Define a service fulfillment step

Define how a catalog item request should be fulfilled by creating simple service fulfillment steps.

Before you begin

Role required: catalog_builder_editor or catalog_admin or admin

About this task

To configure fulfillment steps while creating a catalog item, associate it with a Flow Designer flow that supports service fulfillment steps.

Fulfillment process can contain multiple steps. These steps can run sequentially or can be grouped to run in parallel.

The following video demonstrates how business owners can define the fulfillment process of catalog items using service fulfillment steps.

Procedure

1. In the Fulfillment step of creating a catalog item, for the Selected flow field, select a flow that supports service fulfillment steps.
2. In the Steps region, perform one of the following:
   1. To create a task, click Add task.
      1. On the form, fill in the fields.

         Table 1. Task form

         Field	Description
         Task
         Short description	Brief description of the task. It appears in the Steps region.
         Description	Detailed description of the task.
         Assignment group	User group that the task should be assigned to.
         Assigned to	User for which the task is assigned.
         Priority	Priority of the task.
         When to run
         Sequence	Sequence of this step relative to the previous step. Possible options are: With previous step: This step is grouped with the previous step or group. All grouped steps run simultaneously. After previous step: This step is placed after the previous step Note: This field is not editable if it is the first step.
         Condition	Condition that defines whether the step must run. The options on which a condition can be applied are the questions that are available on the catalog item for which you’re creating the service fulfillment steps. For information on questions, see the Create a catalog item using a template topic.

      2. Click Add.
   2. To create a custom approval and define who can approve the step, perform the following:
      1. From the list beside Add task, click Custom approval.
      2. On the form, fill in the fields.

         Table 2. Custom approval form

         Field	Description
         Custom approval
         Users	Users that can approve this step.
         Groups	User groups that can approve this step.
         Approval type	Type of the required approval. All approve: The step is approved only when all assigned users and user groups approve. Anyone approves: The step is approved when any of the assigned users or any user from the assigned user groups approve.
         When to run
         Sequence	Sequence of this step relative to the previous step. Possible options are: With previous step: This step is grouped with the previous step or group. All grouped steps run simultaneously. After previous step: This step is placed after the previous step Note: This field is not editable if it is the first step.
         Condition	Condition that defines whether the step must run. The options on which a condition can be applied are the questions that are available on the catalog item for which you’re creating the service fulfillment steps. For information on questions, see the Create a catalog item using a template topic.

      3. Click Add.
   3. To create a manager approval and define who can approve this step, perform the following:
      1. From the list beside Add task, click Manager approval.
      2. On the form, fill in the fields.

         Table 3. Manager approval form

         Field	Description
         When to run
         Sequence	Sequence of this step relative to the previous step. Possible options are: With previous step: This step is grouped with the previous step or group. All grouped steps run simultaneously. After previous step: This step is placed after the previous step Note: This field is not editable if it is the first step.
         Condition	Condition that defines whether the step must run. The options on which a condition can be applied are the questions that are available on the catalog item for which you’re creating the service fulfillment steps. For information on questions, see the Create a catalog item using a template topic.

      3. Click Add.

   Figure 1. Service fulfillment steps

   

3. In the Estimated time to deliver region, for the Days field, specify the time by which the RITM should be fulfilled.

   The due date is calculated based on when the service fulfillment flow is triggered.

4. Optional: To edit a step, click the edit icon ().
5. Optional: To delete a step, click the delete icon ().
6. Optional: To rearrange steps, drag the steps.
7. Optional: To group steps together, perform one of the following tasks.
   • Drag a step and drop it on another step or group of steps.
   • To group this step with the previous step or group, click the merge icon ().

   Figure 2. Merged service fulfillment steps

   

8. Optional: To separate a step from a group of steps, perform one of the following tasks.
   • Click the separate icon (). The step is placed after the group.
   • Drag a step out of the group and drop it at a location of your choice.