Forms based Workflow and the Service Catalog

[Bill_Collins]

I believe I have seen Fred Luddy describe SN as essentially a forms based workflow. Within the core applications, Incident, Problem, Change, Release, CMDB, it is easy to create and submit a task; and then to pass it off to someone else to work. Of course, those working and passing it are process users. My recent mental quandary has been focused on a method to complete this within the Service Catalog, but prior to "full" submission, to IT for execution. Here is an example involving an Onboarding process. HR wants to start the request and then have the hiring manager complete "its portion" prior to submission.

Thinking through this: I don't believe there is a current method for routing a pre-submitted Service Catalog form to another ESS user (even with a workflow). I can conceive of a process where the SC form would be completed and submitted, then another user (with role) could add data to Variable Editor fields and update the request. However, this would not take advantage of Order Guides and execution plans. It's possible a running workflow could take the change in variable editor fields and move the task on in the desired direction.

What are your thoughts?

Bill

[Mark Stanger]

Here's how I've handled this before. I actually created this method to handle a new hire scenario where an end user made the request, then HR had to validate and add to certain variables before any of the other items in the order guide started their workflows.

http://www.servicenowguru.com/system-definition/order-request-items-order-guide/

[Bill_Collins]

Mark, Does HR in this case have a process role? Where does HR add to the variables? Is it via the approval form with access to the request or is the Catalog form somehow re-presented to HR? Thanks -Bill

[Mark Stanger]

HR is just an ESS user that approves the request item. As an ESS user they also have the ability to view and update the variable information for that particular type of request item.

[Bill_Collins]

Not to be thick, but does the ESS user access the RITM form via the approval record, or do you direct them there to modify the variables by some other means? Thank you -Bill