Request - Request Item - Task Why three?

[pauladams]

I am still a rookie here and learning.

I know there are different kind of catalog items - record producers, order guides, content items. And I am trying to understand the difference/relationship.

Is my understanding correct that only for order guides we have Request which has Request Items and the Request Items have Tasks attached to them?

If I want to just create a Catalog Item of type record producer let us call this item as a "Account Unlock", which will just create a request record (REQxxxxxxx) and assign it to a Assignment Group. I do not want Requested Item or Task.

Will this be possible? I guess yes. Do we need to have a Requested Item or Tasks associated with Requests (REQxxxxxxx)?

What functionality will be lost if a Request doesn't have Requested Items and Tasks?

[ramak]

Paul, what you've asked for is already available via the INCIDENT module (creating REQ record & assigning to a group).

The concept of a Service Request is the hierarchy that it comes with. REQ -> RITM -> TASK.

But you can always make do with only REQ's and RITM's/TASK's are not mandatory.

Please go through these links for more info & video tutorials:

http://wiki.servicenow.com/index.php?title=Introduction_to_Service_Catalog#gsc.tab=0

[The SN Nerd]

• Request - Submission of a cart, user facing
  • Request Item(s) - Individual ordered items
    • Catalog Task(s) - tasks that need to be completed by fulfilment/support teams to fulfill the request item

Given the cart model is often no relevant to IT, is is common to see implemenations give users the Request Item number and hide request completely.

Hope this helps!