Default workflow
The Default Workflow provides a predefined set of steps for approving and fulfilling
service requests. This workflow uses configuration data specified at the both the organization level
and offering level. This section includes information about configuring the default
workflow.
Organizations options configuration
The Organizations application can be used to configure options to be used by the default workflow.
Offerings options configuration
The Offerings application allows you to override the workflow options specified at the organization level that are used by the default workflow.
Approval process
The approval process for each service request is dependent on the configuration options specified using the Organizations and Offerings applications.
Fulfillment process
Upon completion of the approval process, the default workflow invokes another workflow (PMSC_SR4) to initiate the fulfillment process.
Ticket Templates
You create and manage ticket templates that can be applied to common and high-volume ticket records saving time by letting the system populate values from the template into fields on the ticket.
Limitations