Generic Request

[dennisandrison]

Hi All,  

I am curious if anyone out there is using the request module, REQ, RITM, SCTASK for end users   or fulfillers to submit tickets.   ie anything that is not broken or a HOW TO question?   Or do you have all tickets from end user and fulfillers as Incidents?    

Thanks

Dennis

[dennisandrison]

So we have a form on our Service Catalog (much like the "Report an Issue" form that is OOB) where end users request assistance from our IT staff. They have been trained to complete this form for anything that is not a break/fix or a How To. We call these incidents. We do not use the Service Portal to order equipment.

Our form is tied to the req and catalog workflows. I noticed the OOB Report an Issue form is tied to an incident workflow. So my question is does anyone use a generic request for similar to our process and have it tied to the req and catalog workflow vs the incident workflow.

[Chuck Tomasi]

Hi Dennis,

I think I see where my confusion is coming from. The OOB record producer "Report an issue" does not have any workflow associated with it. That's because, per ITIL, incidents generally don't have a workflow because the break/fix process isn't that complex.

Catalog items (things that use the cart, create a request, request item, etc) can share, or use individual workflows for each item.

Short answer is - it's up to you how you want to handle this if you're dealing with a record producer. I wouldn't recommend a catalog item in this case as it seems overly complex - you're not ordering something at this point.

[dennisandrison]

Thanks

Dennis

[Chuck Tomasi]

You are welcome.

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