Create a new catalog workflow

You can create service catalog workflows to drive catalog request fulfillment. When you create a catalog workflow, you should define the workflow fields and activities, and publish the workflow.

About this task

To create a service catalog workflow to fulfill a laptop request:

Procedure

  1. Navigate to Workflow > Workflow Editor
  2. Select New.
    Figure 1. Service catalog workflow form
  3. Fill in the field as appropriate.
    Field Input value
    Name Laptop Fulfilment
    Table Requested Item [sc_req_item]

    Please keep the following information in mind:

    • Workflows on the Service Catalog Requested Item [sc_req_item] table should fulfill the request of a single catalog item. Each requested item can trigger its own fulfillment workflow, which runs when those specific items are ordered. We recommend you use this table for workflows for requested items.
      Note: To enable approval-type workflows to operate smoothly, make sure that the appropriate users have the correct role, and that the role grants access to the necessary tables for users in all the relevant departments and domains.
    • Use caution when using before query business rules, as they can also restrict access to the sc_req_item record.
    • Workflows on the Request [sc_request] table always run when a service catalog request is made, regardless of what item was ordered. These workflows usually control the entire request process, which may involve delivering several parts (the request items). So Request table workflows are not usually assigned to a specific item from the maintain item form. If you do use the Request table for service catalog requests, you should add conditions to the workflow to make sure it only runs when the correct item is requested.
    Expected time Days 7 Hours 00:00:00. Because workflows cannot calculate the end time (not all of the activities within the workflow have defined times), the Expected time on the workflow becomes the Delivery Time on the catalog request.

    Note:When both Expected time and Schedule are filled in, the catalog delivery time is then calculated based on the combination of both. For example, if you put 2 days as Expected time, it is calculated as 48 hours. If you then add a schedule that define a work day as 8 hours, the delivery time becomes 48 / 8 = 6 days. If your schedule excludes weekends, the calculation will also add 2 days for the weekend, making the delivery time 8 days.

    Schedule 8-5 weekdays.
    Timezone US/Pacific. The timezone that the schedule applies to.
    Description A workflow for the fulfillment of laptop requests.
  4. Click Submit.
    Figure 2. Service catalog workflow form Activities
    A graphical representation of the new workflow displays with an Activities pane on the right.

What to do next

After creating a workflow, attach it to any catalog item in the Workflow reference field on the item form.