Generic Request
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10-06-2017 12:55 PM
Hi All,
I am curious if anyone out there is using the request module, REQ, RITM, SCTASK for end users or fulfillers to submit tickets. ie anything that is not broken or a HOW TO question? Or do you have all tickets from end user and fulfillers as Incidents?
Thanks
Dennis
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10-06-2017 01:14 PM
Hi Dennis,
The best practice is to have requests, requested items, and catalog tasks be handled through the Service Catalog. They are fulfilled by fulfillment team. E.g. order a laptop, upgrade a phone, etc.
Incidents are more transactional break/fix work.
Let me know if you have any additional questions/issues.
FWIW, you might find a wider audience for this type of question in the IT Service Management space in the future.
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10-09-2017 07:40 AM
HI Chuck
Thanks, we have configured a generic request form that inherits the request and catalog workflows. OOB I see that ServiceNow has what they appear to be a request (how can we help) tied to the incident workflow.
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10-09-2017 07:42 AM
Chuck do you have any request forms end users would submit (like for anything that is not break fix or a How To) using the request and catalog workflows?
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10-09-2017 07:46 AM
Hi Dennis,
I'm not entirely sure I understand the outcome/objective here. Can you give a use case/example?
