"Source Request" Task tied to REQ in HAM OOTB configuration,but normal hierachy is REQ->RITM->SCTASK

[Jin-Shen]

-As we as implementing HAM Pro in our instance, I am using the OOTB function of "Hardware Stock Order Flow" and "Standard Hardware Asset Request".

-The OOTB workflow "Source Request" will always be triggered when the REQ record is inserted with condition "sourceable=True".

-My understanding of ServiceNow best practice is to follow the hierachy REQ->RITM->SCTask.

-Because of this OOTB HAM Pro configuration, the SCTask "Source Request" will be tied to the REQ directly, instead of the RITM. 

-As a result, the tickets created from HAM will be inconsistent with all the other tickets created in our system since all the other tickets follow the hierachy of REQ->RITM->SCTask.

Question: I am stuck in the dilemma of following OOTB configuration vs. standardizing HAM tickets to tie to RITM which I know is the best practice for ServiceNow.

I am looking for any perspective/input on this especially from people who have experience in implementing HAM in their instance. Thank you very very much.

[DavidWallace1]

I too found this odd when I started working on HAM. One thing to remember though, is if you have more than one RITM on your REQ (e.g. if you are using an order guide), you still only get one sourcing sctask record.

When you use the UI action it gets you to try and source all of the items for all of the RITMs that are on the REQ on one page.

Personally I have reservations about this because of all the complication about what if one of the 5 items is out of stock (and there's no budget to raise a PO or whatever)?  What I think happens is that those you do source create transfer orders/POs etc, if you don't source one of the items the sctask stays open until you do. I haven't yet had the time to dig into the exact behaviour in this sort of scenario to confirm this, and if it does behave like that then I still think it's very messy.

Doesn't really answer your question, just my input 😊

[AJ5]

Hi @Jin-Shen 

We have a similar situation. What did you end up doing? 

[DavidWallace1]

We just work around it - it works that way for a reason. When there are multiple items to be sourced, you don't have to action them all at the same time, the sourcing task remains open until you've sourced all of the item (each with one of the 3 options, consume, transfer and PO).

[AJ5]

Thanks! @DavidWallace1