Demand: Approved vs. Completed

[toneyvecchio1]

Wanted to ask a question about how your company uses/plans to use Approved vs. Completed in the Demand module?

Here is a scenario with simple dates to keep discussion quick:

Jan 1st - PMO decides a demand is a project that we will work on in the future - Time frame needs to be figured out.

Jan 15th - PMO Discusses with Project Manager who will own it, hand off of ownership occurs. Decided they will start in March.

March 1st - Project formally starts

June 1st - Project formally ends

My Question to the team is, when do you think the demand goes to approved and when does the demand go to completed?

In our company, we are doing:

Jan 1st - Demand Approved

Jan 15th - Demand Completed

In your view, is it the same? Does demand stay open until the Project is closed? Does the demand not get approved until the Project is handed off to PM or even when the Project is ready to start?

[unigrpmm]

There was also an OOB business rule called task_closer that appeared to be a holdover from when there were only 3 or 4 tables with states (a total of 26 states off of task).   When I started activating modules, the # of states off of task grew to be 86.   Task closer was wiping out my business rule and setting it to '3', which is typically "completed" for many other tables.   But not for Demand.   ServiceNow responded - and stated that it was fixed with Fuji and that the workaround for Eureka was to modify the task_closer business rule to include "& task_type != Demand" just using the simple qualifier.

Thanks for the info - very helpful.

[mmongeau]

Thanks for this bit of knowledge. It saved me hours of debugging business rules to figure out why a Demand kept getting set to State = 3 when a custom business rule was setting it to State = 9.   This is happening in Helsinki, so I don't think the problem has been fixed.

I added "&& current.sys_class_name != 'dmn_demand'" to the condition for the "task closer" BR and now it is working as expected.

Michael

[toneyvecchio1]

Thanks for the responses and feedback!

Ultimately our Stakeholders felt:

1) The existence of both a simultaneously open Demand and Project might be confusing to users

2) The Demand team is done qualifying the demand, any manipulation after approval to priority is via the Project

3) The Project Manager may have the project ticket in their possession before the Project starts to begin prepping the structure.

Because of this we have decided that the Demand will be Approved when the PMO has its agreed start time frame in relation to available resource predictions. There is realistically a time in between that and when the PMO briefs the PM and official hands off responsibility to start the project at some time in the future (often immediate future) at which time the Demand is completed.

From that point forward the users track the progress as being in the watch list for the appropriately created project, where they can track updates through the pm_project_portfolio table which we have branded Project Coversheet.

Hope this conversation helps anyone with some ideas if they are looking at the same issues.