Workflows for service fulfillment
Service catalog administrators and internal service suppliers can create workflows that send actions to fulfill service requests through connected systems, such as BMC Remedy ITSM, BMC Client Management, TrueSight Orchestration (formerly Atrium Orchestrator), Flexera App Portal, Amazon Web Services, and other connected service providers. Additionally, a generic connector for integrating with any application enables web service access through REST API calls.
After you add the catalog profile details to a service, you can create a workflow in the workflow designer, which is a visual tool based on Business Process Model and Notation 2.0 (BPMN) standards.
You start creating a workflow by dragging and dropping workflow elements onto the canvas, and configuring the required process details. You can design custom workflows to be simple or complex, using conditions that add or remove questions based on the end-user's responses to the service questionnaire.
The following animated video shows an example of how you would create a process workflow:
When you design a workflow, create the process inputs first. You can attach each process input to a process question that can receive its value from a user question or a default value. By using process variables, you can attach the same workflow to different services, and still provide specific information based on the service.
Review the following sections to learn how to design and build basic process workflows.
Calling a custom approval process
Using Set Service Request Status in a workflow
Designing a workflow to send notifications
Setting the service request status
Designing a workflow to remove a service request from the My Stuff page
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