Catalog Task Child/Parent Related List

[michaellshively]

Hello,

I am looking for a way to have a Parent/Child relationship on a Catalog Task which is associated with my RITMs. I looked around "Configure Related Lists" on the Task form but I was not able to find anything that would help here. Am I overlooking something or do I need a new module to make this happen?

Thanks again!

M

[Brad Tilton]

Hi Michael,

I'd like to understand your requirement a little more as the current RITM --> Task relationship is one to many, so there can be multiple tasks related to one item but only one item related to a task. You'd have to build another M2M table to get a many to many relationship between item and task.

What's your use case where you need one task to be related to many items?

Edit: It's possible I read your question too quickly and you're just looking for the relationship, which happens through the request_item field on the task. So on the task you'd have the field and on the item you'd have the list.

[michaellshively]

We are moving from a non-ITIL ticketing system (Everything was an Incident) to SNow where we have both Incidents and Requests. Some of our teams would like to be able to create a Parent/Child relationship between TASK records.

Example:

We have 2 Requests, each with it's own RITM, each of these RITMs has its own TASK.

They are asking for a way to link the 2 tasks even though they belong to their own RITMs.

So just like we have a Parent/Child relationship on Incident, they want a relationship on TASKS.

M

[Steven Young]

not sure you want to do that Michael.

you have a top level     Request

which is the container for multiple RITM's

and each RITM can have it's own or multiple TASKs.

why do you want to link them?

I mean, i guess it's possible if you truely need to.   you can add a new field and title it something like "related ticket"     and do and link them that way.   but after using the service catalog for years,   you dont want 2 individual tasks linked together.

You are able to edit the workflow and create as many tasks as needed to complete one workflow.   (RITM)   you dont want different RITM-tasks for the same workflow.   that would get confusing.

[michaellshively]

Thank you for this feedback! I personally do not think we need this relationship. I think we need training on INC vs REQ.

I will post a use case here if the business can produce one for me.

Thanks again!

M