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]

From the approval record. HR receives an approval request, opens up the approval record, navigates to the request item to validate and modify variable information if necessary, and then they approve the request item. Once the request item is approved, the workflow initiates the next item in the workflow.

[sgrison]

I've used Mark's method before based on the article he posted and it works well.

Another option I've used before is to have a catalog item for HR to fill out where they provide details around the new hire's name, position, title etc. (see screenshot) The workflow associated to this item would, at some point (usually after the user is created in AD so they would be available in SNC) notify the hiring manager of the new hire and provide them with a link to an order guide item where they could fill out other details of the new hire (see other screenshot).

[Bill_Collins]

Hey Sean. How are you doing? This was exactly my initial thought assuming we are on the same page. To confirm, the hiring manager Order Guide RITM initiates a new REQ; it does not add an RITM to an existing submitted REQ correct?

I have not been able to talk my customer into two separately completed and submitted REQs. They would like a single parent request where HR starts and then the Hiring Manager completes.

I've also thought of having the email link take them to a Order Guide with a REQ reference variable (Reference the original REQ number) and then when submitted see if I can force the items under the other REQ#

Thank you -Bill