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Managing Request Fulfillments for Service Catalog Items

When a user orders an item from the Service Catalog, Alloy Navigator creates a Service Request and links the requested Service Catalog Item to it. This process requires that you set up the list of Request Fulfillments for all your Service Catalog Items.

ClosedClick here to view the workflow steps that Alloy Navigator takes when the user orders an item from the Service Catalog.

  1. The user chooses a Service Catalog Item and performs the Submit Request action. The Submit Request #131 action from the default workflow is a system Step Action for Service Catalog Items. Alloy Navigator relies on this system workflow item, so it cannot be deleted and its programming cannot be changed.

  2. The Submit Request action calls a Create Action for Service Requests. This Create Action corresponds to the Request Fulfillment for the ordered Service Catalog Item.

In the end, the system creates a Service Request record linked with the requested item.

Before you begin:

  • Each Request Fulfillment must have a corresponding Create Action for Service Requests. Make sure that you have Create Actions for all categories of Service Requests you want to include in your Service Catalog.

    NOTE: You manage Create Actions for Service Requests in the Workflow and Business Logic > Service Desk > Service Requests > Workflow > Actions > Create section. For details, see Configuring Create Actions.

To add a Request Fulfillment:

  1. Go to Workflow and Business Logic > Service Management > Service Catalog Items > Classification > Request Fulfillments.

  2. Click New. The New Service Catalog Item Request Fulfillment window opens.

  3. Type in a value. We recommend that you use the name of the Service Request Create Action as the Request Fulfillment value.

  4. In the Service Request Create Action list, select the Create Action for Service Requests that you have configured earlier.

  5. Keep the Active check box selected. Otherwise, this item will be disabled.

  6. Click OK.

You can rename Request Fulfillments or associate them with different Create Actions, if needed. However, we recommend that you use the name of the Service Request Create Action as the Request Fulfillment value. You can also disable or enable Request Fulfillments and delete items that are no longer needed.

Alloy Navigator's default workflow offers a number of Service Catalog Items (such as Password Reset, Network Share Access, Software Request, Account Modification, etc.), which are generally sufficient for many organizations. All Service Catalog Items have Request Fulfillments and Create Actions for submitting Service Requests.

If you need to add a new item for your Service Catalog, you will have to create a new Service Request category for that item, a new Create Action for submitting Service Requests of that category, and a new Request Fulfillment that links the new item to the new Action.

Related Information

Configuring Create Actions

Configuring Steps