Understanding Catalog-Related Stories in ServiceNow
How Service Requests Actually Work Behind the Portal Most beginners in ServiceNow think: User submits request → Ticket created → Done But in real implementation, a catalog request creates multiple records, workflows, and approvals automatically. Understanding this structure is critical for developers, admins, and support teams. What Happens When a User Submits a Catalog Item 4 When a user submits a catalog item (example: Laptop Request), ServiceNow does NOT create just one ticket. It creates a hierarchy: Level Record Purpose 1 REQ (Request) Parent request container 2 RITM (Requested Item) Specific item requested 3 SCTASK (Catalog Task) Work assigned to teams So one request can generate multiple tasks automatically. The Record Relationship (Very Important Concept) Think of it like an order in an e-commerce site: Order → Product → Delivery Tasks In ServiceNow: REQ → RITM → SCTASK This structure allows multiple teams to work independently while the user sees one request. Example Scenario ...