sc_task and sc_req_item are generate reports for RITMs with different count.

[atha]

what is the difference between Catalog Task [sc_task], Requested Item [sc_req_item] and [sc_request].

which one give correct report for all requests i.e, RITMs...

sc_task and sc_req_item are generate reports for RITMs but different count and some of the RITMs are missing while compare.

sc_task missing some RITMs as compare we compare RITMs in sc_req_items and vice versa.

[Chuck Tomasi]

Think of a request as a 'shopping cart'. It's like the header on an invoice. It is a container for one more request items (generated from a corresponding catalog item.) The request may or may not have a workflow associated with it.

In many cases, the request item (a line item on that invoice) has a workflow also, which may generate one or more catalog tasks (tells people how to fulfill each of the request items.)

As such, you are going to have different numbers of each. It is not a 1-request-->1-request item-->1-catalog task. You could have 1-3-5, or 1-1-7.

Hope that helps.

[atha]

thank, it give a good knowledge.

So, all customer/user request related to Hardware, Software etc said to be a Request Item and will counted with sc_req_item, is it right????

sc_task and provide RITM as well.

My problem is some of the RITM in sc_req_item is not avilable as compare to RITM in sc_task

Please find a report and see the condition and suggest me.

Similarly for SLA Breached.

Note : if you have a best condition to generate report, please suggest me.

[Chuck Tomasi]

I'm not sure what the underlying requirements of the reports are. When I look at them I see two different reports showing two different things.

The first is a pivot table showing catalog tasks by category and active/inactive.

The second is reporting on the RITM table by assignment group and active/inactive. There appear to be a total of 49 catalog task records (sc_task) and 66 RITM (sc_req_item) records. Without knowing what the requirements are or what you expect the correct answer to be, it's tough to see exactly what's wrong with these reports. They seem pretty straight forward from my perspective.

[atha]

We have an option like Software, Hardware & Services

Software --> Ms-Office, Adobe Pro, Ms-Visio and Ms-Project

Hardware --> Laptop, Desktop and Printer...

Services --> New User, vpn, shared folder and usb access...

Now my boss asking to generate report how many request created by customer during particular period of time based on Company, Location, Assignment group, Category(software, hardware & services) & SLA Breached. Please suggest which table gives these requirements and best conditions to generate a good reports.

For you reference, how customer select to create an order, five(5) sequence of snapshots give you an idea as given below.

1)

2)

3)

4)

5)

6) Looks like

7)

Requests can have one or more tasks, why then task not more then request total?