Task without RITM

[sarosana]

Hi All,

Can request directly link with a task without RITM?

If no, Why & what is the relationship between them?

Please help me...

Regards,

Anna

[Chuck Tomasi]

Hi Anna,

Typically a request (sc_request) has one or more RITMs. In fact, if you order something from the service catalog, the RITM records get created BEFORE the request record does. Odd, but I cannot explain it.

So REQ has child RITM and RITM has child SCTASK (optional). So, technically, you could have a related list of tasks on a requests. The field "request" is on the sc_task table and you could expose the related list of catalog tasks on the request form, but the RITM is going to be created and have the details anyway.

What's the use case here?

[sarosana]

Hi Chuck Tomasi,

Thanks for your valuable time to answer my query.

Actually the case is without the RITM flow & all we just wanna create task and assign it to the particular group/person & they will proceed further.

And moreover the Request/RITM/Task flow is quite tedious to make them understand.

Regards,

Anna.

[Chuck Tomasi]

Here's how I usually help people understand.

Request is like the cart on Amazon. You can put one thing in for an order, or you can put 1000 things in.

The "things" you put in your cart are RITMs. Each may be fulfilled independently by different vendors.

The "tasks" are for the fulfillers. Some may be bots (fetching things from the warehouse) and some may be people. As a requestor, you don't really need to care. That stuff is our order fulfillment instructions.

Hope that helps.

If you want a single level system you can represent in the service catalog, take a look at Record Producers. They show up in the catalog, but can be used like catalog items in that you can have a few user-friendly questions to create a record on any table.

Record Producer

[Kalaiarasan Pus]

We are using Cart layout for our catalog cart and have added/changed few of the macro's to supress the Request details from the order details screen.

This ensures that users do not need to care about Requests and can only see RITM and task details.

Unless you use order guides like Employee onboarding etc, I do not find much use of Request concept in ServiceNow.

You may try something like this if you are using cart layout.

PS: I cannot provide more information about the technical implementation but suppressing Request information is not that difficult.