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‎05-14-2020 02:14 PM
I created a basic catalog item without a workflow since I don't need one. When I submitted the form from the Service Portal, the data is passed into the record within the Now Platform UI correctly. I see that an REQ and RITM is created but not the SCTASK.
Is the SCTASK supposed to be created along the same process automatically by default? If not, how do I create an SCTASK that will carry the data from the RITM into this SCTASK?
Solved! Go to Solution.
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‎05-14-2020 09:35 PM
Hi
When "ordering something" via the Service Catalog, at checkout, the system will create a Request (REQ) and one Requested Item RITM per Ordered Item. This is a normal behavior.
SCTASKs are used to fulfill the Work to be done. This normally will only happen as soon as the Request was approved. So, do NOT wonder, if you do not have any SCTASKs before the Request was approved.
Anyhow, there are several ways, how SCTASKs can be created after the initial approval.
They can be created by Workflow(s) (Catalog Task Activity or by Run Script), by Flow DEsigner, by Business Rules etc. etc. You can be very creative on how to implement.
But to answer your question: Yes, it is normal that REQ and RITM records are created (at checkout) and NO SCTASK records in THAT moment. And then, it just depends on the settings.
Does that make sense and answer your question? If yes, please mark my answer as correct/helpful
BR
Dirk
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‎05-14-2020 02:40 PM
Yes that is correct.
Please mark my response as correct and helpful if it helped solved your question.
-Thanks
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‎05-14-2020 02:50 PM
Yes, service now OOB workflow will just creates REQ and RITM.
Regrds,
Sachin
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‎05-14-2020 04:16 PM
Can someone provide me steps on how to create that SCTASK when an REQ > RITM is created?
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‎05-14-2020 07:52 PM
Open your workflow in workflow editor for your catalog item and add "Catalog Task" activity in your workflow and then publish workflow.
Regards,
Sachin
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‎05-14-2020 08:54 PM
If this is a simple catalog item, you can also use the Service Catalog Item Designer.
