01-16-2014 01:02 AM
I don’t know if anything have the same ‘problem’ :
I use SRC Catalog from this 1/1 in production (only for service request). (version 9.32)
If the customer use the catalog, his request open a interaction and automatically a related change (with some change-task).
But some customers also call directly the service-desk for their requests.
The service-desk encode the SD and ideally should be able to bind the SD with the correct item catalog and escalate the request to a change (with the correct template task).
(the list item ordered must be correct)
It’s not possible out-of-the box.
Do you have any ideas of solution to this ?
Thank you very much.
01-16-2014 03:08 AM
It's not ideal solution, but maybe your SD could log in to SRC and create a "proper" catalog request for your customer. And after that, link the "original" SD ticket and this SRC request SD ticket as a related record. (I don't if this offends the SD processes you have and is this allowed, but I'm trying to find another solution than to modify SRC-SM-solution itself.)
If the number of out-of-SRC is not large, I'd rather do a process change for a single customer than trying to modify HP & SRC to support a non-OOB feature. That's my view!
I skip the thread every time 1) word "urgent" is used or 2) an old thread has been hijacked.
01-16-2014 05:21 PM - edited 01-16-2014 05:22 PM
A service desk user can invoke Service Catalog when logging an interaction using the More Actions > Order from Service Catalog option. It is out-of-box. The operator is then prompted to select the desired catalog item, complete required options, and save. At that point, normal approvals processing occurs and escalation for fulfillment executes after approval.