How to create or edit a fulfillment plan

A fulfillment plan determines what needs to be done so that a request for an offering can be fulfilled. The fulfillment plan combines user options and the task plans.

To define a fulfillment plan:

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Create a fulfillment plan or select an existing one.

If you select an existing fulfillment plan, skip to the next step.

To create a fulfillment plan, from the main menu, select Plan > Service Catalog > Fulfillment Plans.
- For a service offering, click New service plan on the toolbar.
- For a support offering, click New support plan on the toolbar.
On the page that opens, enter a name and description for the plan.
Save the plan.

To open, join, or view a discussion or to view or post comments, click the Discussions tab. For more information, see Discussions.

To view changes or updates made to the record, click the History tab. For more information, see History.

(Optional) Define user options

Click the User options tab to view and edit the user options for the fulfillment plan. This information links the offering to its task flows, enabling fulfillment of the request.

Click New field to add a field.

The properties for each field are shown in the right pane.

Property	Description
Name	The name of the user option. Note The name: must start with an upper case letter may contain alphanumeric characters only (A-Z, a-z, 0-9) may not contain spaces must end with _c. This suffix is added automatically. You do not need to enter it manually.
Display name	The display name of the field in the Service Management user interface.
Field type	The field type: String. A textual value. Boolean. A true or false value. Numeric. A numeric value. List. A list of values. Select a predefined list, or click Add to define a new list. Edit the list's items if desired. When List is selected, the List order field appears. Select Alphabetical to sort the list alphabetically, or Ordinal to sort the list by the user-defined order. For more information, see Create or edit a list in the User Options tab. For editable lists, you can edit the list items here. For more information, see Lists. Date. A date value. Rich text. A value in rich text format. DateTime. A value with date and time.
Field size	The size of the field in the Service Management user interface. Select Medium or Large. In the Service Portal, all fields are displayed as a fixed size, one field per line, regardless of the selected field size.
Required	Determines whether the field is mandatory or not. That is, if selected, the user must fill in a value for this field.
Visibility	Defines where the user option in the offering is visible: Agent. The user option is visible in Service Management, for internal use only. For example, the value for this user option might be calculated based on the values of other details that the Service Portal user entered when opening a request. User. The user option is visible both in the Service Portal, and internally in Service Management.

Repeat for each new field.
Click the Move Up and Move down buttons on the toolbar to determine the order in which the user options should be displayed.

(Optional) Create a task plan for processing the fulfillment plan

A task plan is a flow of tasks in each phase of the record workflow that needs to be completed before moving to the next phase. The flow may include automated tasks, manual tasks, and decisions that need to be made by the system to determine which path of the task flow to follow.

The task plan that you define in a fulfillment plan is cloned to any offering that uses the fulfillment plan.

For more information about building a task plan for the fulfillment plan, see How to build a task/approval plan.

Save the fulfillment plan.

You can edit multiple records simultaneously by selecting them in the grid and updating them in the Preview pane on the right. For more information, see Mass update.