Set Up "Step Based Request Fulfillment" for Catalog Items

[Hemanth M1]

Need to set up Manager Approvals/Custom Approvals/SC tasks creation based on form variables conditions for your catalog items??

No need to tweak existing flow/Workflow or create brand new flow/workflow in this scenario.

We have a very easy way to set this up without any code/logic using Out of the box "

Step based request fulfillment" flow

How do we do this??

Let's start

A)Using Catalog Builder

1)Open Catalog builder and Start creating New catalog item or You can eidt existing catalog item as well

2)Pick appropriate Catalog item template:

3)Fill the item details till Fulfillment stage:

4)In the Fulfillment stage , pick "Step based request fulfillment" flow from the drop down

5)In steps option> Pick the step you want to configure 

a)Manager approval : Approval goes to Requested For Manager if your using Standard Employee variable set or you can add or rename requested for variable value as "requested_for"

B)Custom approval : Add users/groups to send approvals (Can you set up conditions as well when to trigger)

c)Task creation: Can set short Description, Description, Assignment group, Assigned to and Priority as well.

6)This is how it looks after the set up, you can re order this sequence or you merge to run multiple steps at once.

7)Complete other steps and publish the item.

8)Lets submit a request and verify the results 🙂

RITM stage set to "service fulfillment process"

9)a)Manager Approval:

b)Custom approval :

C)Catalog Task:

B)In the Classic UI: Search for "Service Fulfillment Stage" table name "sc_service_fulfillment_stage" and configure the same

ex: Create a Stage

Set up Approvals/Tasks and Update the Flow as "Step based request fulfillment" and your done 🙂

Let me know if any questions/concerns.

Thank you,

Hemanth

Community Rising Star 2022-2023 

[Srujan Tej1]

Very useful information 

[Shruti Chennuri]

Thanks for the helpful information.

I want to add timers and notifications to the flow for handling reminders in the Approvals. 

Could you please suggest how and at what step in the flow I can add reminders??

[stevegillespie]

@Hemanth M1 There seems to be a bug in the sequential approvals. You set Manager Approval to go first and then want the custom approval to follow after manager approval but when the manager approves it goes to "Approved" then the custom approval gets kicked off but then the manager's approval is immediately set back to "Requested" by the system

[Joakim St_ckel]

I've been using this myself. Works super well! 
One question I got now though is... I'm sure I've moved this between instances myself via Update Sets before... But now, they don't seem to follow with in the update set...
I also tried to XML it from the sc_service_fulfillment_step table... Didn't work either, as the Catalog Item field gets empty... 
Any idea where my screws went loose? 

BR 

[mcroxall]

for the manager approval, does it auto assigned the manager to the request and submit for approval? For some reason when i use it i have to manually select the manager for approval.

 

[harver31]

Hi @Joakim St_ckel, 

If you are creating/updating catalog item using catalog builder, in such cases system automatically created update set with name 'CB_xxxxx', where xxxxx is a date/timestamp.

It's the expected behaviour.

Best Regards

Har**bleep**

[JStockel]

Thank you, @harver31 I realized it shortly after... Lovely that it completes as well, so you're completely fooled about it!

I've started experiencing issues recently though with Catalog Builder's fulfilment steps... For some reason, the Tasks/Approvals don't show up under "My Tasks" in the ESC portal? This behavior is at least stuck in TEST, and not in our PROD environment. 
Good to note is, we're using a custom cloned version of it (only 1 step before the rest of the fulfillment has been edited to the flow). It has also previously worked as intended. But now, the flow for some reason, when applied to the Service Fulfilment Steps, the "Add Tasks" part is missing in Catalog Builder... (Wasn't an issue just 2 months or so ago) The tasks and approvals are created, visible and all in the core side. Works fine there etc.
But in the portal, they cannot be found for users. The notification redirects to the "correct" task/approval under My Tasks though, but without that, it doesn't appear.

Anyone who has experienced this issue before, or may know what the problem may be? 
Thanks.