Request Fulfillment process flow

The Request Fulfillment process flow in Service Manager is as follows.

Generic Request workflow

This workflow addresses the request fulfillment process. Its associated request category is “Generic Request.”

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)`

Order workflow

The order workflow is used for purchase and stock management in Request Fulfillment application. Its associated request category is “Order.”

Request task workflows

The following is the request task workflow without CMDB update. Its associated request task category is “Labor.”

The following is the request task workflow with CMDB update. Its associated request task categories are “Purchase,” “Reservation,” “Installation,” and “Uninstallation.”