Using CA Service Catalog for Catalog Users › Handle Requests Pending Action › Fulfill Other Users' Requests Pending Action

Fulfill Other Users' Requests Pending Action

Fulfilling requests pending action is the final essential step in the process of managing requests from creation through fulfillment. All CA Service Catalog users can fulfill their own requests pending action; that is, requests in their own Requests Pending Action queue. However, only CA Service Catalog administrators and other users with the required access control setting can fulfill requests pending action assigned to other users. The following note explains the required access control setting.

Note: The access control option named Access Control: Proxy Action under Catalog, Configuration, Options, Request Management Configuration determines which roles have the ability to approve, reject, fulfill, or transfer requests pending action assigned to other users. For details, see the Set CA Service Catalog Configuration Options in the Implementation Guide.

Follow these steps:

1. Click Home, Requests.

   The Requests page appears.

   Note: If applicable, click the My Requests drop-down list on the Requests page. The Requests page can either display requests and the search box directly or provide access to them indirectly through the My Requests drop-down list. Administrators optionally configure the page to use either setup.

2. Search for requests, using the Advanced Search.
3. In the Query drop-down list, do the following:
   1. Ensure that Action Requests is selected.
   2. Optionally, in the Userid field, enter the user ID of interest.
   3. Click Search.

   The Search Results window appears, displaying all requests pending action.

4. Click the name of the request of interest to open it.

   The Requests Details window appears, displaying the details of the request you just opened.

5. View the details of requested services, including their statuses, focusing on the services whose fulfillment status you want to update.

   The status of each service option matches the status of the service during the fulfillment phase of the request life cycle.

   Note: Typically, the Status drop-down list includes several options; the names of these options and the order in which they appear are specified in the requestshared.xml file. To update the values and the order of the options in the Status drop-down list, modify the requestshared.xml file to include the status values you want in the order that you want them to appear. For details about modifying the requestshared.xml file, see the "Customizing" chapter of the Implementation Guide.

6. Click the alert status icon in the Actions column.

   The tool tip text for this icon is similar to the following: "Click to override pending action."

7. When prompted, confirm that you want to override a pending action not assigned to you.

   The Item Status drop-down list is enabled, meaning that you can now update the fulfillment status of the service.

8. If the request contains multiple services, click the alert status icon and enable the Item Status drop-down list for each service whose fulfillment status you want to update.

   Note: The status of each service option matches the status of the service during the fulfillment phase of the request life cycle.

9. Decide and select the next status for each service whose fulfillment status you want to update. Possible statuses include Check Availability, Pending Procurement, Ordered, Shipped, Being Staged, Fulfilled, and Fulfillment Cancelled. The exact statuses available may vary, based on the business processes of your service provider. Two significant statuses are Fulfilled and Fulfillment Cancelled, both of which end the fulfillment process for that service option.
   • If you are using CA APM and the service is eligible for asset assignment, select the available inventory of assets and assign one or more assets or indicate no assets are available for assignment. Using the assign assets functionality changes the status of the related service option.
   • If you are not using CA APM or the service is not eligible for asset assignment, in the Item Status drop-down list, select the appropriate status for each service that you are concerned with.
10. Optionally add notes or attachments as supporting documents.
11. When you are finished, click OK.

    You are returned to the Request Details window. If you return to the Pending Action list after all pending action assigned to you have been completed, the request is removed from your list. If the fulfillment task was assigned to more than one user or a group, once any assigned user completes that pending action, the request is removed from the Pending Action list for all assigned users. If the request contains multiple services, it is not removed until either all services are either fulfilled or have their fulfillment cancelled.

    Note: After you have indicated your fulfillment actions by changing the status of the services for which you were assigned a fulfillment task, your service provider's fulfillment processes may require additional fulfillment steps; in such cases, the next fulfiller is assigned a fulfillment task.