Good morning all,
I've asked several ServiceNow personnel about this use case and want to see how others are doing this.
My company has a customer facing catalog where our external customers can request tasks that our internal staff does. Our current configuration is that a case is opened which opens a REQ/RITM/SCTASK. This involves a lot of synchronization between the RITM/REQ & Case records. For example, when an additional comment is added to the RITM, it is copied to the Case.
At K24 and K25, I presented this use case to some ServiceNow personnel and they suggested having a record producer that will open a case and use case tasks/playbooks. They suggest to not use REQ/RITMs at all for the external customer catalog.
I'd love to hear some ideas of what you're doing.
Thanks!
