Service Catalog - Request Approval vs Requested Item Approval

[thisismichaelb]

Still jumping into Service Catalog.   Not sure I understand the difference between the Request Approval and a Requested Item Approval.

Is the Request record/workflow where you will always capture the approval?   Or can you also capture the approval in the Requested Item record/workflow?

Also, every single Request record appears to go through the same "Service Catalog Request" workflow.   Since a Request record doesn't really have any defining characteristics (ie config item/request item/etc) - what condition would you build to trigger a different Request workflow?   Or you just build one "master" Service Catalog Request workflow?

The wiki is no help (where does it even define requests and what they are?) and I'm not sure this question was asked here yet.

[randrews]

yes sir. there is an onsubmit script that updates the requested for of the cart with the requested for variable on checkout...

and we have an onchange   client script in the variable set that sets the approving manager when the requested for is changed.

[Makosko]

one more question and I`ll leave you alone, hehe

1. I go to Cat Item "iPad", leave the Requested For variable set to "me" ( I assume the approving manager is set to my manager at this point), add it to Cart ( no submission yet ) - Continue Shopping

2. I go to Cat Item 'iPhone', change the Request For to "John Smith" -> the approving manager changes from mine to John`s ( hope I am correct )

3. Order -> checkout

4. Requested_for on the sc_cart table is set to   "John Smith" because that was the last item used

Question: What happens to my manager ? does it get overwritten by John`s ?

[Makosko]

so, all in all, would you agree that the main benefit of your solution is to avoid bombarding managers with too many emails ? but provided that they are happy with it, placing it on an requested item level might be an acceptable solution ?

[randrews]

In your situation where the cart has multiple people in one request it is not only acceptable it is required... otherwise how could one manager disapprove ONLY for his person...

even if you decided to send a group approval to all of the managers of the requested for's how would you approve one item and not the others... in your case i think this is not only acceptable but required.. just be prepared in a month or two to let them know the only way to cut down the email approvals is to limit one person per cart and change the approvals... i have seen far to often when in development they say this is fine.. then when they get hit with a ton of emails the requirements change.

[RP2]

Hi Raymond,

  I am hoping you can shed some light on issue I am having with processing requested items in Order guide vs. Service Catalog.

Service Catalog requests are handled with Request level approvals defaulting to approved and each RITM is approved independently.

I created an Employee Onboard Order Guide accessing the same catalog items that you would order from Service Catalog.   But because it is Employee onboarding,   the requirement was to have 1 request level approval (w/ 2 levels) instead of an approval for each requested item.   Issue was too many approvals records being rec'd by managers for new hire.

If the Request was generated from EO Order Guide, I bypass the 2 levels of approval requests and   set the RITM records to approved in the workflow.   While that appears to be working for processing the Request and the associated Requested Items, some RITMS do not seem to generate the related tasks for the catalog item.

Under   Managed Catalog Items, some of the items have Approvals checked.   These approvals are required if item is ordered through Service Catalog.

Do I need to create separate Catalog Items with no Approvals checked to select within EO Order Guide?