Hello @ShivaPrasaG9386
Hi,
In ServiceNow, Request and Requested Item are separate by design.
A Request is the overall order or cart submitted by the user. A Requested Item is the individual catalog item inside that request.
Example:
If a user orders a laptop, mouse, and software access in one submission:
REQ = Overall request/order
RITM 1 = Laptop request
RITM 2 = Mouse request
RITM 3 = Software access request
Each RITM can have its own variables, approvals, fulfillment flow, SLA, assignment group, and catalog tasks. That is why ServiceNow separates them.
Catalog Tasks are then created under the RITM for fulfillment teams. For example, one laptop RITM may have tasks for procurement, imaging, delivery, and asset assignment.
Technically, you could try to customize everything into one record, but it is not recommended because it would break the OOTB request model, reporting, approvals, fulfillment flows, catalog tasks, variable handling, and future upgrade compatibility.
The better approach is not to remove REQ/RITM, but to simplify the user and support experience. For example:
Show users only the Request status in the portal
Let fulfillers mainly work from RITM or Catalog Task
Build reports/dashboards that combine REQ, RITM, and SCTASK data
Use clear naming and related lists
Avoid unnecessary custom fields duplicated across all three levels
So, we should not replace Request and Requested Item with one record. They serve different purposes. Instead, improve the process visibility and reporting so it becomes easier to maintain and track.
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Thank you!
TejaswiniY
