In theServiceNow Service Catalog, aREQ numberrepresents aRequest (REQ) record, which functions as anorder numberfor a service request. When a user submits a request through the Service Catalog, the system generates aRequest (REQ) record, which tracks the overall order.
REQ (Request Record) - The Order Number
This is theparent recordthat represents the entire order/request submitted by the user.
It contains key details such as the requester, the total cost, approval status, and the overall request state.
Example:REQ0010023
RITM (Requested Item) - The Individual Catalog Item
Each item requested within a REQ has its ownRequested Item (RITM) record.
The RITM tracks the fulfillment of a specific item within the order.
Example:RITM0010456(a single laptop ordered in a request)
TASK (Catalog Task) - The Actions to Complete the Request
Catalog Tasks (TASK) are created under an RITM to handle specific fulfillment steps.
Multiple tasks can exist under a single RITM, assigned to different fulfillment teams.
Example:TASK0013456(a task assigned to IT Support to configure the laptop) Breakdown of the Service Catalog Request Structure:
Why the Other Options Are Incorrect:B. The stage (Incorrect)
Thestageof a request is part of the request lifecycle (e.g., Approval, Fulfillment, Completed), but it is not represented by theREQ number.
C: The task to complete (Incorrect)
Atask to completeis represented by aCatalog Task (TASK), not theREQ number.
Tasks are specific actions assigned to fulfill an item request.
D: The individual item in the order (Incorrect)
Anindividual itemin a Service Catalog request is represented by aRequested Item (RITM), not theREQ number.
Example Scenario:A user submits a request for anew laptop and a software license:
REQ0012345# Tracks the overall request (Order Number)
RITM0016789# Laptop Request
TASK0018901# IT configures the laptop
RITM0016790# Software License Request
TASK0018902# IT assigns the software license
References:ServiceNow Documentation: Request Management Overview
ServiceNow Learning: Service Catalog Fundamentals
ServiceNow Docs: Understanding Requests, RITMs, and Tasks