Is it possible to "link" multiple Service Catalog items into the same Request Item, in succession -as part of a Workflow?
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05-03-2022 06:24 AM
I've had sort of a confusing request for a complex Catalog Item and wanted to know if anyone had tried this before.
I need to create a Catalog Item which would run a customer through three "Gates," all in the same Request...
A customer would complete Catalog Item "Gate A," which would generate a Request Item via Workflow, and that RITM would prompt for a few stages of Approvals.
If all Approvals are met, I need the Workflow to then send a prompt to the customer to complete Catalog Item "Gate B," and the Variables completed from that Item would need to be appended to the original RITM and/or Tasks on the same RITM.
After more Approvals, the customer would be prompted to complete Catalog Item "Gate C," which would finally generate the Task for the fulfillers to complete the initial request.
So ultimately, I need a Workflow which can push a customer to add more Variables as prompted, after it's been submitted. I am flexible on how many CI's actually need to be involved - if it were possible to "return" to a Catalog Item and answer more Variables once the prior "Gate's" approvals are met, that would also be fine.
EDIT: Or another possibility: Can a Catalog Item ask a customer for the RITM# generated from a prior Catalog Item, and then use the RITM# they provide to add a new Task to that RITM?
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Request Management
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Service Catalog

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05-03-2022 08:11 AM
Hi Andrew,
Requirement doesn't make sense, but you can try with Order guide which will make sure all RITMs tag to one REQ and use Subflows to call workflows from other workflows.
Regards
Regards,
Musab
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05-03-2022 11:13 AM
I'm sorry - I tried to be clear with the requirement but I guess it did not make sense.
Ultimately I need to set up Stage Gates which are triggered by Approval Rules, but at the beginning of each Gate, I need a new Catalog Item filled out and attached to the existing REQ.
Example:
GATE 1:
- Customer submits a Catalog Item A via Service Portal.
- REQ and RITM are created.
- It runs through an approval process.
- It is approved.
- Customer is prompted by email to fill out Catalog Item B.
GATE 2:
- Customer submits Catalog Item B via Service Poral.
- Catalog Item B's RITM is added to same REQ as Catalog Item A.
- It runs through a second approval process.
- It is approved.
- Customer is prompted by email to complete Catalog Item C.
GATE 3:
- Customer submits Catalog Item C via Service Poral.
- Catalog Item C's RITM is added to same REQ as Catalog Item A&B.
- It runs through a final approval process.
- It is approved.
- SCTASKs are created, with all Variables from all Catalog Items.
I will research Order Guides and see if that will work for me. I've not used those before.
Thank you for your help.