Difference between the REQ, RITM, SCTASK, TASK? Need to know the Flow of these creations. Decribe briefly about the relationships between them? Which one is parent table and which one is the child table? Any kind of help will be appreciable

[SrinivasPkl]

Difference between the REQ, RITM, SCTASK, TASK?

Need to know the Flow of these creations. Decribe briefly about the relationships between them?

Which one is parent table and which one is the child table?

Any kind of help will be appreciable

[Ilya Rivkin]

Thank you for the info.

Can a RITM work resolve the issue or it has to have some task linked to it for fulfillment?

If it's a simple flow can a RITM manage and close the request?

[Mehernosh Amrol]

RITM (Requested Item) should be used to request something new the user does not have, such as access to an application, new hardware, etc.

 SCTasks (Service Catalog Tasks), Tasks to complete the Request, can be assigned to different groups, and be in parallel or sequential.  That is based on your workflow design.

Documentation:  https://docs.servicenow.com/bundle/paris-it-service-management/page/product/planning-and-policy/concept/request-management-architecture.html 

INC (Incident) should be used to report an error in application/process, i.e. Unable to print, Laptop crashing, etc.

The respective resolving team would work with the end-user to resolve the issue and ensure satisfaction.

I do hope this helps answer your question.

Best Regards,

Mehernosh.

[Kristin J]

I basically have this question also. We have a lot of simple workflows but all our RITMs have at least one SCTASK generated with them. 

Example: 

RITM: Software X

SCTASK: Install Software X

Our agents don't like that :-)...they would rather work directly out of the RITM like they do with Incident. But as a practice our team decided that it was best to be in the habit of working from SCTASK so that multi-step RITMs were handled consistently.

That being said, I've never felt fully clear on whether that was the right way to go, and would love to see some examples from others on how they manage RITM/SCTASK.

Kristin

[Mehernosh Amrol]

Hi Kristin,  

If I'm reading the Docs correctly, Request Management architecture, the Request Item has to have at least one task.

My recommendation would be to have the development team include the RITM information (description and related fields) captured on the SCTASK as the work is done in the SCTASK.

I hope this helps.

🙂

[Kristin J]

Thank you for the reply! 🙂  We do have that information passed down to the task, but we do not have a "talk to customer" option within the task, and that is often what they miss. They don't like to bounce back to the RITM to have access to communication methods. 

If all of our workflows were just one task, then we could more easily add that type of functionality, but knowing that there are multiple tasks assigned to different groups sometimes, that could be confusing for the customer if they're seeing updates directly from tasks.

Thank you also for the reference to the Request architecture...I'm going to look through that more closely!