How to Fulfill a ServiceNow Request

In ServiceNow, a “fulfiller” refers to someone who takes actions to complete the request from a customer.  A fulfiller may handle with several tasks that are built into the ServiceNow workflow or business processes that may not YET be built in the work flow. You can learn how to fulfill and complete a request item and/or catalog task in ServiceNow through the following methods:

• Watch the video instruction
• Read the text instruction
• Read the text instruction with screen captures

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Video Instruction

This video reviews Fulfilling and completing request items and/or catalog tasks in ServiceNow.

 

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Text instruction

 

Request items are where the majority of the work should be done and recorded. The Additional Comments text box in each request item allows you to communicate with the customer. Be aware that text saved in the "Additional Comments" field in the request item will be sent to the customer. Request Items have one or more Catalog Tasks associated with it that map out the work that should be done to fulfill the Request Item.

To view and work on Request items (RITM) and Catalog Tasks (TASK):

1. Log into the Service desk view of ServiceNow at 4help.vt.edu using your VT PID and password.
2. In the left menu column, to expand the menu, click the Service Desk menu category.
3. Under Service Desk, click the My Work, My Groups Work, My Groups Unassigned Work, or My Groups Pending work. The location of Request Items will depend on how the workflow is designed.
4. In the Number column, click the "RITMXXXXXX" number or a "TASKXXXXXX" of the item you want to view and work.
5. Important: Assign the item or task to yourself. In the Assigned to text box, type your name and select your name from the drop-down list. Click the Save button to save the assignment change.
6. You must be in the Requested Item to communicate to customers from ServiceNow. There is no way to communicate with customers from within a Catalog Task.  If you want to send an email to the customer that requested the item:
   1. Verify that you are on a Requested Item screen by looking for "Requested Item - RITMXXXXXX" near the top. If you are in a TASK look for the RITM number at the top and click the circled "i" to the right, then click Open record.
   2. Scroll down to the Additional Comments box to type any text that you want the customer to receive via email.
   3. Below the Additional Comments text box, click the Post button.
7. After you complete the work required by the requested item and close associated Catalog Tasks the RITM should close automatically by the workflow.

 

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Text Instruction with Screen Captures

Requested items are where the majority of the work should be done and recorded. Also, the text box in each request item is what allows you to communicate with the customer, so be aware that text saved in the "Additional Comments" field in the request item will be sent to the customer.

To view and work on request items and Catalog Tasks:

1. Log into the Service desk view of ServiceNow at 4help.vt.edu using your VT PID and password.

 

2. In the left menu column, to expand the menu, click the Service Desk menu category.

 

3. Under Service Desk, click the My Groups Unassigned Work, My Work, or My Groups Pending work. The location of Request Items will depend on how the workflow is designed.

 

4. In the Number column, click the "RITMXXXXXX" number or a "TASKXXXXXX" of the item you want to view and work.

 

5. Important: Assign the item or task to yourself. In the Assigned to text box, type your name and select your name from the drop-down list. Click the Save button to save the assignment change.

 

6. You must be in the Requested Item to communicate to customers from ServiceNow. There is no way to communicate with customers from within a Catalog Task.  If you want to send an email to the customer that requested the item:

1. 1. Verify that you are on a Requested Item screen by looking for "Requested Item - RITMXXXX" near the top. If you are in a TASK look for the RITM number at the top and click the circled "i" to the right, then click Open record.
   2. Scroll down to the Additional Comments box to type any text that you want the customer to receive via email.
   3. Below the Additional Comments text box, click the Post

 

 

7. After you complete the work required by the requested item and close associated Catalog Tasks the RITM should close automatically by the workflow.