How does request item approvals affect the parent request?

[IssacR]

I'm currently working with the HAM module in our sub production instance. I've created a hardware catalog item and a copy of the "Standard Hardware Asset Request" flow that comes with HAM, only changing who the approvers are. When I submit a request for this item, it requests approval as intended and sets the RITM stage from Waiting approval to Fulfillment when approved however the parent request approval field is still at "Not yet requested". Because of this, the request is not approved and will not create a sourcing task to continue with the flow. 

Any help or explanation as to how RITM approvals affect REQ state/stage would be great as well as best practice for approvals on RITM's.

[Mark Manders]

That needs to be configured. It doesn't magically update when the RITM is updated.

[IssacR]

@Mark Manders Do you have a recommended way of configuring this?

[GlideFather]

Hi @IssacR,

the relationship between REQ and RITM is synchronised. REQ is a parent, RITM is a child - those two are always created, it can have multiple RITMs but 1 is minimum and it can abut doesn't have to create SCTASK (0 to more).

It would be a bit different if you have a REQ with just one RITM, and for a REQ that has more than one RITMs...

Each of the Catalog Items (that is what creates the REQs/RITMs) can have a different behaviour defined in a workflow or a flow, some RITMs are auto-approved, some need 3 levels of approvals, it really depends on the configurations...

• State is a detail which is more technical and related to the process - Open, Closed Complete, Incomplete, WIP, etc.
• Stage is more a more of process detail - Fulfillment, Pending Approval, etc.

These values are synced between REQ and RITMs but as I said, it will be different for REQ with 1 RITM and with 1+ RITMs.

Simple example:
REQ001 has only RITM001 - when RITM is in state Pending Approval and stage Waiting for Approval, the REQ is in Open state. When the RITM is closed complete, the REQ will reflect the same value (same of incomplete, cancelled, rejected, etc.)

REQ002 has RITM002 and RITM003 - RITM002 is Closed Complete but RITM003 is Pending Approval, so the REQ002 remains in Open state, once the RITM002 is Closed, then it will reflect the state on the REQ level...

It is like a pyramid where REQ is in the top while RITM in the foundation.

Or better - imagine the REQ as an order from an eshop - you just ordered a keyboard, a laptop, and a mouse pad. You will receive an order number to track it, that would be the REQ because it contains all 3 items you purchased, each of the items have different RITM (one RITM for keyboard, one RITM for laptop and one RITM for a mousepad) - then somebody needs to take the products from a warehouse and deliver it to the place where it will be packed and shipped to the customer.

Each item is in different location that s why it has unique RITM, but they all belong to one single order (REQ). While you can have prepared 2 of 3 items (these 2 RITMs are Closed Complete but the order is not finished) you still wait for the last third item, so the REQ is Open until this is handled).

Let me know if this brought you some light in understanding it or if you have any other questions.

[GlideFather]

@IssacR 

I also found these official documentation:
State closure in the request fulfillment execution pla
https://www.servicenow.com/docs/bundle/yokohama-servicenow-platform/page/product/service-catalog-man...

State closure in the request fulfillment execution plan 

https://www.servicenow.com/docs/bundle/yokohama-servicenow-platform/page/product/service-catalog-man...