DOES CTASK required ?
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6 hours ago
Hi all,
We have REQ > RITM > CTASK in Servicenow , is it mandatory to have this hierarcy or we can have only REQ>RITM if the single team is working on the ticket.
If multiple team is involoved can we have one REQ and multiple Request item created ?
Does this can be based org requirement ?
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6 hours ago
not mandatory
It all depends on customer's requirement.
good explanation below
Looking for guidance on how best to use REQ, RITM and SCTASK.
RITM VS Catalog task when working a Service Request
π‘ If my response helped, please mark it as correct β and close the thread πβ this helps future readers find the solution faster! π
Ankur
β¨ Certified Technical Architect || β¨ 10x ServiceNow MVP || β¨ ServiceNow Community Leader
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5 hours ago
Hi @PriyangaM
Looks like thereβs a small typo in your flow.
It should be:
REQ β RITM β SCTASK
Now, to answer your question:
A service request typically has three parts:
- Request initiation (REQ β RITM)
- Approval
- Fulfillment (SCTASK)
In some use cases, the business may not require an approval step. In those scenarios, the flow becomes:
REQ β RITM β SCTASK
This aligns with the basic ITIL process.
Refer : ITIL: The Service Request Management Process
