Order guides let users select multiple related catalog items in a single request instead of submitting separate orders for each piece. You'll build a bundled ordering experience that creates one sc_request containing multiple sc_req_item records.
Why order guides exist
Before order guides, users requesting a laptop, monitor, and software licenses had to submit three separate catalog requests, track three different request numbers, and wait for three different approval chains. IT teams couldn't see the full scope of what someone needed, leading to incomplete deployments and frustrated users. Order guides solve this by letting users build a complete request upfront — they see all the related items, pick what they need, and submit once. The fulfillment teams get a single request with clear line items, and users track one request number instead of juggling multiple.
How order guides work
An order guide is a container that holds multiple catalog items, with rules that control which items appear by default versus optional add-ons. When someone orders from the guide, ServiceNow creates one sc_request record as the parent, then individual sc_req_item records for each selected item underneath it. The simplest guides just group related items — laptop, mouse, keyboard. More sophisticated ones use rule bases to automatically include items based on the user's department, location, or previous selections. Start with static item lists to get familiar with the mechanics, then add conditional logic once you understand how the pieces fit together.
Taking order guides further
Once your basic guide works, the valuable enhancements are variable dependencies (where selecting one item shows additional options for that item), quantity controls (letting users order multiples of certain items but not others), and approval consolidation (routing the entire order through a single approval flow instead of separate approvals per item). Well-designed guides also use item order and grouping to guide users through a logical selection process — core requirements first, then options, then accessories.
Before you start
- •catalog_admin or admin role
- •Catalog items already created for the items you want to bundle
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Step by step
Create the order guide record
Navigate to Service Catalog > Order Guides and click New. Fill in Name (what users see in the catalog), Short description (appears in catalog tiles), and set Active to true. The Catalog field defaults to Service Catalog — leave it unless you're using multiple catalogs. Category determines where the guide appears in the catalog structure, so pick the category that makes sense for the bundle you're creating.
Use a name that describes the bundle, not the individual items — 'New Hire Hardware Package' instead of 'Laptop and Mouse'.
Add catalog items to the guide
In the Order Guide Items related list, click New. Select the Catalog Item you want to include, set the Order (determines display sequence), and choose whether it's Selected by default. Items marked as selected will be pre-checked when users open the guide. Leave Variable Set empty unless you need to override the item's normal variables. Repeat this for each catalog item you want in the bundle.
Start order numbers at 100, 200, 300 so you can insert items between them later without renumbering everything.
Configure rule bases for conditional items
If you want items to appear conditionally, click New in the Rule Bases related list on the order guide. Name the rule base descriptively, then add Rule Base Rules to define when items should be automatically selected. Each rule targets specific order guide items and uses conditions like the user's department, location, or company. When the condition matches, those items get selected automatically when the user opens the guide.
Keep rule conditions simple initially — complex nested conditions are hard to troubleshoot when they don't work as expected.
Set availability and save
Back on the order guide form, configure who can see this guide using Available For (Desktop, Mobile, or Both) and any additional access controls in the Entitlement Script or User Criteria. Set the Icon to help users identify the guide quickly in the catalog. Click Submit to save and activate the order guide.
Test the ordering process
Navigate to Self-Service > Service Catalog and find your order guide. Open it and verify that default items are pre-selected, optional items appear unchecked, and any rule base conditions work correctly. Submit a test order and check that it creates one sc_request record with multiple sc_req_item children in the resulting request.
Verify request structure
Navigate to Service Catalog > Requests and open the test request you just created. Confirm the parent sc_request shows the order guide name and contains multiple Requested Items in the related list. Each selected catalog item should appear as a separate sc_req_item with its own variables, approval requirements, and fulfillment tasks. This structure lets each item follow its own workflow while keeping them grouped under one request number.
Best practices
Don't mix high-value items requiring approval with low-value auto-approved items in the same guide — the approval complexity becomes a nightmare to manage.
Set explicit orders on all order guide items even if they seem obvious — ServiceNow's default ordering isn't intuitive and changes when you modify items.
Test rule bases with users from different departments and locations before going live — conditions that seem obvious often miss edge cases.
Keep order guides focused on related items that actually get ordered together — resist the urge to create mega-guides that try to cover every possible scenario.
Configure fulfillment groups at the individual catalog item level, not the order guide level — different items often need different teams to fulfill them.
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