Service catalog - automated ticket customization

[SaurabhMahe]

Hi Team,

We have configured a laptop service catalog that includes fields for issuance type: Permanent and Temporary. If a user selects Temporary, an additional question for the End Date is displayed. We now have a requirement to automatically trigger a new ticket when the End Date is reached, to initiate the process of collecting the laptop from the user. This ticket should be created on behalf of the user, ensuring they receive a notification from the system to return the laptop. How can we achieve this requirement.

Same logic we want to implement for other catalogs which has end date. so we want to implement the solution at platform level based on catalog name configuration.

[Ankur Bawiskar]

@SaurabhMahe 

since this is for your catalog item, you can have your flow wait till that End Date using Wait For Condition

Then after that you can use "Submit Catalog Item Request" flow action and create another REQ or RITM

OR

You can create an incident as per your requirement using "Create Task" flow action

check these links

Flow Designer : Making the flow wait until a specific date time based on a catalog variable

Submit Catalog Item Request action  

If my response helped please mark it correct and close the thread so that it benefits future readers.

[SaurabhMahe]

Hi Ankur,

Thanks for reply but first service catalog ticket should be created immediately to issue temporary asset and ticket should be created once end date is passed to return the asset. Also I want to make the solution globally for other catalog items which has similar requirement. Any other thoughts.

[Ankur Bawiskar]

@SaurabhMahe 

1) Create a subflow that accepts RITM sysId and a date, waits until that date, and then creates a ticket/incident. 2) This subflow can be invoked in catalog item flows to run in parallel with the main flow.

3) The main flow continues to run while the subflow waits until the specified date to create the ticket.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[SumanthDosapati]

@SaurabhMahe 

1. You can try using eventQueueScheduled() method to trigger scheduled events.

OR

2. You can use subflow within the main flow for catalog item to trigger the ticket creation.

Regards,

Sumanth