Triggering a fulfillment process from a streamlined Service Desk interaction

You can trigger a fulfillment process when you create a Service Desk interaction record by selecting a category. When the fulfillment process is triggered, a fulfillment record is created and linked to the interaction.

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)`

Note The interactions that are in the "complaint" or "compliment" categories are handled in the Service Desk module without creating a new fulfillment record.

The following table describes the categories and their corresponding processes in the out-of-box system.

Interaction category	Fulfillment process to be triggered
incident	Incident Management
request for information	Request Fulfillment
problem	Problem Management
service request	Request Fulfillment
request for administration	Request Fulfillment
request for change	Change Management
service catalog	Service Catalog (Request a service catalog item or bundle) After you order an item or bundle, based on the connector definition of the ordered item or bundle, one or more fulfillment records are created and linked to the interaction.
support catalog	Support Catalog (Request a non-cart item) After you order a support catalog item, based on the connector definition of the ordered item, a fulfillment record is created and linked to the interaction.
complaint	Complaint process (the "Streamlined Complaint or Compliment" workflow) in Service Desk.
compliment	Compliment process (the "Streamlined Complaint or Compliment" workflow) in Service Desk

Interaction category

Fulfillment process to be triggered

incident

Incident Management

request for information

Request Fulfillment

problem

Problem Management

service request

Request Fulfillment

request for administration

Request Fulfillment

request for change

Change Management

service catalog

Service Catalog (Request a service catalog item or bundle)

After you order an item or bundle, based on the connector definition of the ordered item or bundle, one or more fulfillment records are created and linked to the interaction.

support catalog

Support Catalog (Request a non-cart item)

After you order a support catalog item, based on the connector definition of the ordered item, a fulfillment record is created and linked to the interaction.

complaint

Complaint process (the "Streamlined Complaint or Compliment" workflow) in Service Desk.

compliment

Compliment process (the "Streamlined Complaint or Compliment" workflow) in Service Desk

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