what is the relation between Request, Request Item and Task .When a Task and a request item gets created automatically ? Please provide all possible cases ?

Kristina2 · ‎04-08-2016

JusCuz · ‎04-08-2016

When a user orders from the catalog, they add all the items to their cart. say they are ordering a phone, a pc, and a monitor at the same time. These items are added to the cart. They submit this request containing these three items and a request is generated.

The request is the top level record for this order, it is the container the requested items are included under. The items ordered are the requested items.

The catalog tasks are under each requested item and are what are assigned to fulfillers to complete any work needed to get the requestor the items they have requested.

Once the task for the requested item is completed and closed, the requested item record can be closed. The request will be considered closed when all requested items are closed out.

Here's a link on the wiki to start with for learning about this process: Service Catalog Management - ServiceNow Wiki

Kristina2 · ‎04-08-2016

Thanks Jason

I appreciate that .

Ken_Michelson · ‎04-08-2016

Sree,

That is a pretty loaded question. I highly suggest you read the wiki on Service Catalog. Task is a base table. It would be more correct to ask about Catalog Tasks. The basic relationship is that a Request can contain one or more Request Items, and a Request Item may or may not have Catalog Tasks. You can't have a request without request items if you are using Service Catalog correctly. Catalog Tasks would only get automatically created when you have a workflow or rule that creates them.

http://wiki.servicenow.com/index.php?title=ITIL_Service_Catalog_Management#gsc.tab=0

Once you really get into the details you will learn about Carts and Cart Items, and the fact that technical Request Items get generated by the system before the Request itself.

-Ken Michelson

Kristina2 · ‎04-08-2016

Hi Ken

Thank You . THat was helpful.