Can we have two different workflows for 'service catalog request' based on whether the item is hardware and software?

[meg6]

Hi,

Currently service catalog request workflow has a single flow for 1 request (considering all the items whether they are hardware or software) , Is there any other way that I can have two different workflows based on the items category?

[Gaurav Bajaj]

Hi,

Yes, can you edit the trigger condition and create another workflow if required or merge new activities in same workflow to achieve the outcome.

Thanks

Gaurav

[meg6]

I have done the second option, triggering next activities based on the if condition.But it will work for one item in the request.

If request has more than one item it should loop back to the condition to check category(till there is no item left). Is there any activity that does this?

Or am i missing anything?can we actually have two different flow based on category?

[Gaurav Bajaj]

HI Megha,

There won't be any option to decide based on several cat item added in the service request. You will have to create different workflows for different items.

Just wondering how you are going to make a decision ( for the flow of activities) between a bunch of requested items from both hardware and software.( 3 hardware+ 2 software in one service request).

Creating a separate workflow be a better deign here.

Which came first, the Request or the Requested Item?

This will help you to understand if you can create a new field for making a decision and add value to it in the service request.

Thanks

Gaurav

[Dave Smith1]

It's not really the REQ workflow, but the RITM workflow you're interested in - hardware items are fulfilled by one workflow, software by another.

However, as a thought: what's the difference between hardware and software workflows?   Is it possible to still use the same workflow but add conditions to apply slightly different activities according to the category?   Or are the workflows so different that they require their own?