Catalog Item: owning group, review and determine users and groups involved with approvals and tasks

[stevemac]

Hi,

Looking for advice on catalogue item maintenance relating to:

1. recording the group that owns the item
2. Recording the last review date (and using this as part of the review / attestation process)
3. Easy method to see which users and groups are part of the approval or fulfillment process

Background

• we have a mix of catalogue item creation mechanisms, workflows and flows
  • items created via Item Designer
  • Items created vi Catalogue Builder and using ServiceNow's Step-based fulfilment flow
  • items with custom workflow / flows where approval and task information is defined in the workflow / flow
• already have a business rule that aborts group deactivation if there are active catalogue items with item designer config including that group, or flow and workflow records that references the group (also aborts if active Task and CMDB records are associated to the group).  This will be updated to also review group assignment in the Service Fulfillment task steps [sc_service_fulfillment_task_step] table.

1. Catalogue Item Group ownership

There is only one reference field on the catalog item [sc_cat_item] table to the group [sys_user_group] table.  It is Fulfillment Group [group]. 

• Do you recommend using this field to hold the owning group, or do you recommend a custom field?

2. Catalogue Item review / attestation that the item is still required

Any recommendation on how to do this?  My thought is to use the Data Manager solution (part of CMDB Workspace)

 

3. Easily identity groups and users involved in approvals and tasks

I do not think it is reasonable for a user to need to check Item designer config, workflow actions, flow records and step-based fulfilment config to determine which users and groups are involved in an item.  As such - thinking of creating two custom fields (Glidelist) on the Catalogue Item [sc_cat_item] table to store individuals and groups and exploring options to update them automatically.

Appreciate any recommendations  / insight on how other organisations do this.

thanks,

Steve