Create Service Catalog Request Action

Use this configuration when your flow uses the service-process-specific Create Service Catalog Request action. Add the action after the request form, and map the form values to the corresponding action inputs. The Create Service Catalog Request Action reference lists the action’s inputs and outputs.

When isUpdate is true, the action updates the record identified by processTypeId. When isUpdate is false, the action creates a service request.

Return the Create Service Catalog Request Result

On the Update outcome of the post-submission Decision element, add an Assignment element that copies the action result to the flow output variable.

The record page uses the output variable to display a toast message that confirms the update or reports an error.

Submit the Request with the Create Catalog Request Event Action

Use this configuration when you replace the service-process-specific Create Service Catalog Request action in a generated flow or add update support to a flow that already uses the Create Catalog Request Event action. The Create Catalog Request Event Action reference lists the action’s inputs and outputs.

If the flow already contains the variables, attribute collections, and assignments required by Create Catalog Request Event, keep the existing configuration and add only the update-specific assignments described in this section.

If you replace the Create Service Catalog Request action in a generated flow, create the variables and assignments required by Create Catalog Request Event. Build the attribute values, add them to the appropriate collections, and populate the service process definition request variable. In this example, the variable is SvcProcess.

The Build Attributes and Add to List assignments are part of the standard Create Catalog Request Event configuration and aren't specific to updating requests. To configure these assignments, see Create Service Catalog Requests Using the Create Catalog Request Event Action.

In the Set SvcProcess Assignment element, add these update-specific assignments.

Add the Create Catalog Request Event action after the assignment elements.

Return the Create Catalog Request Event Result

If you replace the service-process-specific action with Create Catalog Request Event, update the action references in the Assignment_CopyResult and Confirmation elements.

On the Update outcome of the post-submission Decision element, configure the result assignment as follows.

Update the Confirmation element to use the result from the Create Catalog Request Event action instead of the result from the replaced Create Service Catalog Request action. The record page uses the output variable to display the result of the update.