Service Request Management - State & Stage matrix of SCTask --> RITM --> REQ

Rajkumar Sakth2 · ‎04-15-2025

Hi Experts,

Can I have the state & stage details for the attached scenarios.

When the Task(s) closed with any of the three states (Closed Complete/InComplete/Skipped), I have to determine the RITM state & Stage. Eventually the REQ state & stage as well.

Can you adivse please.

Couldn't paste the table here, as it throws errror. Hence attached the excel.

Dr Atul G- LNG · ‎04-15-2025

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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View solution in original post

Dr Atul G- LNG · ‎04-15-2025

Hi @Rajkumar Sakth2

What you're looking for is available out-of-the-box (OOTB). You can check the OOTB RITM/REQ flow. The only thing is that it's based on stages, so you need to set the stage in RITM and REQ whenever the SC task changes

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If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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Rajkumar Sakth2 · ‎04-15-2025

Thanks for your response.

Yes, as you said REQ State and Stage will be set OOTB according to RITM.
But we have explicitly set them for RITM record. Thats where I'm stuck.

Can you help me with that, please?

Dr Atul G- LNG · ‎04-15-2025

@Rajkumar Sakth2

How are you setting it? Check this OOTB

https://INSTANCENAME.service-now.com/now/workflow-studio/builder%3Ftable%3Dsys_hub_flow%26sysId%3D30f3d26187e92300e0ef0cf888cb0b91

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If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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Rajkumar Sakth2 · ‎04-15-2025

Hi Atul,

Thanks again for the prompt response.

Is this a flow record.? I couldn't locate it even with sys_id.. Can you please mention the name of the flow record please.?