Employee Request management outside of ICT/HR

Community Alums · ‎06-13-2023

Hi all,

I'm sure this requirement comes up quite often, I've seen and heard several times now where there is a requirement to facilitate requests that are not specifically ICT or HR specific and can vary largely, the general requirement is that a service can be requested on whatever portal the company is using (Service Portal or Employee Centre), then it's logged in the system as a ticket and can facilitate approvals, fulfilments and etc. AND is separated from ICT, HR and whoever else is on the platform.

fictitious example, Fleet management want a request form on the service portal for people to fill in to send in requests for a vehicle deployment, for employees within the business.

What is the best way to deliver this? I've seen different methods where there is config on request, request item, catalog task, a custom 'case' management application created and more.

What would be 'best practice' to deal with this requirement?

Dan O Connor · ‎06-27-2023

Hey @Jacob

So I'm focusing a bit on this line of yours

@Community Alums wrote:

AND is separated from ICT, HR and whoever else is on the platform.

So for me that is a Scoped App (also referred to as Custom app) all day long 🙂

Scoped Applications allow organisations, admins or developers create entire applications for their own business process, within the safety and framework of our platform. I've done dozens of these over the years for all sorts of scenarios.

For an end user it would be no different, they would still go to a Portal or Employee Center and submit a request, but that request would go to its own Application in the platform, where maybe a specific team manage it, and the data is housed separately from other core applications. You can control access etc. and then generate data insights and reporting or dashboards 🙂

View solution in original post

Dan O Connor · ‎06-27-2023