Catalog builder, create Request without an automatic Ctask and RITM

[Steve Nisbet]

Hi Folks,

hoping for some insight here -and thanks for you time. We are migrating a fairly mature system built on Workflow and catalog entries largely dependent on the Advanced view using code to create REQ's direct on sc_request - which is of course not supported.

We're opting for low code, catalog builder -> flow engine to stay near to core and to have all the benefits of that model.

We noticed early on however, that whilst using a catalog builder template and the item option 'Standard' that we get requests generated ok - but with a default CTASK and an associated RITM.

Using the Request Item type doesn't give us the right info in the ticket and so we've avoiding using that one.

Is there a way to avoid this? Our core teams are not used to seeing a RITM in every request and most requests operate using the worknotes etc. We do have some catalog items that have more complex needs and for which we create RITMs in the records accordingly.

best wishes

[Dr Atul G- LNG]

Hi @Steve Nisbet 

In short, RITM is an integral part of Request Management, meaning when a catalog item is submitted, both REQ and RITM are created by default. This is fundamental and Out-of-the-Box (OOTB). However, SCTasks can be removed if needed.

[Steve Nisbet]

Hi there, thanks for the response, yes I appreciate that they are created by default thru this process, our existing processes create the REQ, then where necessary subsequently add a RITM, we don't bother with ctasks in the main, So - the question is really centred on whether it is possible to avoid the initial creation of a Ctask and RITM which contain the input from the form we would normally add to the description, resolver group and assignee etc - in the REQ. Our REQ's are directed to resolvers

[Dr Atul G- LNG]

Hi @Steve Nisbet 

Avoid the initial creation of a Ctask

Atul: Yes, 100% possible. Please check the flow/ workflow which has been mapped to catalogue items and remove the task creation. But you need to do this for every flow/workflow.

Avoid the initial creation of a RITM

Atul:  No, if you remove this, you will break many functions in OOTB system and also big this, it is violation of Request process Better to educate users and use this,