How to differentoate sc_request table with REQ from different catalog items .

[MThomas1]

Hello,

we have REQ-RITM-SCTASK generation  configured with 2 different catalog items , 1 for access purpose used by 1 division and 1 for license management purpose used by another division. 

There are dasbhboards which has REQ reports. 

How can we differenciate REQ belong to different catalog items , in our case 1. access vs 2. license ? So the dashboards will reflect individual REQ numbers? 

What are the options? Best practice? 

Thank you.

[Tanushree Maiti · Accepted solution]

Hi @MThomas1 

To distinguish Requests (REQ) by specific Catalog Items and present them on separate dashboards, reporting should be done on the Requested Item [sc_req_item] table instead of the Request [sc_request] table.

Create two separate reports (one for Access, one for Licensing) using the following configuration:

(for Access division):

Source Table: Requested Item [sc_req_item]

Report Type: List 

Filter Conditions:

       Item is [Name of your Access Catalog Item]

Columns to Display:

• Request (This shows the REQ number)
• Item
• Requested For
• State
• Variables (Use the + to add specific variables like "Requested Access Type")

(for Licensing division):

Source Table: Requested Item [sc_req_item]

Report Type: List 

Filter Conditions:

 Item is [Name of your License Catalog Item]

Columns to Display:

• Request (This shows the REQ number)
• Item
• Requested For
• State
• Variables (Use the + to add specific variables like "License Name")

Once your reports creation done, you can add them to your dashboards:

• Access Dashboard: Add the "Access Requests" report.
• License Management Dashboard: Add the "License Requests" report

[Tanushree Maiti · Accepted solution]

Hi @MThomas1 ,

You should avoid relying only on the sc_request table. Since  sc_request mainly stores high-level request information such as the REQ number and Requested For user, it does not contain the detailed catalog item data needed to distinguish between these request types.

Instead, consider leveraging the sc_req_item table (RITM level), where the actual catalog item information is stored.

You can think to use your dashboard tab for keeping sc_req_item related report and restrict sharing with specific roles.(just an option) 

[Ankur Bawiskar]

@MThomas1 

REQ doesn't hold catalog item name

So do reporting on RITM and show REQ number in list if you want

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Tanushree Maiti · Accepted solution]

Hi @MThomas1 

To distinguish Requests (REQ) by specific Catalog Items and present them on separate dashboards, reporting should be done on the Requested Item [sc_req_item] table instead of the Request [sc_request] table.

Create two separate reports (one for Access, one for Licensing) using the following configuration:

(for Access division):

Source Table: Requested Item [sc_req_item]

Report Type: List 

Filter Conditions:

       Item is [Name of your Access Catalog Item]

Columns to Display:

• Request (This shows the REQ number)
• Item
• Requested For
• State
• Variables (Use the + to add specific variables like "Requested Access Type")

(for Licensing division):

Source Table: Requested Item [sc_req_item]

Report Type: List 

Filter Conditions:

 Item is [Name of your License Catalog Item]

Columns to Display:

• Request (This shows the REQ number)
• Item
• Requested For
• State
• Variables (Use the + to add specific variables like "License Name")

Once your reports creation done, you can add them to your dashboards:

• Access Dashboard: Add the "Access Requests" report.
• License Management Dashboard: Add the "License Requests" report

[MThomas1]

Thank you both for your inputs.

Follow-up question -> we have a complex dashboard which has sc_request table reports , which was reflecting only Access type REQ, this License type REQ is a new addition. So, we are exploring options on how to diffrenciate these 2 types of REQs. Any insights on we can achieve this thru customizations? workflow etc setting a custom field value based on license type REQ submission etc? 

[Tanushree Maiti · Accepted solution]

Hi @MThomas1 ,

You should avoid relying only on the sc_request table. Since  sc_request mainly stores high-level request information such as the REQ number and Requested For user, it does not contain the detailed catalog item data needed to distinguish between these request types.

Instead, consider leveraging the sc_req_item table (RITM level), where the actual catalog item information is stored.

You can think to use your dashboard tab for keeping sc_req_item related report and restrict sharing with specific roles.(just an option)