Define a service fulfillment step
Define how a catalog item request should be fulfilled by creating simple service fulfillment steps.
Before you begin
Role required: catalog_builder_editor or catalog_admin or admin
About this task
To configure fulfillment steps while creating a catalog item, associate it with a Workflow Studio flow that supports service fulfillment steps.
Fulfillment process can contain multiple steps. These steps can run sequentially or can be grouped to run in parallel.
The following video demonstrates how business owners can define the fulfillment process of catalog items using service fulfillment steps.
[Omitted video] Description: Demonstrates how business owners can define the fulfillment process of catalog items using service fulfillment steps.
Procedure
In the Fulfillment step of creating a catalog item, for the Selected flow field, select a flow that supports service fulfillment steps.
In the Steps region, perform one of the following:
To create a task, click Add task.
- On the form, fill in the fields.
| Field | Description |
|---|---|
| Task | |
| Short description | Brief description of the task. It appears in the Steps region. |
| Description | Detailed description of the task. |
| Assignment group | User group that the task should be assigned to. |
| Assigned to | User for which the task is assigned. |
| Priority | Priority of the task. |
| When to run | |
| Sequence | Sequence of this step relative to the previous step. Possible options are:
|
| Condition | Condition that defines whether the step must run. The options on which a condition can be applied are the questions that are available on the catalog item for which you’re creating the service fulfillment steps. For information on questions, see the Create a catalog item using a template topic. |
2. Click **Add**.
2. To create a custom approval and define who can approve the step, perform the following:
1. From the list beside **Add task**, click **Custom approval**.
2. On the form, fill in the fields.
| Field | Description |
|---|---|
| Custom approval | |
| Users | Users that can approve this step. |
| Groups | User groups that can approve this step. |
| Approval type | Type of the required approval.- All approve: The step is approved only when all assigned users and user groups approve. - Anyone approves: The step is approved when any of the assigned users or any user from the assigned user groups approve. |
| When to run | |
| Sequence | Sequence of this step relative to the previous step. Possible options are:
|
| Condition | Condition that defines whether the step must run. The options on which a condition can be applied are the questions that are available on the catalog item for which you’re creating the service fulfillment steps. For information on questions, see the Create a catalog item using a template topic. |
3. Click **Add**.
3. To create a manager approval and define who can approve this step, perform the following:
1. From the list beside **Add task**, click **Manager approval**.
2. On the form, fill in the fields.
| Field | Description |
|---|---|
| When to run | |
| Sequence | Sequence of this step relative to the previous step. Possible options are:
|
| Condition | Condition that defines whether the step must run. The options on which a condition can be applied are the questions that are available on the catalog item for which you’re creating the service fulfillment steps. For information on questions, see the Create a catalog item using a template topic. |
3. Click **Add**.
Service fulfillment steps.
In the Estimated time to deliver region, for the Days field, specify the time by which the RITM should be fulfilled.
The due date is calculated based on when the service fulfillment flow is triggered.
To edit a step, click the edit icon (
Edit icon.\).
- To delete a step, click the delete icon (
Delete icon.\).
To rearrange steps, drag the steps.
To group steps together, perform one of the following tasks.
- Drag a step and drop it on another step or group of steps.
- To group this step with the previous step or group, click the merge icon (
Merge icon.\).
Merged service fulfillment steps.
To separate a step from a group of steps, perform one of the following tasks.
- Click the separate icon (
Separate icon.\). The step is placed after the group.
- Drag a step out of the group and drop it at a location of your choice.
**Note:**
When setting up fulfillment steps for catalog items, you can organize them into dynamic stages, each containing one or more steps. This structure supports drag-and-drop, merge, and separation features while enabling efficient grouping.
To add a stage, simply select the **Add stage** button that appears between steps.
Parent Topic:Create a catalog item using a template