Communication from a RITM or Task?

[hblair]

I am looking for a best recommendation regarding sc_task.

What is the Best practice for communicating with the customer?

Add additional comments to the task or the ritm?

Or would you add it to both?

Also where is the best place to capture work notes?   Would it be in the RITM or the sc_task?

I would be curious to hear what others have done and what the feedback has been.

Thanks

Hank

[JennyHu]

Hi Michael,

Thank you for the reply.   I'm fairly new to the service catalog so thanks for your patience.  

If I am understanding correctly, from the tech's perspective, they can work solely on TASK records and we use business rule to copy client visible comments and work notes from sc_task table to sc_req_item?   From the client's perspective, they may not need to know about the TASKs involved with their request, but they may comment on their request.

What happens when a client adds a comment to the sc_req_item?   How would the techs know that a client commented on the request item since the request item is not assigned to them?   We currently copy the client comment from sc_req_item to sc_task so the tech is aware of client comments.  

But if we have a 2-way copy:

1. From sc_req_item to sc_task children, so assigned techs are aware of comments made by the client.
2. From sc_task -> sc_req_item parent, so tech can send notes to clients from their assigned task

How do we handle possible infinite loop?  

Is the service catalog meant to have conversation between tech and client?   We mostly offer services rather than products, so there are some conversation between our clients and techs.

Thanks,

Jenny

[Michael Ritchie]

Yes that would be a problem if each record kept updating each other.   You can add setWorkflow(false) to your script to tell it not to run business rules on the update:

GlideRecord - ServiceNow Wiki

This way you force the update through.

Out of the box the system of record for a requester is really the requested item.   They don't have direct visibility into the parent request or the tasks.   So creating a business rule to push updates back up is the best way to go.   You could certainly grant access to the child tasks, but that will create confusion on where to look for what.

[DannielG]

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