After using the new capability to add custom stages in Catalog Builder fulfillment, I noticed that the new stages were not displaying anywhere. I created a copy of the "Step based request fulfillment" flow and set the included subflow "Service Fulfillment Steps base flow" to show subflow stages. This update allowed the presentation of my custom stages as substages on RITMs in the Employee Center (EC) view, but not in the list views in the Now Experience.
I was also expecting the custom stages to be set as the stage value on the RITM, but that is not happening. Is it possible to set custom stage names as the stage value in the RITM? If so, how? Is it possible for the custom stages to display in the now experience for reference by agents like the Service Desk? If so, how?
Below is an outline of stages and how they are displaying for me and screenshots for clarity:
- Service fulfillment process (set as stage value in RITM, displayed in NowExperience & EC)
- Custom Stage 1 (displayed in EC, but not Now Experience)
- Custom Stage 2 (displayed in EC, but not Now Experience)
- Custom Stage 3 (displayed in EC, but not Now Experience)
- Closed Incomplete (set as stage value in RITM, displayed in NowExperience & EC)
- Completed (set as stage value in RITM, displayed in NowExperience & EC)
