Service Request Fulfillment & Change Management

[chrisperry]

Hi,

I was wondering if anyone out there has any experience with integrating the service request fulfillment process & tables (sc_req_item, sc_task) with the change management process & table (change_request).

I am working on building out a catalog item in which users can submit requests for network adds, upgrades, removals, etc.   The intake for the request will need to happen on our service catalog and will feature a custom workflow - and will therefore need to occur on the sc_req_item table (at least I think).   However, most times near the end of the request fulfillment, the engineering teams will need to open a change request ticket to be approved for them to make that network change in production, and after the change has been completed then the request has been completed fulfilled at that point.

So - my question is, does anyone have any experience or ideas on how to integrate the service request fulfillment process with change management?

TLDR; end user makes request on service catalog, creates RITM which sends CATTSKs to fulfillment teams.   One of the fulfillment teams will need a change ticket to complete request, any way to automate the change ticket into workflow or any other ideas?

[vamsisai]

Create a task on change_request table and add it to the workflow, in next step check the the state of change request according to that set values on the request item.

Regards,

Vamsi.

[vamsisai · Accepted solution]

You can achieve your requirement like this. Create task on change_request table and assign values in the script in next step check the state of change request according to that you can update the state of request item.

please let me know, if you need any information.

Regards,

Vamsi.

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[vamsisai]

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Regards,

Vamsi.