Service Request with Approvals

How to create Service Request which requires Approval and once approved create Tasks or assignments.
New Hire Request is submitted which requires HR approval. Once approved it creates 3 tasks
New Employee – Create AD account
New Employee – Configure laptop
New Employee – Office

Primary steps is to create a service request, followed by approval. This is an overview.

Step 1:  Create Templates. Every service request requires at least one Incident and 1 Request detail template and number of task templates depending on requirement

  1. Login as Remedyforce administrator
  2. Go to Administration > Configure Application > Templates
  3. Create 1 Incident Template say SR-INC-New Hire Request, populate queue, description and other required fields.
  4. Create 1 Request Detail say Name SR-New Hire Request , map Incident Templates as SR-INC-New Hire Request
  5. Create 3 task templates
    New Employee – Create AD account
    New Employee – Configure laptop
    New Employee – Office

Step 2: Create Service Request form

  1. Login as Remedyforce administrator
  2. Go to Administration > Configure Application > Request Definition
  3. Give name , Service- Service offering (come from business service in CMDB), Pick category where this would be listed , select Incident Template, Service Request Template
  4.  Make it online , this will make it visible
  5. Check “Automatically Submit for Approval”
  6. Save
  7. Under fulfillment tab
  8. Add 3 task templates
    New Employee – Create AD account
    New Employee – Configure laptop
    New Employee – Office
  9. Save
  10. Add Questions  to form from “Inputs tab”
  11. If you would like to spun specific task only when question’s answer is Yes or NO then use “Invoke template” option
    Example- create Configure laptop only when Laptop needed answer is yes
    In this case Invoke and map yes to Task template name New Employee – Configure laptop
  1. Save the form
  2. If you would like to pass information from service request form to any field use mapping under “Fulfilment tab – map User Inputs to Templete fields” This would be covered in another blog in detail
  3. Save the form

Step 3: Create approval process – we will cover detail approval process in another blog

  1. Create approval process like below.

approval.png

2. Most Important step to trigger task once Service request  is approved. You need to have “Field Update” to check “Approved” check box to “ True”. This will trigger the tasks  once SR is approved. If you forget to check this box no task would be created 

SR Approval 2.JPG

SR approval 3.JPG

Hope this gives you a good starting point. See Service Request section for more tips.

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