Tasks without RITMs

dovan1
Tera Contributor

‎08-19-2024 12:29 AM

What's the best practice in terms of usage (mainly creation) of Tasks ?

 

Basically trying to ask if we should even allow Users (ITIL licensed who have SNOW native access) to create   

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Bhavya11
Kilo Patron

‎08-19-2024 09:15 PM

Hi @dovan1 ,

 

REQ and RITM is associated which gives the details of the Request raised by a user to fulfil requirement.It is not a best practise to restrict the creation of RITM

 

ServiceNow uses three level of structure for request fulfillment via records in three tables[REQ, RITM ,SCTASK] records..

 

 

If I could help you with your Query then, please hit the Thumb Icon and mark as Correct !!

 

Thanks,

BK

If this information proves useful, kindly mark it as helpful or accepted solution.

Thanks,
BK
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dovan1
Tera Contributor

‎08-20-2024 05:45 AM - edited ‎08-20-2024 05:47 AM

Thanks for checking @Bhavya11 . I realized that my question was not posted fully 🙂

Basically, the question is around one of the automations (related to alerting the Support Team for Azure certificate Expiry) wherein SCTASKs are being generated/automated in SNOW as a standalone ticket i.e. NO RITM/REQ are created for the respective SCTASKs.

 

What I wanted to know is whether it is a good/best practice to have any automation implemented in this way OR should it be achieved with a proper structure in place i.e. create a

REQ->RITM->SCTASK

or at least

RITM->SCTASK

via automation ?

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