Service Request (sc_request) table for

[Community Alums]

Hi All,

I need advice on utilizing Service Request table both for catalog orders as well as requests handling. Design wise, i want to create   a record producer and catalog items on Service Request and handle them separately. Just like incident table to handle requests (without RITMS) only REQs.   Any suggestions or best practices?

[Chuck Tomasi]

Hi Karthik,

I'm not sure I understand the underlying requirement.

Record producers create a single record on a table. They are not associated with the request process (REQ, RITM, SCTASK) in any way other than they can appear on the same catalog for end user experience. They do not get added to the cart. Therefore they are handled separately.

I hope that helps.

[Community Alums]

Hi Chuck, Thanks for the response (actually i was expecting your input )

Like other record producers create records on respective tables ex: INC, CHG (standard change) etc.. i want to create some REQs as part of support process. Here i'm gonna use catalog also at some point. It's more like a support process and fulfillment on same table but different workflows.

[Chuck Tomasi]

Thank you Karthik. I hope I understand this correctly.

Injecting REQ records using a record producer won't. REQ records are done as part of the cart API after RITMS are created. (I know, it sounds backwards to make a parent record after the children, but there you have it.)

Creating an RITM with a record producer won't necessarily trigger the REQ creation unless you somehow tie in the cart API. I haven't used it much so I couldn't tell you if that's even possible.

Service Catalog Script API - ServiceNow Wiki

[Community Alums]

Thanks Chuck, i got an idea how RITM & REQ are coupled   I see state field & incident_state field on Incident table are in sync. The same   way state and request_state also in sync? bcoz, i'm gonna create few states for support process and keep the catalog fulfillment process separate. So i have a question should i create on both fields (state & request_state).