I have already implemented a similar thing in ITSP 3 Request Management and
ITSM 7 SRM 2.2
*Option 1: SRM 2.2 OOB Solution *
Create a Service Request Process
1. Service Catalog: Computer Requests --- Laptop ---- Order a New Laptop
2. Work Order with 2 Tasks:
Task 1: Get Approval from Manager
Task 2: Order Laptop
Task 3: Deliver Laptop to the user
All the above tasks are in sequence and each task is dependent on its
predecessor.
*Option 2: SRM 2.2 Custom Workflow*
You can automate the Approval Process if you are creating the above Service
Request Process using the Advanced Form (Needs additional Workflow).
1. Create a Service Request Process with an Advanced Interface Form.
2. On the Advanced Interface Form, provide the list of the available
laptops from your product catalog.
3. Before the Request is submitted, get the Manager info from CTM:People
and validate the information.
4. After the Request is submitted (you will need to add workflow that
will set a flag on the Advanced Form after the Request is submitted), send
an email (HTML formatted) to the manager . On this template, provide a
hyperlink "I Approve" and "I Reject". Clicking on this hyperlink will send
an email to Remedy. Parse the Request Number from the subject line, if
approved, close the Task # 1, if Rejected cancel the Request.
Let me know if I can be further assistance.
Thanks
Mahesh
On Sat, Nov 1, 2008 at 6:52 AM, Toby White <[EMAIL PROTECTED]> wrote:
> ** Hi Remedy people,
>
> One company asked me if it is possible to create an intranet shop using
> Remedy.
>
> How it should work -
>
> 1) An employee needs a new laptop. He goes to his intranet page linked to
> mid-tier.
> 2) On the midtier he finds a catalog of laptops and chooses one of them.
> 3) Remedy sends an email to the employee's manager asking to accept or
> reject employee's request.
> 4) Using a digital signature (maybe not, if too complicated) manager
> accepts employee's request.
> 5) An email goes to procurement department asking to supply a laptop to the
> employee.
>
> I know that it is possible to develop such a system, but my question is -
> is it possible to configure ITSM 7 to provide this functionality.
> My main concern is "catalog of laptops" - decision tree functionality is
> not enough for this purpose i think.
>
> Thanks.
>
> Regards,
> Toby
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