Trigger SC TASK FOR CMDB CPP SUPPORT TEAM

[XYZ]

Hello Community,

There is a requirement to trigger multiple sc tasks based on "yes/no" condition.The scenario is they want to remove access for cmdb applications while a offboarding ticket is raised for a user .It would include multiple applications and that would trigger a tasks to cmdb app support group to remove access for the applications..Then they mentioned that there might be case where a requestor may not have a idea what access a offboarded user has to cmdb apps.

I recommended to craete a sperate field to cmdb apps table which would populate cmdb business applications and based on single selection that would trigger a task to cmdb app support.


I have some questions:-

What if there are multiple selection  of apps like 10, 20,30.Is this implementation really recommended from ServiceNow best practice considering the fact that it would triger additional 10 tasks, SLA's, email notifications., task closures?? 

sECOND WHAT if the requestor has no idea on the access a user has to cmdb apps???How to handle this scenario.

PLEASE let me know your thoughts.

Thanks,
Sajal

[Tanushree Maiti]

Hi XYZ,

In your user case, once the request is approved, it is moving to cmdb team/other team who will remove access from apps. Fulfillment teams knows what they need to do. 

So it's absolutely fine to create multiple tasks based on selection of Yes/no field either from RITM/ SCTASK form as per your requirement. If Business wants you can automate this kind of request instead of doing it manually by Fulfillment team.

Regarding customize your cmdb table , its ServiceNow recommendation to adopt an "out-of-the-box" (OOB) first approach to minimize technical debt, simplify upgrades, and leverage built-in ITIL best practices .