Service Catalog Items - Managing Required Fields After Submission (sc_task licensing)

[melcock]

We've been slowly ramping up our ServiceNow implementation and I'm running into a recurring theme where I could use some advice on where to go next.

Many of the pending workflows have multiple levels of data submission.  For example, one workflow concerns requesting a new record in a system.  Here's the current process:

• Initial submission
• First Approver is required to complete 1-2 fields to provide the billing info
• The second approver verifies that everything is correct
• The admin of the system creates the record and must provide the ID number as the final step

If I were to assign these as Approvals there is nothing that forces the required fields to be completed even if I mark them as Mandatory at that step.  I can create Catalog Tasks to require the necessary info, but that forces them into a different interface and I don't know how that impacts our licensing.

Ideally, we find a way to enforce required fields on the Service Portal alongside approvals.  Less ideal is assigning Tasks to a larger population of users.

Has anyone run into this and what is your solution?  Can we assign Tasks to end-users and not use up our "Fulfiller" license total?  None of them would have ITIL access.

Thanks!

[Michael Jones - · Accepted solution]

Yep, if you can do what you need with what you have described, then I don't see why there would be any issues. A user can be both the requester and approver for an item, the requester can update items they have created or were created for them, and you can combine widgets on the same page in any way that you see fit. 

Seems like a viable work-around with your specific scenario in mind! 

I hope this helps!

If this was helpful, or correct, please be kind and mark the answer appropriately.

Michael Jones - Proud member of the GlideFast Consulting Team!