Service Catalog Request / Request Item flow - OOB and best practise

[Eitan Salita]

Hello guys,

I would appreciate to share your knowledge with me in order to understand SN out of the box process flow.

Let's assume scenario -   I have request (REQ) that contains 1 requested items (RITM). After RITM is approved and deployed (For example: State =X,     Stage = Y) , should it automatically update REQ accordingly (For example State= Z , Stage=T)? Meaning -   does RITM status automatically update REQ status once first is closed complete?

a) Can you please elaborate what is OOB and what is your best practice/methology flow regarding the RITM and REQ statuses for standard service catalog request?

b) Please mention what happens with various statuses in both REQ and RITM forms? What is the best practise of using all these fields.

Below described all relevant statuses fields I found in these 2 tables/forms:  

REQ statuses fields:

- Approval (Not requested/Requested/Approved /Rejected)

- Request State (Pending/Approved/Close Complete/Closed Incomplete/Closed Cancelled/Closed Rejected/Resolved)

- Stage (Requested/Approval/Fulfillment/Delivery/Closed complete/Closed incomplete

- State (Pending/Open/Work in progress/Closed complete/Closed incomplete/Closed skipped/Resolved)

RITM statuses fields:

- Approval

- Stage

- State

Thanks in advance,

Eitan

[Ankur Bawiskar]

Hi Eitan,

ServiceNow service catalog has following hierarchy

Request -> RITM -> Catalog Tasks

User can raise a request. This request is auto-approved by one default workflow on Request table. Once the request is auto-approved then the RITM workflow is triggered. Based on approvals in your RITM further tasks can be created.

You can have more than 1 RITM in your request. It's identical to a shopping cart wherein in a single order you can place order for Mobile Phone(Category Electronics), Books (Category Study) and submit the order. Further process on these RITMs will follow their own workflows.

Once all the RITMs under the request are completed, the request will be marked as Complete.

Use of Stage and State - This helps end user to view the current stage of the RITM i.e. whether it is still waiting for approval or approval completed etc.

State - mostly used in Catalog tasks. Consider a user is working on a catalog task so as soon as Catalog task is created it will be In Progress state. Once the person works on this and completes user can mark it as Close Complete and close the task.

Hope you got an overview of the service catalog