Suggestions to set up a Request with several selections that contain different workflow paths
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‎08-22-2024 07:21 AM
Hello!
To preface, I am a total newbie to ServiceNow- we are just beginning our switch over to it. I am currently trying to replicate a build that we utilized in our old SM tool, and was looking for some suggestions as to how you think I could potentially proceed in ServiceNow.
Currently users can place one request in our Service Catalog for access to various rooms- one request could have multiple rooms checked off, and each room has a different team to process the request. We use tasks right now that are sent out to different teams based on their selections. That being said, would it be best/possible in SN to:
-create a Service catalog item with the checkboxes and create separate RITMs per room selection- and include a task/separate workflow in those request items? I assume I would have to use a script in the workflow or something similar? Or would that be a bit too complex for a new developer (like me)?
-Otherwise possibly just one RITM from the request with multiple tasks based on the room selections?
Additionally, what is the best way to pull fields/variables from the request to the RITM? We thought we would create a new object that will pull fields in from the initial submission and be available as a tab on the RITM (with a reference to the table), but I'm not sure that is the best way to configure ServiceNow. We were also going to create the fields on the RITM table so they can translate from the REQ to the RITM but not sure if that is best practice either.
Thank you guys so much, I appreciate any suggestions!