Best Practice for Request table

[jaubert]

Good Afternoon,

Currently we are utilizing the Incident, Change and Problem table.  I have a request that came in from HR and I wanted to know if it would be best practice to use the request table.  This request would be a form that our managers can use to request temporary employees.  We currently do not have an on boarding process.  Would this be something that should be for the HR module, which we do not have?  

[jMarshal · Accepted solution]

I'm pretty sure Service Catalog would be something you're subscribing to if using Inc, Chg and Prb...but that's not simply putting items in the "request" table.

I'd recommend using the basic "task" table to hold "generic requests", if not planning on using the Service Catalog oob as specifically designed.

Here are some links that describe the specifics of the Service Catalog:

Service Catalog overview - Support and Troubleshooting (servicenow.com)
Service Catalog - ServiceNow

[jaubert]

Thank you so much for your response.  Some told me this as well but when I saw fields regarding order properties, I thought that might be wrong.  So, I would just show/hide fields specific to the request, correct?

[Alp Utku]

Yes. You are flexible on hiding / showing fields while working with Service Catalog and Request Items (RITMs)

[jMarshal]

Yes, when configuring (designing) the Catalog Item, you specify certain variables which are only shown on that catalog item...not all catalog items.

For instance, you could have a catalog item for this HR request which has specific information being asked about that request -- "when are you requesting time off?"...

...but doesn't show on other requests (like one about email) -- "what is the address of the new email account you would like created?" 

Both use the same table and each have a specific set of questions they'll ask, which will only be asked for that specific Catalog Item.

This Service Catalog structure really is the "bread & butter" of the Now Platform, IMO.

Here is a link to free on-demand course on Now Learning, which may help further! Catalog Builder Fundamentals - Now Learning (servicenow.com)