Custom Scoped Application for Platform Implementation

[MoiraL]

Using a scoped custom application to implement ServiceNow across incident and REQ/RITM is not best practice, correct? I'm looking at one here where they've used a custom application in Studio to implement incident, sc_request, assessments, the ESC, and it's touching so many pieces of the platform. My CAD brain is sending up alarm signals, but I don't know if I'm just getting things wrong here.

Someone tell me if this is or isn't best practice. My gut says no, it's not best practice to use a custom application to configure the ITSM platform, that everything should be global or in its own scoped app (like Employee Experience Taxonomy, etc).

I'm currently trying to rip it all out as no one is getting emails from RITMs being created by the catalog item built as a catch-all. Any tips on getting that done faster would be beneficial.

[Tanushree Maiti · Accepted solution]

Hi @MoiraL 

Core Incident or Request (REQ/RITM) management functionalities are already given OOB. It is not at all recommended that using scoped app - try to replace/ re-engineer ITSM base components!

You should create a separate scoped app only when:

• You’re building completely custom functionality 
• You need strict separation (e.g., reusable platform utilities, shared integrations)
• You want to isolate complex integrations or custom frameworks

Refer: Application Development - Best Practice #1 - Work in a scope

[MoiraL]

That's what I thought, I just wanted a sanity check because I'm currently ripping all this stuff out and rebuilding it where it should live.