Requested Item vs. Catalog Task - confused

[Mickey_Cegon]

We're creating our first Service Request in Service Catalog, and I want to make sure I'm not going down the wrong path.

I created a Catalog Item, called Software Request, and a graphical workflow called Software Request Workflow, associated with the Catalog Item.
I have a Record Producer created, where the user fills in the following information:

1. Software Title/Manufacturer/Version (probably 3 fields) - free-form text
2. Department that will be charged for the software if there is a cost involved
3. List of recipients (slushbucket - filtered by Department chosen in step 2)
4. Approver - filtered by Department chosen in step 2
5. Business Need - free-form text
6. Additional information - free-form text

The Record Producer creates a record in the sc_request table, and this is the main record. I get that...But, this is the part I'm confused about, even after I read every wiki and forum article I could find. Do I then trigger the workflow for Requested Item or just use my Software Request workflow? I see OOTB there are 2 different workflows, one for the request and one for the requested item. But, can I just use my request workflow, and create Catalog Tasks for each of the recipients that are going to have the software either manually installed, or installed via SCCM? I've been told I need to have a way that each user has a record of the install, in case they call back to the Service Desk with issues. And, we're eventually going to want to tie the software into Software Asset Management in Berlin, we're just not there yet. What's the difference between logging a Catalog Task per user or a Requested Item per user? We don't have all our software in the CMDB for the Requester to select a specific title and version. We're waiting to see what the new features are in Berlin first.

I have a feeling that if I don't do this correctly from the start, I'm going to have a real mess on my hands.

Mickey Cegon
FBL Financial Group, Inc.

[Blair5]

Mickey,

I have the almost exact same requirement and I'm wondering how you did this? Did you put the script in a "Run script" activity in the workflow or within the catalog task activity? Any help would be great.

Thank you!

[Jim Coyne]

No, the instance will be reset at 2 AM PST Saturday morning. There are 24 demo instances (00 - 23) and they are reset every hour, one at a time so there is always a fresh one out there. The 00 instance is reset at 11pm, 01 at midnight and so on.

Make sure you take a look at Mark's post about waiting for the tasks to complete.

[Mickey_Cegon]

Thanks, Jim. I've got Mark's article bookmarked! I also took screenshots, so should be good to go.

Mickey