request-management

Request Management for ServiceNow

Request Management handles service requests from catalog items through fulfillment.

Request Hierarchy

Request (sc_request)
    ├── Request Item (sc_req_item) - RITM
    │   ├── Catalog Tasks (sc_task)
    │   └── Variables (sc_item_option_mtom)
    └── Request Item
        └── Catalog Tasks

Key Tables

Table	Purpose
sc_request	Parent request record
sc_req_item	Requested items (RITM)
sc_task	Fulfillment tasks
sc_item_option_mtom	Variable values
sc_cat_item	Catalog item definitions

Request Items (ES5)

Create Request Programmatically

// Create request and RITM (ES5 ONLY!)
function createServiceRequest(catalogItemName, requestedFor, variables) {
  // Get catalog item
  var catItem = new GlideRecord("sc_cat_item")
  if (!catItem.get("name", catalogItemName)) {
    gs.error("Catalog item not found: " + catalogItemName)
    return null
  }

  // Create request
  var request = new GlideRecord("sc_request")
  request.initialize()
  request.setValue("requested_for", requestedFor)
  request.setValue("opened_by", gs.getUserID())
  request.setValue("description", "Request for " + catalogItemName)
  var requestSysId = request.insert()

  // Create RITM
  var ritm = new GlideRecord("sc_req_item")
  ritm.initialize()
  ritm.setValue("request", requestSysId)
  ritm.setValue("cat_item", catItem.getUniqueValue())
  ritm.setValue("requested_for", requestedFor)
  ritm.setValue("quantity", 1)

  var ritmSysId = ritm.insert()

  // Set variables
  if (variables) {
    setRITMVariables(ritmSysId, variables)
  }

  return {
    request: request.getValue("number"),
    ritm: ritm.getValue("number"),
    request_sys_id: requestSysId,
    ritm_sys_id: ritmSysId,
  }
}

function setRITMVariables(ritmSysId, variables) {
  var ritm = new GlideRecord("sc_req_item")
  if (!ritm.get(ritmSysId)) return

  for (var varName in variables) {
    if (variables.hasOwnProperty(varName)) {
      ritm.variables[varName] = variables[varName]
    }
  }
  ritm.update()
}