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.

[acoop]

Thanks for the information Doug

[Makosko]

Hey April,

I am happy to chat.. you wanna set up a phone call ?

Cheers

Maros

[acoop]

Hello Maros,

Yes, I would like to set up a call.

April

[aliciamiller]

Thank you - sorry for delayed response.   We are going live in a week so too late to change course at the moment but still interested in trying to make the presentation clear request/item/task - stages/states/approvals - love the app but that's been difficult to pull together; .   I think the challenge I've had is we do have some requests that make use of an order guide where you do want to get an approval for the whole bundle at one time but that's more the exception than the norm - majority are standalone and require item level manager approval.

Have you encountered that using your design with an Order guide service bundle? Needing to sometimes approve at the request level and sometimes approve at the item level.   I really would like to just turn the Request approval engine off but the scenario of needing to approve a bundle has been the reason we left in place. but then it shows the Request as approved for an item that is waiting for manager approval and it confuses people.

Thanks