Service Catalog Request Workflow

[arabeau]

Hi All,

OOTB workflow Service Catalog Request runs for every service catalog item submission and creates a request that follows approvals - is it possible to have a turn off this REQ portion and just have the requested items run against the RITM workflow

we have a requirement that means some Service catalog items need to run against this REQ level workflow, but a bunch that do not - how can I bypass this REQ workflow outright? or can I make some SC Items run against a different REQ level workflow? if so, how so?

any help greatly appreciated!

Thanks!

[arielgritti]

Hello

Maybe this can help you.

In our case, all the REQ's are approved by default with the workflow OOTB.

Then only work with approvals RITM leven if necessary.

Please, mark correct or useful if i helped you

Thanks

Ariel

[arabeau]

thanks for the response

that is what ours are like too, but I need to bypass this REQ workflow entirely - to avoid the REQ stages, the REQ being created, and the REQ being displayed in a user's submitted lists (My Requests and My Closed Requests) (or run some SC Items against a different version of it where I can set the stages/active states independently)

[William Busby]

Bypassing this workflow won't prevent the creation of the REQ record and I don't believe it would be in your best interest to change the default behavior. The approval state of the REQ record is applied to each RITM by the 'Cascade Request Approval to Request Item' business rule. The workflow for the RITM won't run unless it's approval state is set by this business rule (or something you devise). So, most people just use the request workflow to set the approval state to 'Approved' which kicks off the RITM workflow.

Unfortunately, it's a bit confusing to the end user because the RITM starts as 'Approved' even though it may not be. What I've done to try and be less confusing is change the display value for the REQ to 'Submitted' for the approval state 'Approved' so end users don't get the impression the request in it's entirety is approved.

Then I add a field to the [sc_cat_item] table of 'Requires Approval' with a default value of 'false' since most of my items don't need approval. For the catalog items that actually need approval I mark them as true when I add them to the catalog.

In the RITM level workflow(s) I add an If activity right after the 'Begin' to check the catalog 'Requires Approval'. If it's true then I set the value of the RITM approval to 'not requested' so the item level approval can be invoked.

I'm not saying it's the best solution, but the OOB process leaves a bit to be desired so I'm trying to fill some of the gaps.