Use > Request Fulfillment > Request Fulfillment workflows and user tasks > Examples: Request Workflow

Examples: request workflows

The following examples demonstrates the minimum needed steps to complete the out-of-box request workflows.

Request workflow

Phase User Actions Options
Logging
  1. Enter a title in the Title field.
  2. Provide a description of the request in the Description field.

  3. Click the Fill button for Requestor, and then select the requester.

    Note The assignment group is pre-filled by the out-of-box assignment rule automatically.

  4. Select the Impact for this request.
  5. Select the Urgency for this request.
  6. Specify other fields such as Affected CI and Affected Service according to your business needs.

  7. Click Save.

  8. Select an expected date to finish the request on behalf of the requester if the request is not created from a service catalog request.

    Note If the user has selected the delivery target when ordering the service item or bundle, the expected finish date is automatically filled by the system.

This is the first phase when you create a new request (Request Fulfillment > Create New Request) based on a category or request model that uses the "Request" workflow.

You create a request by selecting a category or a request model, depending on the "Select on Open" setting in Request Fulfillment > Administration > Settings.

Tip If you are creating a new request based on request models, you can use the search function on the form to quickly locate the request model that you want to use.
Authorization

  1. Click the Submit for Approval button.

    Note In the out-of-box system, no approval definition is defined in the Authorization phase, so after you click Submit for Approval, the request will directly go to the Fulfillment phase.

    System administrators can add approval definitions in the Authorization phase based on business needs.

    If approvals are defined in the Authorization phase, the request will be in pending approval status and the request form cannot be edited until the request is approved or denied.

    When the request is approved, it automatically moves to the Fulfillment phase; when request is denied, it automatically moves back to the Logging phase.

By default, if a request is denied and is not updated after seven days, the request will be automatically closed with the "Denied request fulfillment" closure code.

Tip System administrators can edit the "rm.close.denied.request" rule set to define the days to automatically close the denied requests.
Fulfillment
  1. Update the request record as necessary based on your fulfillment actions and progress.
  2. If request tasks are defined in the Fulfillment phase, complete the request tasks as required.

Note In the Fulfillment phase, you can suspend the request. For more information, see Suspend a request.
Review

  1. Click the Review button after all the request tasks defined in the Fulfillment phase are completed.

  2. Review and update the information in the request.

From the Review phase, you can also return to the Fulfillment phase by clicking the Back to Fulfill button.
Closure
  1. Click the Close button.
  2. Enter or change the subcategory for the request.
  3. Select the appropriate closure code.

  4. Enter the closure comments.

  5. Click Finish.

From the Closure phase, if you have the "Reopen" right in the "Request" area, you can click the Reopen button to reopen the closed request. After you click Reopen, the request is moved back to the Review phase.

Note You can create a request task by using the task planner in the Tasks section. All tasks must be closed before you can close a request. For more information about how to create a request task, see Create a request task.

Order workflow

Phase User Actions Options
Order
  1. Enter a title in the Title field.
  2. Provide a description of the request in the Description field.

  3. Click the Fill button for Requestor to select the requester.

    Note The assignment group is pre-filled by the out-of-box assignment rule automatically.

  4. Select a value in the Impact field.
  5. Select a value in the Urgency field.
  6. Select an expected date to finish the request.
  7. If necessary, set other fields for this request, and then click Save.

  8. Select an expected date to finish the request on behalf of the requester if the request is not created from a service catalog request, and then click Save.

    Note If the user has selected the delivery target when ordering the service item or bundle, the expected finish date is automatically filled by the system.

  9. Finish the purchase task associated with the request.

This is the first phase when you create a new request (Request Fulfillment > Create New Request) based on a category or request model that uses the "Order" workflow.

You can create a request by selecting a category or a request model, depending on the "Select on Open" setting in Request Fulfillment > Administration > Settings.

Tip If you are creating a new request based on request models, you can use the search function on the form to quickly locate the request model that you want to use.

Note If you use the "Order" request model, a purchase task is automatically created as defined in the task plan.
Closure
  1. Click the Close button.
  2. Enter or change the subcategory for the request.
  3. Select the appropriate closure code.

  4. Enter the closure comments.

  5. Click Finish.
  

Tip To check the activity log for a request record, go to the Activities section of the record. The Activities section enables you to enter new updates or view journal updates and logged activities (such as "Open" and "Update") for a record.