Lesson 04
To create a Request Item (RITM) and Catalog Task in ServiceNow, you typically start by submitting a catalog item, which automatically generates the RITM and associated catalog tasks. These tasks are created based on the workflow associated with the catalog item. You can also create these records through scripting or using the Service API.
Here’s a breakdown of the process:
1. Submitting a Catalog Item:
- Navigate to the Service Catalog.
- Find and select the desired catalog item.
- Fill out the required information and variables on the catalog item form.
- Click “Submit”.
2. Automatic RITM and Task Creation:
- Upon submission, a Request (REQ) record is created, and a Request Item (RITM) record is generated based on the catalog item.
- The workflow associated with the catalog item is then triggered, which typically includes activities to create one or more Catalog Tasks (sc_task records).
- These tasks are assigned to relevant assignment groups based on the workflow logic.
3. Creating RITM and Catalog Tasks via Script:
- You can also create these records using scripts, either within a workflow or through other scripting methods (e.g., business rules, UI actions).
- For example, you can use GlideRecord to create a new RITM and then create associated Catalog Tasks.
- When creating tasks via script, ensure you set the necessary fields (e.g., request item, short description, assignment group, etc.).
4. Using the Service API:
- The ServiceNow Service Catalog API allows you to programmatically create RITMs and associated tasks.
- You can use the API to submit a catalog item, which will trigger the workflow and create the records.
Key Considerations:
-
Workflow:The workflow associated with the catalog item is crucial for defining the RITM and Catalog Task creation process.
-
Assignment:Ensure that tasks are assigned to the correct groups based on your workflow and business needs.
-
Variables:Catalog items can have variables that are passed to the RITM and Catalog Tasks.
-
Order Guides:Order guides allow you to order multiple catalog items on a single form, creating multiple RITMs and tasks.