Use only RITM and SCTask tables

[Yassine6]

Hello,

OOTB three tables are used for Request module: REQ, RITM and SCTask.

We would like to simplify that, because we don't need multiple RITM in a same REQ, so I want to suggest to use RITM and SCTask tables only.

Is my approach good? Do you have any advice?

Thanks in advance,

Dr Yassine

[Ankur Bawiskar]

Hi,

the catalog process requires REQ -> RITM -> SC Task

Why do you wish to break the framework by not using REQ?

Whenever user submits a request it creates a REQ and within it there is a RITM.

The catalog tasks indicates what work will be performed and by whom under that RITM to fulfill the request.

Regards
Ankur

[Yassine6]

Hi Ankur,

I'm honored you answered

Indeed, it creates a layer of complexity in multiple subjects:

• SLAs,
• Reporting,
• End users see REQ numbers, but agents work on SCTasks and RITM levels.
• Approvals in RITM are sent with RITM number, whereas the ticket number sent to the end user is REQ
• etc.

I don't see any advantage to keep Req layer (except staying OOTB).

Thanks!

[SumanthDosapati]

Hi,

If you come out of your case, there might be cases where multiple catalog items are ordered at a time. For suppose user adds two different catalog items into cart and submit at once. In that case REQ will be the parent and for each catalog item there will be one RITM as a child to the REQ. So you cannot break that functionality.
Hope that makes sense to your query.

Mark as correct and helpful if it solved your query.

Regards,
Sumanth

[Yassine6]

Thanks Sumanth,

We didn't design such a behavior. Each item can only be ordered separately.

We will not break the REQ link with RITM, just ignoring it.