Questions regarding the OOTB process for REQ, RITM, sc_task creation, and approval workflows in the

[sndevastik]

Hi Community,

I have a few questions regarding the Service Catalog process in ServiceNow. I would appreciate your insights on the following:

1. Request Creation: How is the request generated once a catalog item is submitted? Are there specific business rules or flows responsible for this?

2. RITM Generation: How is the Requested Item generated for a request? Is there an OOTB (Out-of-the-Box) flow or business rule that handles this?

3. SC Task Generation: How are Service Catalog Tasks  created in the OOTB setup? What triggers their creation?

4. Approval Process: How are approvals triggered in the Service Catalog process? Are they dependent on specific flows, workflows, or configurations?

5. Flow Creation on RITM: Why do we typically create flows or workflows on the level rather than the level? My understanding is that and are generated via some OOTB business rules, and any associated workflow or flow attached to the catalog item is responsible for generating . Can someone confirm or clarify this?

[sreeram_nair]

• Request Creation: The REQ is generated by the Create Request business rule when a catalog item is submitted.
• RITM Generation: The Create RITM business rule creates the RITM for each catalog item.
• SC Task Generation: Tasks (sc_task) are created by workflows or flows associated with the RITM.
• Approval Process: Approvals are triggered by workflows, flows, or approval rules tied to the RITM.
• Flow/Workflow Level: Flows/workflows are attached to the RITM rather than the REQ, as each RITM requires individual processing.