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Request Fulfillment (REQ, RITM, Task)

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In this lesson, you will learn:

  • What happens after someone clicks Order
  • The difference between a request (REQ), a requested item (RITM), and a catalog task (SCTASK)
  • How they link together

1 After “Order Now”

Sam orders a monitor and a keyboard in one go. Behind the scenes, ServiceNow creates three kinds of records. It’s just like an online shop: one order, with items in it, and jobs for the warehouse. 📦

2 REQ, RITM, and SCTASK

The records created when Sam orders a monitor and a keyboard. At the top, one Request, REQ0010005, the whole order. Below it, two Requested Items: RITM0010011 for the monitor and RITM0010012 for the keyboard. Each requested item has its own catalog tasks: the monitor has SCTASK0010021 Pick monitor from stock, and SCTASK0010022 Deliver to desk; the keyboard has SCTASK0010023 Ship keyboard.
Figure 1. One request, one requested item per thing ordered, and tasks for the work.
Record Prefix Table What it is
Request REQ sc_request The whole order, like a shopping cart
Requested Item RITM sc_req_item One thing that was ordered
Catalog Task SCTASK sc_task One job someone must do to deliver it

⭐ Remember: REQ = the order. RITM = each item. SCTASK = each job.

3 How fulfillment works

  1. Sam orders. ServiceNow creates one REQ and one RITM per item.
  2. The item’s flow starts on each RITM (Chapter 28).
  3. The flow may ask for an approval, like from Sam’s manager (Lesson 19.3).
  4. The flow creates SCTASKs for the teams who do the work.
  5. When all tasks are done, the RITM closes. When all RITMs close, the REQ closes. ✅

📝 Note: The answers to the variables (Lesson 26.3) are stored on the RITM. Fulfillers see them on the RITM and its tasks.

💡 Good to know: All three are tasks (Lesson 19.1), so they have assignment groups, states, and work notes.

4 Let’s try it: follow an order

  1. Order an item from the catalog, like a standard laptop.
  2. Open Service Catalog > Open Records > Requests and find your REQ.
  3. Open it. Find the Requested Items related list, and open the RITM.
  4. On the RITM, find the variable answers and the Catalog Tasks related list.

5 Quick recap

  • REQ (sc_request) = the whole order
  • RITM (sc_req_item) = one per item ordered
  • SCTASK (sc_task) = jobs to deliver it
  • A flow on each RITM handles approvals and tasks
  • Variable answers live on the RITM

6 Check yourself

Think of your answer first. Then tap to check.

1 Sam orders 3 different items at once. How many REQs and RITMs are created? Show answer

One REQ and three RITMs.

2 Where are the answers to the order form’s questions stored? Show answer

On the RITM (requested item).

3 What does SCTASK stand for? Show answer

Service Catalog task, a job someone must do to deliver the item.

Nice work! You finished this lesson. 🎉

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