Alicia,

we went live with our Service Catalog on Monday this week and we did the following:

1. Scrap the Request Level workflow   and make each Request pre-approved

2. Put all approvals on the RITM level including that from a line manager, which allows them to reject/approve items individually )

3. Each Catalog Item has a variable called "requested_for" whose values get stored into the Requested For field on the RITM table through an on-before business rule. ( if a variable exists then -> current.requested_for = current.variable_pool.requested_for)

There are many pros and cons of doing it this way. One argument that pops up all the time is about being able to reject items individually rather than the whole request. Imagine having 20 items in one order and my line manager did not want me to have only one item.. ? doing that from scratch all over again would be a nightmare, especially for busy end users..

Any questions, just let me know...

Cheers