request-management

Automate ServiceNow request management by orchestrating sc_request and sc_req_item records. This skill handles catalog item requests end-to-end, generating RITMs, creating fulfillment tasks, and managing approvals to reduce manual coordination overhead.

Generating RITMs and catalog tasks is handled by automating sc_req_item and related task records. The skill orchestrates creation, tracks progress, and assigns tasks automatically, streamlining standard catalog item requests from initiation to closure.

Automating ServiceNow approvals and fulfillment workflows is supported natively. The skill coordinates approval validation alongside catalog task generation, ensuring end-to-end request management with SLA awareness and automated task assignment.

Tracking standard catalog item requests is the core use case. It applies to common scripting patterns across standard request types, validating variables and managing sc_request records to satisfy requirements for end-to-end fulfillment tracking.

Validating variables and managing SLAs for RITMs is built into the orchestration logic. The skill applies common scripting patterns to sc_req_item records, ensuring catalog task assignment and progress tracking maintain SLA awareness throughout fulfillment.

Integration with MCP tools is supported for ServiceNow request workflows. The skill uses these tools to automate sc_request and sc_req_item orchestration, requiring a ServiceNow environment to generate RITMs, create catalog tasks, and manage approvals.