Should RITM be assigned to a group?

[saket-jp]

Hi,

In request management, when request item (RITM) are created on the back of request, should RITM be assigned to a group? If so, what purpose it serves? My thinking is , request tasks should be assigned to relevant teams, which are actioned by them.

please provide clarity.

Thanks

Saket

[Uncle Rob]

I've seen good examples of both yes and no.
In many cases you're right:  Each team has their own tasks within the RITM paradigm, and the process drives itself.
However, in some cases the RITM is assigned to whatever team may be responsible for the whole process.

In my first ServiceNow project, we built a massive onboarding, move, and termination process.  There were so many subtasks that an onboarding/term team was assigned RITMs so they could have visibility to everything, and crack down on sub-task teams that weren't delivering fast enough.

Sorry to say it, but "it depends"  🙂

[Chris150]

Hi Saket,

Are you talking about facilities management requests or catalog requested items?

If it is facilities requests, it depends on your use case.  I have had the facilities request get assigned to the main facilities team and it would have related facilities tasks that are assigned to other teams that need to do work related to the request.  

I have also had it where we only used the facilities request for any and all work.

There isn't really a 100% right way to do it based on your ask.  It really depends on what you're trying to solve for.

[johansec]

I think Robert Fedoruk couldnt have said it better. I also think you are on the right track.

We only assign sc_tasks to teams and not ritms.

I can also see why servicenow did this though. 

1. Many tables extend the task table in service now (including sc_req_item). Assignment group is a field that will come with this inheritance.

2. It makes it more flexible for user to implement solutions that work for them. 

3. There is really no downside. If it wont be used a you can always just hide the field.