RITM without Task - Is it a good practice

[dvelloriy]

Hi all,

I need your feedback here. We have done some automation at our side to run a nightly scheduled job which will check inactive users and automatically remove their group memberships and roles.

as part of this automation process, we are also creating a generic Request/RITM/task in case of any audits and better tracking.

Now there is an argument as to why tasks are being created and assigned to Dummy automation user and group?

Is it best practice to not create tasks for such automations and leave the RITM orphan.

Reporting and auditing can be done on RITM's as well.

Please share your thoughts here. Looking for best practices.

[SatyakiBose]

Hello @dvelloriy 

Talking about ITIL best practices, there are multiple ways you can approach this requirement.

But talking about tasks, I don't this thats required, if the RITM has all the details and the variables correctly filled in.

However, am assuming you are having a workflow which is running in the background, and also approvals to deacticate the user.

Just a simple RITM with all relevant fields, and an approval activity should do the magic. Instead of automating the entire activity, it always good to have atleast one eye.

I have also seen customers who has achieved a similar activity with the help of change management.

You can have a scheduled job, and then a worlflow which triggers a normal or standard change should be a good option as well.

[Chetan Mahajan]

Hi @dvelloriy ,

Best practice for creating tasks as part of an automation process in ServiceNow would depend on the specific requirements and objectives of the automation process.

If tasks are being created as part of an automation process for tracking purposes, it is common to assign the tasks to a specific group or user, such as a "Dummy Automation User." This allows for a clear distinction between tasks created manually by a human user and tasks created automatically by the system, making it easier to track and manage these tasks.

However, it is important to consider the security implications of assigning tasks to a dummy user or group, as these tasks may contain sensitive information that should only be accessible by authorized users. It may be necessary to restrict access to these tasks or implement other security measures to ensure that the information is protected.

Ultimately, the best practice will depend on the specific requirements and objectives of the automation process, as well as the security and compliance requirements of the organization.

Kindly mark correct and helpful if applicable