Service Catalog and Request Management · Topic 3 of 3
Fulfillment Flows and Integrations
CIS-ITSM request fulfillment: Workflow Studio flows, approvals, catalog tasks, multi row variable sets, SLAs, Service Catalog API and spokes.
- 5 min
- Includes a diagram
- The fulfillment flow uses the Service Catalog trigger and runs once per requested item.
- Get Catalog Variables lets the flow read and branch on the requester's answers.
- Ask For Approval waits for the decision; a rejection should close the RITM as incomplete and notify the requester.
What it is
Fulfillment is what happens after the user clicks order. A flow built in Workflow Studio is attached to the catalog item and drives approvals, catalog tasks, stage updates and notifications for each requested item.
Integrations extend the catalog in two directions. Other systems and channels can place orders, and the flow can call other systems to do part of the work.
How it works
Attaching a flow to an item
Each catalog item names the flow that fulfills it. The flow uses the Service Catalog trigger, so it starts once for every requested item of that catalog item.
| Flow action | What it does |
|---|---|
| Get Catalog Variables | Reads the requester's answers from the requested item so later steps can use them |
| Ask For Approval | Creates approvals and waits for the result before continuing |
| Create Catalog Task | Creates an sc_task for a fulfillment group, and can wait until it is closed |
| Update Record | Changes fields, such as the RITM Stage or State |
Because the flow reads the variables, one flow can branch on the answers.
Approvals
Approvers can be named users, a group, or someone found from the record, such as the requester's manager. The flow then branches on the result, and a rejection path should close the requested item as incomplete and notify the requester.
Catalog tasks and sequencing
Each catalog task goes to the group that does that piece of work. Tasks can run in sequence, where the flow waits for one to close before creating the next, or in parallel when the work is independent.
| Requirement | Flow design |
|---|---|
| Desk setup must finish before the laptop is delivered | Create the first task, wait for it, then create the second |
| Network and facilities can work at the same time | Create both tasks without waiting between them |
| One task per person listed in a multi row variable set | Use a For Each over the set's rows and create a catalog task inside the loop |
The For Each pattern is the standard answer when the requester adds a variable number of rows and each row needs its own task.
Stages, delivery time and SLAs
The requested item's Stage field shows the requester where the order is, such as waiting for approval or fulfillment, and the flow updates it as it moves. The catalog item's Delivery time gives an expected delivery date for the order.
SLA definitions can be built on requested items and catalog tasks, because both extend Task. Use them when the customer has measured targets, for example a catalog task must be completed within a set number of business hours.
Integrations
| Integration | What it gives |
|---|---|
| Service Catalog REST API | An external application can browse items, add items to the cart, submit the cart or order an item now |
| Integration Hub spokes in a flow | The fulfillment flow calls another system, such as a directory to create an account, without writing code |
| MID Server | Lets a flow reach systems inside the customer network |
| Virtual Agent and Now Mobile | Users can order catalog items from chat or the mobile app as well as Employee Center |
How the exam asks about this
- "An HR system must place catalog orders automatically for new starters." Use the Service Catalog REST API to add items to the cart and submit, or order now.
- "Each user listed in the request needs a separate task for the access team." Loop with For Each over the multi row variable set rows and create one catalog task per row.
- "Account creation in the directory should happen without a person doing it." Call an Integration Hub spoke action from the fulfillment flow.
What to remember for the exam
- The fulfillment flow uses the Service Catalog trigger and runs once per requested item.
- Get Catalog Variables lets the flow read and branch on the requester's answers.
- Ask For Approval waits for the decision; a rejection should close the RITM as incomplete and notify the requester.
- Create Catalog Task assigns work to a group and can wait for it to close, which gives sequential tasks.
- A For Each over multi row variable set rows creates one catalog task per row.
- The Service Catalog REST API can add items to the cart and order now; spokes let the flow act on other systems.
Do not build one flow per variation of an item. Read the variables with Get Catalog Variables and branch inside a single flow, so there is one place to maintain the logic.
Common mistakes
Creating a fixed number of tasks for a variable list. If the requester can add any number of rows, a fixed set of task steps breaks. Loop over the rows with For Each.
Forgetting the rejection path. A flow that only handles approval leaves rejected requests open. Close the requested item and tell the requester when an approval is rejected.
Integrating by email or manual rekeying. When another system must place orders, the Service Catalog REST API is the supported route, and spokes are the route for the flow to update other systems.
Check yourself
How many flow runs start when a user orders three different items in one checkout?
Three, because the flow runs once per requested item and each RITM starts its own item's flow.
How do you make the second catalog task wait for the first?
Create the first task with the option to wait for completion, then create the second task after it in the flow.
Which integration lets an external application order an item now?
The Service Catalog REST API, which can add items to the cart, submit it, or order an item now.
Topic 3 of 3 in Service Catalog and Request Management
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