Request Management architecture
Summarize
Summary of Request Management architecture
Request Management in ServiceNow defines the data structure and processing flow for catalog item requests, covering the entire lifecycle from cart creation to fulfillment. The process starts when a user requests a catalog item from theCatalog Item [sccatitem]table, triggering a series of records to be generated in a defined hierarchy.
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The Request Management data model is designed specifically for catalog item requests and does not support record producers for creating request-related records. It is important to avoid using record producers or before-trigger business rules on key tables involved in request management to ensure process integrity.
Request Management hierarchy and data model
- Service Catalog initiates the process.
- Key tables involved include Request [screquest], Request Item [screqitem], and Catalog Task [sctask].
- Variables entered by users are associated only with the Requested Item [screqitem] table; variables do not apply to extended tables.
- Record producers should not be used to insert records into request management tables or their extensions.
- Business rules with before triggers should not be written on Request, Request Item, Cart, or Cart Item tables.
Request management process flow
Ordering a catalog item directly without adding to cart
- A temporary cart (sccart) is created.
- The catalog item and user-entered variables are added as records in Cart Item [sccartitem], with variable data stored in Options [scitemoption] and Variable Ownership [scitemoptionmtom] tables.
- During checkout, request records in Request [screquest] and Request Item [screqitem] tables are initialized and linked but not initially committed.
- Variable records are updated to associate with the Request Item record.
- Finally, the Request Item and Request records are committed to the database, completing the request submission.
Request submission after adding items to the cart
- When submitting the cart via checkout, the default cart is processed.
- The checkout steps mirror the direct order process but are repeated for each catalog item in the cart.
Request submission using order guides
- For two-step order guide checkout, a temporary cart is used.
- For three-step order guide checkout, the default cart is used.
- All other processing steps align with the direct order scenario.
Practical considerations for ServiceNow customers
- Do not use record producers to create request-related records; instead, rely on standard catalog item request processes.
- Avoid before-trigger business rules on core request management tables to prevent conflicts with out-of-the-box workflows.
- Understanding the cart and request item linkage helps in customizing fulfillment workflows or integrations.
- The base workflow attached to requests is demo data and should be customized based on your organization’s needs.
Request Management defines the data model and processing flow for catalog item requests, from cart creation through record fulfillment.
Request Management hierarchy
Service Catalog is the starting point of the request management process. The request management process is triggered only when a catalog item from the Catalog Item [sc_cat_item] table is requested.
When a user submits a request for a catalog item, records are generated in the following hierarchy.
- The data model does not support a record producer generating request management objects such as request, request item, and catalog task. Therefore, do not use a record producer to insert records in the following
request management tables or their extensions:
- Request [sc_request]
- Request Item [sc_req_item]
- Catalog Task [sc_task]
- Do not write business rules with the
beforetrigger for the following tables:- Request [sc_request]
- Request Item [sc_req_item]
- Cart [sc_cart]
- Cart Item [sc_cart_item]
Request management process
- Catalog item is ordered directly without adding it to the cart
- When a catalog item is ordered or requested directly without adding it to the cart, the
following steps are performed:
- A temporary cart, sc_cart, is created.
- The catalog item along with the variables (values entered by the user) is added to the temporary cart as a record in the Cart Item [sc_cart_item] table.
- The variables are saved in the Options [sc_item_option] and Variable Ownership [sc_item_option_mtom] tables.
- The temporary cart is checked out by performing these steps.
- A record in the Request [sc_request] table is initialized but not committed in the database.
- A record in Request Item [sc_req_item] table is initialized but not committed in the database.
- The request reference for the Request Item [sc_req_item] table record is updated with the Request [sc_request] table record.
- The variables record in the Options [sc_item_option] and Variable Ownership [sc_item_option_mtom] tables are updated based on the Request Item [sc_req_item] table record.
- The Request Item [sc_req_item] table record is committed in the database.
- The Request [sc_request] table record is committed in the database.
- Request is submitted after adding the item to the cart
- If a catalog item is added to the cart and the request is submitted using the checkout process, the default cart is checked out.
All steps mentioned in the preceding scenario, Catalog item is ordered directly without adding it to the cart, are applicable. However, if multiple catalog items are added to the cart, step 2 through step 4 of the checkout process are repeated for each item.
- Request is submitted using an order guide
- For a two-step order guide checkout, the temporary cart is used for all items. For a
three-step order guide checkout, the default cart is used for the items.
All steps mentioned in the preceding scenario, Catalog item is ordered directly without adding it to the cart, are applicable.