Service Request Vs Catalog Request

[swamiinheaven]

Since service request(Requesting for Info\Data Load\Report etc)\catalog request(Requesting for Access\Requesting for Hardware) are two different things,i think we should not be using Service Catalog to raise Service requests.

Does service-now provides any solution for this ?

Why do some one has to have RITM s and Tasks when they are requesting for an Info.

Or in case of Service Request, can we raise only the Request and opt out to raise Items and tasks ?

[Mark Stanger]

Best just to put service requests in the incident table since that's the process flow that they usually use. You can label them whatever you want there.

[swamiinheaven]

But what is stopping me to do that is , i am afraid of the huge magnitude of the Data which will go in to the Incident ,and on the other side we are strongly campaigning to the Users that we should not raise incidents unless something is really broken.

[Mark Stanger]

The huge magnitude of data has to go somewhere, and it's going to be part of the task table regardless. You can filter on that data as long as you have an attribute on each incident record indicating what it really is. The user education issue is one that you can work with as well. The 'Incident' label is just that...a label. The fact is that the type of tickets you're recording act like incidents in almost all respects. If you don't put them in the incident table you'll end up having to create an exact replica of your incident table or breaking the request system to make it happen. I've seen it a hundred times and it's never worth it. I strongly recommend you save yourself the trouble and put those in the incident table with an added label indicating they're a service request type.

[swamiinheaven]

Thank You Mark 🙂