We have a situation where a simple request has been evolved to encapsulate multiple requests and we would like to know how we can proceed.
Simply put, this request has been increased in scope and now involves multiple records across different applications. As an example of what needs to be generated:
The Original case was defined as a Service Catalog case. The Requested Item that is generated here is now being split into multiple separate tasks:
1) Several different IT Service Request Items depending on the IT Service needed. All these Catalog Items were constructed as part of an Order Guide, we are looking to see how HRIT Operations could play a role with these RITMs.
2) An HR Payroll case,
3) An HR Benefits case.
The IT Service Request Item was built with Catalog Builder and is using Step Based Fulfillment flow, while no flows exist for either HR Payroll or HR Benefits.
Originally we were looking to enhance the flow of the original request but I was just told that a Playbook would be best to encapsulate all the IT Request Items as well as the HRSD items that we wish to include. However, there is no documentation on how we could encapsulate the IT Service Request Items (or maybe the order guide), nor is there any documentation on how to encapsulate either HRSD Services that we are using. Someone suggested a Custom Activity Definition but there is no documentation available on how to exactly set that up.
Any advice would be useful. Thanks.
