General requests

[aorosb]

Hello ServiceNow community!

I am looking for ideas, experience and/or advise for the following scenario.

In our environment we would like to have a catalog item which will take care of "general requests" such as; a request for a new report, changes to a table, changes to a website, etc.

Our department didn't like having those requests being set as record producers, because it is actually a request. We set up a request however, we would like to just create a task - skipping the request and item part- then from this task we will go through the change process if needed.

How are you handling (or have handled) this scenario?

I appreciate your collaboration.

Best,

Alejandra Orozco

UC- Santa Barbara

[ohhgr]

Hi Alejandra,

You could create a catalog item which will collect all the necessary details about the request through variables. Then you can use the execution plan functionality provided by service now to open a task.

Also, in the task you can use scripts, so you can dynamically set the assignment group / task priority etc depending on the item variables.

Here are some details for Execution plan. Creating an Execution Plan - ServiceNow Wiki

Hope that helps.

Thanks,

Mandar

[Community Alums]

Just a note on Execution plans: I recommend using Workflow instead. Execution Plans are really the legacy way of handling these situations. The wiki alludes to some situations where Execution Plans are better suited to the purpose, but I do not know what those situations are.

Also, record producers can be used to create requests, so you could go with a catalog item as Mandar suggests or still work with your record producer to create the request.