Using the Fulfillment Group on Catalog Items

[chaslage]

Hello everyone!

I am curious your thoughts on using the Fulfillment Group on Catalog Items.   At my previous job I used a Catalog Item's Fulfillment Group as the group who ultimately was responsible of the RITM generated.   How I passed this along from the Catalog Item to the RITM was a simple workflow script at the beginning:   current.assignment_group = current.cat_item.group;

I am curious if I am doing this correctly in the grand scheme of things.   Will this hinder the catalog once we roll it out completely for all services?

Let me know your thoughts, I am working on catalog items now so I figured it would make sense to build this out now instead of having to go back later.

Thanks!

[rob_blakey]

Hi chaslage,

I would look at this a different way first, who is responsible for the overall catalog item that gets raised. From that, because each RITM raised, could go to different teams, having them solely responsible for over arching Catalog item, may not be ideal?

For us, the Service Desk manages the over arching Catalog Item (or SCREQ) then from that the RITM's are handed out to the teams responsible for each of those tasks.

[chaslage]

I think we're saying the same thing.   Here is what I am talking about:

- Set the Fulfillment group on the Catalog Item as the group responsible for the item.

- In the RITM workflow set the Assignment Group for the RITM as the Catalog Item Fulfillment Group

- Catalog Tasks, created by the RITM workflow, map who does the work for the RITMs - which the fulfillment task will most likely be the Fulfillment Group on the Catalog Item.

Is this the correct approach?

Thanks!