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() }

Query Request Items

// Get user's open requests (ES5 ONLY!) function getUserRequests(userSysId, includeCompleted) { var requests = []

var ritm = new GlideRecord("sc_req_item") ritm.addQuery("requested_for", userSysId)

if (!includeCompleted) { ritm.addQuery("state", "!=", "3") // Not Closed Complete ritm.addQuery("state", "!=", "4") // Not Closed Incomplete }

ritm.orderByDesc("sys_created_on") ritm.query()

while (ritm.next()) { requests.push({ sys_id: ritm.getUniqueValue(), number: ritm.getValue("number"), short_description: ritm.getValue("short_description"), cat_item: ritm.cat_item.getDisplayValue(), state: ritm.state.getDisplayValue(), stage: ritm.stage.getDisplayValue(), opened_at: ritm.getValue("sys_created_on"), due_date: ritm.getValue("due_date"), }) }

return requests }

Fulfillment Tasks (ES5)

Create Catalog Tasks

// Create fulfillment tasks for RITM (ES5 ONLY!) function createFulfillmentTasks(ritmSysId, taskDefinitions) { var ritm = new GlideRecord("sc_req_item") if (!ritm.get(ritmSysId)) { return [] }

var createdTasks = []

for (var i = 0; i < taskDefinitions.length; i++) { var taskDef = taskDefinitions[i]

var task = new GlideRecord("sc_task")
task.initialize()
task.setValue("request_item", ritmSysId)
task.setValue("request", ritm.getValue("request"))
task.setValue("short_description", taskDef.description)
task.setValue("assignment_group", taskDef.assignmentGroup)
task.setValue("order", (i + 1) * 100)

// Calculate due date if specified
if (taskDef.daysToComplete) {
  var dueDate = new GlideDateTime()
  dueDate.addDaysLocalTime(taskDef.daysToComplete)
  task.setValue("due_date", dueDate)
}

var taskSysId = task.insert()
createdTasks.push({
  sys_id: taskSysId,
  number: task.getValue("number"),
})

}

return createdTasks }

// Example usage var tasks = createFulfillmentTasks(ritmSysId, [ { description: "Verify request details", assignmentGroup: "Service Desk", daysToComplete: 1 }, { description: "Provision access", assignmentGroup: "IAM Team", daysToComplete: 2 }, { description: "Notify user", assignmentGroup: "Service Desk", daysToComplete: 1 }, ])

Auto-close RITM on Task Completion

// Business Rule: after, update, sc_task (ES5 ONLY!) ;(function executeRule(current, previous) { // Check if task was just closed if (current.state.changesTo("3") || current.state.changesTo("4")) { checkAndCloseRITM(current.getValue("request_item")) } })(current, previous)

function checkAndCloseRITM(ritmSysId) { // Check if all tasks are complete var openTasks = new GlideAggregate("sc_task") openTasks.addQuery("request_item", ritmSysId) openTasks.addQuery("state", "NOT IN", "3,4,7") // Not closed or cancelled openTasks.addAggregate("COUNT") openTasks.query()

if (openTasks.next()) { var count = parseInt(openTasks.getAggregate("COUNT"), 10) if (count === 0) { // All tasks complete, close RITM var ritm = new GlideRecord("sc_req_item") if (ritm.get(ritmSysId)) { ritm.state = 3 // Closed Complete ritm.update() } } } }

Variable Management (ES5)

Access RITM Variables

// Get variable values from RITM (ES5 ONLY!) function getRITMVariables(ritmSysId) { var variables = {}

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

// Get all variable values var varValue = new GlideRecord("sc_item_option_mtom") varValue.addQuery("request_item", ritmSysId) varValue.query()

while (varValue.next()) { var varName = varValue.sc_item_option.item_option_new.name.toString() var value = varValue.getValue("sc_item_option")

// Get display value for reference fields
var varDef = varValue.sc_item_option.item_option_new.getRefRecord()
if (varDef.getValue("type") === "8") {
  // Reference
  var refRecord = new GlideRecord(varDef.getValue("reference"))
  if (refRecord.get(value)) {
    variables[varName] = {
      value: value,
      display_value: refRecord.getDisplayValue(),
    }
  }
} else {
  variables[varName] = {
    value: value,
    display_value: varValue.sc_item_option.getDisplayValue(),
  }
}

}

return variables }

Validate Variables

// Validate RITM variables (ES5 ONLY!) function validateRITMVariables(ritmSysId) { var errors = []

var ritm = new GlideRecord("sc_req_item") if (!ritm.get(ritmSysId)) { return ["RITM not found"] }

// Get catalog item variable definitions var catItem = ritm.cat_item.getRefRecord()

var varDef = new GlideRecord("item_option_new") varDef.addQuery("cat_item", catItem.getUniqueValue()) varDef.addQuery("mandatory", true) varDef.query()

while (varDef.next()) { var varName = varDef.getValue("name") var varValue = ritm.variables[varName]

if (!varValue || varValue.toString() === "") {
  errors.push("Missing required variable: " + varDef.getValue("question_text"))
}

}

return errors }

Request Approvals (ES5)

Check Approval Status

// Get approval status for request (ES5 ONLY!) function getRequestApprovalStatus(requestSysId) { var approvals = []

var approval = new GlideRecord("sysapproval_approver") approval.addQuery("sysapproval", requestSysId) approval.query()

while (approval.next()) { approvals.push({ approver: approval.approver.getDisplayValue(), state: approval.state.getDisplayValue(), comments: approval.getValue("comments"), sys_updated_on: approval.getValue("sys_updated_on"), }) }

// Determine overall status var pending = 0 var approved = 0 var rejected = 0

for (var i = 0; i < approvals.length; i++) { var state = approvals[i].state if (state === "Requested") pending++ else if (state === "Approved") approved++ else if (state === "Rejected") rejected++ }

return { approvals: approvals, summary: { pending: pending, approved: approved, rejected: rejected, overall: rejected > 0 ? "Rejected" : pending > 0 ? "Pending" : "Approved", }, } }

MCP Tool Integration

Available Tools

Tool Purpose

snow_query_table

Query requests and RITMs

snow_find_artifact

Find catalog items

snow_execute_script_with_output

Test request scripts

snow_create_catalog_item

Create catalog items

Example Workflow

// 1. Query open requests await snow_query_table({ table: "sc_req_item", query: "state!=3^state!=4^requested_for=javascript:gs.getUserID()", fields: "number,short_description,cat_item,state,stage", })

// 2. Get request details await snow_execute_script_with_output({ script: var vars = getRITMVariables('ritm_sys_id'); gs.info(JSON.stringify(vars)); , })

// 3. Check approvals await snow_query_table({ table: "sysapproval_approver", query: "sysapproval=request_sys_id", fields: "approver,state,comments", })

Best Practices

• Clear Descriptions - User-friendly short descriptions

• Variable Validation - Validate before processing

• Task Ordering - Logical fulfillment sequence

• SLA Tracking - Set appropriate due dates

• Notifications - Keep requesters informed

• Approval Rules - Configure appropriate approvals

• Auto-closure - Close RITMs when tasks complete

• ES5 Only - No modern JavaScript syntax