---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Request Management architecture

# Request Management architecture {#ariaid-title1}

Release version: Australia  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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## Summary of Request Management architecture

Request Management in ServiceNow defines the data model and processing flow for catalog item requests, managing the lifecycle from cart creation to fulfillment.
The process starts from the Service Catalog and is triggered only when a catalog item from theCatalog Item \[sccatitem\]table is requested.
This architecture governs how requests, requested items, and catalog tasks are created and processed.
Show full answer Show less  

## Request Management hierarchy and data model

When a user submits a request for a catalog item, records are generated in a hierarchy involving the following key tables:

* **Request \[screquest\]**
* **Requested Item \[screqitem\]**
* **Catalog Task \[sctask\]**

Variables are associated only with the **Requested Item \[screqitem\]** table and are not supported on its extended tables.

**Important configuration notes:** The data model does not support creating request management objects via record producers. Therefore, record producers should not insert records into the **Request** , **Request Item** , or **Catalog Task** tables or their extensions. Additionally, avoid writing business rules with "before" triggers on the **Request** , **Request Item** , **Cart** , and **Cart Item** tables to maintain system integrity.

## Request management process

There are three main scenarios for submitting catalog item requests:

* **Ordering a catalog item directly without adding to the cart:**
  * A temporary cart (**sccart**) is created.
  * The catalog item and its variables are added to the temporary cart as records in the **Cart Item \[sccartitem\]** table.
  * Variables are stored in **Options \[scitemoption\]** and **Variable Ownership \[scitemoptionmtom\]** tables.
  * The temporary cart is checked out, initializing but not immediately committing records in **Request \[screquest\]** and **Requested Item \[screqitem\]** tables.
  * Records are linked, updated, and then committed to the database in the correct order to maintain data integrity.
* **Submitting a request after adding items to the cart:**
  * The default cart is checked out.
  * The same checkout process occurs as with direct ordering, but steps for initializing and committing records are repeated for each item in the cart.
* **Submitting a request using an order guide:**
  * For a two-step order guide checkout, a temporary cart is used for all items.
  * For a three-step order guide checkout, the default cart is used.
  * The process follows the same steps as ordering directly without adding to the cart.

## Practical implications for ServiceNow customers

* This architecture ensures consistent and reliable handling of catalog item requests, whether ordered singly, via carts, or through order guides.
* Understanding the underlying tables and process flow helps in troubleshooting, customizing, and extending request management functionality without disrupting core processes.
* Adhering to configuration best practices---such as avoiding record producers for request object creation and restricting certain business rule triggers---preserves system stability.
* Customers can expect a streamlined request fulfillment flow that properly manages variables and maintains data consistency across related tables.  
Request Management defines the data model and processing flow for catalog item requests, from cart creation through record
fulfillment.

## Request Management hierarchy {#request-management-architecture__section_ctw_bbb_sgb}

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.  
Note:  
Variables are associated only with the Requested Item \[sc_req_item\] table. Variables are not supported for extended tables.  
Figure 1. Request Management hierarchy  
Note:  
When you configure Request Management:

* 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 \[sc_task\]
  {#request-management-architecture__ul_rfm_wdb_sgb}
* Do not write business rules with the `before` trigger for the following tables:
  * Request \[sc_request\]
  * Request Item \[sc_req_item\]
  * Cart \[sc_cart\]
  * Cart Item \[sc_cart_item\]
  {#request-management-architecture__ul_mmy_pdb_sgb}
{#request-management-architecture__ul_jg2_pdb_sgb}

## Request management process {#request-management-architecture__section_wxz_tcb_sgb}

Catalog item is ordered directly without adding it to the cart{#request-management-architecture__cat-item-direct}
:   When a catalog item is ordered or requested directly without adding it to the cart, the
    following steps are performed:

    1. A temporary cart, sc_cart, is created.
    2. 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.
    3. The variables are saved in the Options \[sc_item_option\] and Variable Ownership \[sc_item_option_mtom\] tables.
    4. The temporary cart is checked out by performing these steps.
       1. A record in the Request \[sc_request\] table is initialized but not committed in the database.
       2. A record in Request Item \[sc_req_item\] table is initialized but not committed in the database.
       3. The request reference for the Request Item \[sc_req_item\] table record is updated with the Request \[sc_request\] table record.
       4. 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.
       5. The Request Item \[sc_req_item\] table record is committed in the database.
       6. The Request \[sc_request\] table record is committed in the database.
       {#request-management-architecture__ol_dt4_2db_sgb}
    {#request-management-architecture__ol_n3k_zcb_sgb}

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.

Note:  
The base system workflow attached to the request is demo data.
**Related tasks**   

* [Create a catalog request in Agent Workspace](https://www.servicenow.com/docs/yf4FROMWTHOxKG2hXvJCZg "You can create a catalog request in Agent Workspace to join the Service Catalog flow from a different flow. For example, from an incident flow, you can create a request, and associate the request with the incident. It helps you in tracking the requests associated with an incident and vice versa.")
* [Create a request from Universal Request](https://www.servicenow.com/docs/ug86li2mDax1c31Ud2qadg "As a routing agent, create a request from a universal request and then assign it to the appropriate assignment group. The request manager handles the requested items and takes further actions to fulfill the request.")