How do you handle enhancement requests?

[Sameer7]

We have a Service Portal with specific catalog items for hardware, software/business apps. If a user wanted an enhancement to an application or service, where do you log that? Do you have a separate form for enhancements or 'enhancements' option built into each software/business app catalog item? 

[Allen Andreas]

Hello,

There's a few ways to do this, but it most seem to go with an "Enhancement Request"...literally named that and then have a few fields about their request, etc. and they can select the catalog item from a variable pointed to the sc_cat_item field (they may need read ACL for this) or you could have them type it.

But either way, the idea is that it's a universal request for all things on your instance that people could submit for. Then, it would be reviewed first/vetted before a task is fired off to 'x' team to fulfillment/work with the requestor.

Just have to be careful with people randomly submitting enhancement requests for someone else's catalog item or whatever and people just acting upon that. Still recommended to have a "business owner" of the catalog item, if applicable.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Allen Andreas]

Hi,

I just wanted to check-in.

If my reply above helped guide you correctly, please mark as Correct.

Thanks!

[Allen Andreas]

Hi @Sameer7 

Got notified that people had been marking my reply above as Helpful and so it reminded me to check in again with you and see if my reply helped answer your question? Been about 2 years now, haha.

If so, please mark my reply above as "Accept Solution". Thanks and take care! 🙂