Catalog Tasks needs to show related Requested Item

daniellethomson
Tera Expert

Hello!

We are working on creating a New hire process. I have created the workflow, works beautifully! The workflow creates catalog tasks to our Service Desk and HR. The problem is that on the catalog task there is no reference to the requested item (our new hire form) so that the assignee of the task knows what they are completing. Any ideas on how to add the requested item to the catalog task to be viewable from the same screen?

Hoping this makes sense!

Thank you,

Danielle

1 ACCEPTED SOLUTION

I figured it all out... just took the entire morning. I needed to create an approval workflow from the sc_request table before the workflow on the sc_req_item table ran properly. What a headache, but I would never have arrived at that answer with your assistance Patrick.



Thank you!!


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16 REPLIES 16

daniellethomson
Tera Expert

Thank you everyone for your comments. Unfortunately, this isn't exactly what we are looking for. I need to have the RITM item a clickable link because our new hire form is very detailed.   I was able to add the RITM item to the Request by adding a list view but for some reason this option isn't available in catalog task.



Any other thoughts? This really makes assigning tasks useless because the assignee would have to leave their task go and find the requested item with the new hire form to complete their tasks... I need it all in one place.



Below is the view of the REQ I would love for this to show in the catalog task as well.



RITM link.PNG


Do you mean you want a link to get back to the RITM from the Task? If you add the "Request Item" field to the form, the information icon to the right of the field is clickable and should be what you need.


Capture.PNG



You can get both the Catalog Task number and the Request Item number in the same list view. It looks like this: Capture2.PNG


Patrick you are getting me a little closer. I now have a feeling somehow we aren't linking the task properly to the RITM item because when I add that view to our list the RITM item is blank.



RITM not showing.PNG


Is your workflow running on the sc_request table or the sc_req_item table? The Catalog Tasks have to be generated from a Request Item workflow so they 'know' which Request Item they came from.



If it's running on the sc_request table, the tasks will still get created, but they only have a link to the REQ instead of the RITM.


I read this wiki: https://community.servicenow.com/thread/152874



Does this mean I have to run the original workflow before I run the one I created on the sc_req_item? The original workflow has an approval component that we are not currently implementing. How do I get around that piece? I only want to run one workflow on a REQ.