RITM Closed Incomplete best practice

[Albert]

Hi Team,

Asking if there are any best practices when it comes to the Service Catalog lifecycle wherein:

1. An REQ has many RITMs

2. The 5 RITMs are generated or created all at the same time

3. There are 3 succeding RITMs after the 5 previous RITMs are "Closed Complete", these 3 are created after each has been completed (Closed Complete)

Question:

1. When one RITM was "Closed Incomplete", let's say the second RITM and the other 3-5 RITMs are still Open, what should happen to the rest of these Open RITMs? and what should happen to the state of the REQ?

2. If one RITM was already completed, what is supposed to happen to the other RITMs and the REQ?

Should they all be set to "Closed Incomplete" automatically and prevent any fulfillers from working on the request?

Appreciate any input on this.

[Sai Kumar B · Accepted solution]

@Albert 

Ideally, the hierarchy in request management is
Request -> Requested Items -> Catalog tasks

Setting the RITM state on basis of Catalog tasks or Setting the Request state on basis of RITM totally depends on user requirements. 

For example, Set the Request state as incomplete if any of the RITM is incomplete. Also, Set the RITM as incomplete if any of the catalog tasks associated with that RITM are incomplete 

Let us assume there are two RITM(s) each as two Catalog tasks, If any of the catalog tasks are incomplete set the RITM as Incomplete, and set the Request state also to Incomplete.

[Sai Kumar B]

@Albert