6.6. Creating a Request from a Service ItemΒΆ

A Request created using a Service Item has the following characteristics:

  • It has pre-filled information.

  • It has dedicated Workflow and SLA.

  • It has its own Approval Workflow.

  • It has defined Task/Tasks, and Tasks are sometimes divided into stages.

Based on the set Use Case, we have done the following things:

In the previous section, we had created a Service Item called Employee On-Boarding (Marketing). In this section, we will show you how it is used by Requestors in creating on-board Requests.

A person from the HR dept has initiated the on-boarding process of a new employee in the Marketing dept. Now he wants to create the credentials for the new employee. He goes to the Customer Portal to use a Service Item.

  • He logs into the Customer Portal and clicks on Service Catalog.

figure 25

  • He clicks the Human Resource category and selects the Employee On-Boarding (Marketing) item.

figure 27

  • A form opens where he completes the fields and creates a Request.

figure 28

A Request is created on the Technician Portal where a Technician is assigned based on the defined Workflow.

figure 29

The request will have Source: Service Catalog.

figure 26

A Technician can also access and use the Service Catalog from the Technician Portal.

figure 30