Service request approval and fulfillment
Service Catalog can be configured to initiate a workflow for each service request. The workflow specified drives the approval and fulfillment process for the request.
A service request initiated via a Service Catalog catalog
request by a customer, will have the customer information automatically
included in the service request, based on the information from the
Customer/Vendor field on the users Person record. This restricts visibility
of this service request to service provider users with the authority
to work with records associated with that customer.
Note: A user that
does not have any customer restrictions on security groups for which he/she
is a member, is allowed to view data for all customers. For example,
an administrator installing the Control Desk.
The approval and fulfillment process varies depending on the workflow option selected. Service Catalog includes two configurable workflow options:
- Default workflow
- Response plan workflow