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Request Architecture: REQ, RITM and SCTASK

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In this lesson, you will learn:

  • The three records behind an order
  • Where the order details are kept
  • Who works on each record
  • How the states move together

🔁 Quick look back: Last time: Scoping the SNWR Service Catalog. You learned how Lucas turned 40 kinds of emailed requests into 12 go-live items, knowledge links and one record producer.

1 “Which number do I look at?”

Sam orders a monitor. Three numbers appear.

  • Sam sees REQ0010020 in Employee Center.
  • Abel is asked about RITM0010021.
  • Desktop Support works on SCTASK0010022.

🎯 The problem: If the team doesn’t know which record holds what, they update the wrong one.

👉 The fix: learn the three levels, and what each one is for.

2 The three levels

Key term: Request (REQ)

The whole order, like a shopping cart. Table: sc_request.

Key term: Requested item (RITM)

One item in the order, with its answers. Table: sc_req_item.

Key term: Catalog task (SCTASK)

One piece of work to deliver the item. Table: sc_task.

Sam's monitor order in three levels. REQ0010020 is the whole order, which Sam tracks. RITM0010021 is the monitor, with the answers Sam gave, like size 27 inches; approvals run here. SCTASK0010022 is the work for SNWR Desktop Support: deliver and set up the monitor.
Figure 1. One order. One item. One task.

3 Who works on what

Record Who uses it
REQ Sam, to see his whole order
RITM Lucas and approvers, like Beth; the answers live here
SCTASK SNWR Desktop Support, to do the work

📝 Note: When all tasks close, the RITM closes. When all RITMs close, the REQ closes. A flow usually does this for you.

💡 Good to know: Need a refresher? See Fundamentals › Service Catalog › Request Fulfillment (REQ, RITM, Task).

4 Quick recap

  • REQ is the whole order
  • RITM is one item, with the requester’s answers
  • SCTASK is one piece of work
  • Approvals usually run on the RITM
  • Closing tasks closes the RITM, then the REQ

5 Check yourself

Think of your answer first. Then tap to check.

1 Where are Sam’s answers, like monitor size, kept? Show answer

On the requested item, RITM0010021.

2 Which record does Desktop Support work on? Show answer

The catalog task, SCTASK0010022.

3 Sam orders a monitor and a keyboard together. How many REQs? Show answer

One REQ, with two RITMs.

4 When does the REQ close? Show answer

When all its RITMs close.

Nice work! You know the three levels of a request. 🎉
Next up: Catalog Taxonomy for SNWR

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