Best Practices: RITM without a Task

[tayrez]

What is the Best Practice around RITMs and Tasks?   There are situations where it would be easier for one of our groups (3 agents) to just work from the RITM and not have a task. We don't need approvals and one person works on the RITM at a time.   What is the best approach?

Thank you.

Therese

[LMHoffman]

Hi Ms. Benway, was reading this post on RITM & Catalog tasks and saw this comment where you have comments flowing between RITM and Task.

Curious how you've done that - we're very new to ServiceNow and are trying to figure out how to accomplish this.

We have tasks going to our fulfillers, and they want to be able to keep the customer updated on what's going on with the task, however we want the information going out at the RITM level. Then when/if the customer replies to the RITM email, we want the reply to also make it into the Task so the fulfillers are kept up-to-date without having to constantly go back to the RITM.

Any help would be greatly appreciated!!

[angela_benway]

There are a few steps but hopefully I can explain it well enough.

First I added a new field to the RITM and sc_task tables. For the RITM table I added Task Comments and for the sc_task table I added Request Item Comments. These are both active but do not display and they are Journal Input type. Next I created 2 business rules, one on sc_req_item and the other on sc_task. They are both as follows:

When: before, Update

Table: sc_req_item

Condition: current.comments.changes() || current.work_notes.changes()

var tsk = new GlideRecord('sc_task');

tsk.addQuery('request_item', current.sys_id);

tsk.query();





while(tsk.next()) {

   if (current.comments.changes()){

   tsk.u_request_item_comments = current.number + " - " + current.comments;

   tsk.update();

   } else if (current.work_notes.changes()){

   tsk.u_request_item_work_notes = current.number + " - " + current.work_notes;

   tsk.update();

   }

}

When: before, Update

Table: sc_task

Condition: current.comments.changes() || current.work_notes.changes()

var gr = new GlideRecord('sc_req_item');

gr.get(current.request_item);

if (current.comments.changes()){

   gr.u_task_comments = current.number + " - " + current.comments;

   gr.update();

} else if (current.work_notes.changes()){

   gr.work_notes = current.number + " - " + current.work_notes;

   gr.update();

}

[LMHoffman]

Thanks so much for the quick reply!!!

Will give it a try.

Appreciate it and have a great weekend!

[tayrez]

Angela,

This is exactly the problem that we're having. My colleagues an I find it confusing, frustrating and time-consuming. We communicate with our customers all the time when completing a task. Let me know if you figure out a solution.

Therese

[randrews]

what we do is copy the additional comments from the item to the child work notes via br.. we also have an email triggered everytime a task is updated that goes to the assigned to <this one has send to event creator Unchecked> this causes an email to go out to all of the tasks assigned to whenever a catalog items additional comments are updated and that is where the email info goes if the customer responds via email.