How can a fulfiller communicate with the requester?

[Saud1]

Fulfillers deal directly with the catalog task, but our requesters don't have access to the catalog tasks for their requests. If a fulfiller requires more information from the requester, how should they request this information? from the catalog task? or from the request item? Should I introduce a "Pending User Info" state to any of the workflows?

The 3 table configuration of the service catalog (request, request item, and catalog task) seems to break communication between the person requesting an item, and the fulfiller.

I would really appreciate it if some one could help me understand how I should handle communication in the service catalog.

[Chuck Tomasi · Accepted solution]

HI Saud,

I would do this via the RITM. If the fulfiller has a question to the requester, it's about the item, not the task. The task is the bit of work that the fufiller is trying to do. If they run in to the question, they can put a comment in the RITM, a notification can be sent to the requester (easily dot-walked) and they can reply or click a link in the notification. Pretty standard stuff and can be done without scripting.

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[Saud1]

I didn't think about it that way. Now it makes more sense.

Thank you, Chuck!

[Chuck Tomasi]

You are very welcome. Thank you for using the community.

[Marouane M]

Once a requestor selects something from the Service Catalog (I imagine using the Service Portal), the system creates a request and all the communication between the Requestor and the Agent/Fulfiller will be recorded in the request itself and shown to the fulfiller in the portal.

No need to show the items as it will be handled internally.

I hope this helps