Hi
If your order guide has two items then 1 REQ will be generated and 2 RITM's will be generated. There is a workflow written OOTB for this.
Having only one RITM is not a best practise.
I will Explain you with an example :-
The request is your Amazon order. It has an order number, your payment info, your shipping info and other information related to your overall order.
The items are your individual items in your Amazon order. For example, if you ordered 2 books, a monitor and a mouse, those are your items as part of your order.
Each item probably has its own workflow. Some ship from amazon, some ship from other suppliers. These would be the tasks for the items and make up the workflow for each item.
As the customer (or end user) i care about the request and how it pertains to my items. My request (Amazon order # 123456789) tells me what I ordered, my order status for each of my items and how far along I am. The end user gets this exact same view in ServiceNow. If I go in through self service and check the status of a Request, I can see, graphically, the status of my items under my request (the stages of these items are determined by the workflows for the items).
The request can handle maybe an overall approval process if needed (for instance, using the OOB example for approvals on orders over $1000). The items have their own workflows that are required to get the item from ordering through fulfillment. The tasks make up the individual work to complete those workflows.
Hope this helps.
Mark Correct answer if it helped.
Regards,
Omkar Mone
www.dxsherpa.com
