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

[bostonsnow]

Hello,

We went live with SNOW in May and the biggest pain point across the board by far has been using the Service Request module, specifically how to use REQ, RITM and SCTASK. The 3 record system is causing major confusion across the requestors, fulfillers and even the admins.

Requestors track their Service Requests on the Service Portal via the RITM record. However, request fulfillers work out of the SCTASK. If they have all the required information, they fulfill the request and close the SCTASK which we have set up to auto-close the RITM and REQ.

However, there are situations where there is 2 way communication required between the fulfiller and the requestor. Currently, when this situation arises we have the fulfiller post their message to the Additional Comments field on the RITM. The requestor then replies and the response is posted back to the RITM. The issue is that this requires the fulfiller to monitor 2 records (RITM and SCTASK) for one request.

The problems I am trying to solve are:

        1. Ensure fulfillers only need to work out of one record for a request.

        2. Ensure fulfillers can have a 2 way conversation with the requestor from this one record.

I am considering adding the Additional Comments field to the SCTASK form and have these comments auto-post to the RITM so they are visible to the requestor. However, when the requestor responds their reply gets posted to the RITM and the fulfiller would then need to check the RITM. Should I then have the reponse posted to the SCTASK? I feel like we are bending over backwards and applying excessing custom configuration just trying to make this 3 record request model work for us.

Has anyone else run into this situation? If so, how do you resolve it?

Any guidance here would be greatly appreciated.

Thanks!

Mike

[bostonsnow]

ctomasi I would definitely like to set this up: "Create an event when the requester adds a comment to the RITM that triggers a notifcation to all the assigned_to of the open child SC tasks. This might be best done by first triggering a script action that does a lookup of the active child records, then that script action sends the emails"

This is new territory for me, is there any chance you could walk me through how to do this (if not too terribly complicated).

Thanks!

Mike

[Chuck Tomasi]

Step 1: Register a new event. go to System Policy> Events> Registry

• Name: sc_req_item.comment

Create another event called 'sc_task.comment.assigned_to'

Step 2: Create a business rule Request Item (sc_req_item) table. Example

• Name: Trigger comment event
• Table: Request Item (sc_req_item)
• When: After
• Insert: true
• Update: true
• Advanced: true
• Conditions: current.comments.changes()
• Script:
  • gs.eventQueue('sc_req_item.comment', current, current.sys_id, '');

Step 3: Create a script action. System Policy> Events> Script Actions

• Name: Send RITM comments to Assigned to Open Tasks
• Event: sc_req_item.comment
• Active: true
• Condition script: (empty)
• Script:
  • var task = new GlideRecord('sc_task');
  • task.addQuery('request_item', event.parm1);
  • task.addQuery('active', true);
  • task.query();
  • while (task.query()) {
    • gs.eventQueue('sc_task.comment.assigned_to', task, task.assigned_to, '');
  • }

Step 4: Create a notification   (System Notification> Email> Notifications)

• Create a new record
• Click the Advanced view related link
• Name: Parent RITM was commented
• Table: Task (sc_task)
• When to send:
  • Event is triggered: sc_task.comment.assigned_to
• Who will receive:
  • Event parm1 contains recipient: true
  • Send to event creator: false
• What it will contain:
  • Subject: Fill in your subject about the parent RITM being commented
  • Message HTML: Fill in your message body here

Of course, save all that and test. That should do it.

[Donald Small1]

First, I'm glad that our org is not the only one getting confused by the REQ, RITM, SCTASK concept.  To me, as an admin, it makes sense, but getting our fulfillers and requestors to buy in has been a challenge to say the least.  The biggest gripe I get is from the requestors on the portal view.  They only see the RITM.  So when we have, for example, an RITM to goes to group XYZ for approval and then an SCTASK to group ABC for fulfillment, the RITM never changes the Assignment Group.  So our requestors think that group XYZ is sitting on a ticket, when if fact XYZ already approved it and now the task is waiting for Group ABC to fulfill.  The stage of the ticket changes from waiting on approval to delivery, but the requestor doesn't know who is actually delivering it.

Any suggestions to help with this?

Donald

[jlotmac]

Is it possible to:

1. only use REQ on the Onboarding request, but for regular Service Items RITM only. 

2. RITM only if there are only 1 task to fulfill (no Sctask)

I'm very new to SNOW and i think this the 3 layer is counter productive. 

[Dr Atul G- LNG]

Hi @jlotmac 

https://youtu.be/OJ5slCwIvXo?si=D_SSh9kXjSdQf-Lt