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

[HugoFirst]

If you use the email client on the RITM record, then that is all they will see.

You can enable it by:

1.           Viewing a requested item record.

2.           Click in the record's header and select Configure -> Dictionary

3.           Open the entry with Type Collection

4.           In the attributes tab (related list), add an attribute named "Email client".

Here are some links for you to peruse:

The email client

Customize the email client

Create an email client template

[Lesli2]

Thank you so much for this info!  We're new to ServiceNow, and I was worried that we HAD to use 'tasks';  We currently are using REQ and RITM and assigning RITM to worker groups.  I foresee that we will use tasks later;  these comments had lots of great tips.