SAM Standard software request workflow

[Sujithra Govind]

Hi All,

We are currently in the process of developing a SAM (Software Asset Management) software request workflow, and we would appreciate your suggestions and insights on a couple of queries we have encountered. Your expertise would greatly assist us in optimizing our workflow. Here are the details:

1. License Unavailability and Alternative Software Version Suggestion:
   When a user submits a software request, we send them a notification for alternative software version suggestion if the requested license is not available. When a user accepts or rejects a suggestion, we want the corresponding task to be completed and closed. However, the user does not have the required role (ITIL) to perform these actions directly. To address this issue, we attempted to achieve task completion and closure through an inbound email notification response from the user. We created an inbound action script that again runs on the sender's (user) impersonation. Unfortunately, we have not yet found a satisfactory solution.

   Request your input and guidance in finding a suitable resolution for this challenge.

1. Inbound Email Notification and Watermark Issue:
   When the user accepts the alternative software version suggestion, an inbound email notification is sent. However, we have noticed that the email doesn't include a watermark (reason being the link for accepting or rejecting the approval has been generated prior to the execution of the send email action in the flow designer). It only contains the RITM (Request Item) number in the subject and the content. We are concerned whether this lack of a watermark would have any impact or pose any issues.

   I would appreciate any advice or experiences you can share regarding these queries.

   Thank you in advance for your valuable input!