DOES CTASK required ?

[PriyangaM]

Hi all,

We have REQ > RITM > CTASK in Servicenow  , is it mandatory to have this hierarcy or we can have only REQ>RITM if the single team is working on the ticket.

If multiple team is involoved can we have one REQ and multiple Request item created ?

Does this can be based org requirement ? 

[Ankur Bawiskar]

@PriyangaM 

not mandatory

It all depends on customer's requirement.

good explanation below

Looking for guidance on how best to use REQ, RITM and SCTASK. 

RITM VS Catalog task when working a Service Request 

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[Tanushree Maiti]

Hi @PriyangaM 

Looks like there’s a small typo in your flow.

It should be:

REQ → RITM → SCTASK

Now, to answer your question:

A service request typically has three parts:

• Request initiation (REQ → RITM)
• Approval
• Fulfillment (SCTASK)

In some use cases, the business may not require an approval step. In those scenarios, the flow becomes:

REQ → RITM → SCTASK

This aligns with the basic ITIL process.

Refer : ITIL: The Service Request Management Process