Fulfillment is required for each service option included in the services in a request. When the status of a service option is set to Pending Fulfillment, it enters the fulfillment phase. When the status is set to Fulfilled or Fulfillment Cancelled the service option leaves the fulfillment phase. For each service Approval Process setting, the fulfillment phase of the requested service options can be managed separately.
When you choose options that cause the status of the requested service options to be set to Pending Fulfillment, the fulfillment process must be managed by a Workflow process definition. Several process definitions manage the fulfillment process. These process definitions and associated event rules support three different approaches to fulfillment.
These fulfillment options may fit your business processes exactly but it is more likely that you alter the distributed components to more accurately fit your business processes. Before altering the existing components or adding to them, it is important to understand what they do.
Note: Enabling all the rules related to all three options is not recommended, becasue the three fulfillment options overlap.
The Complex Fulfillment process takes into account the current status value of the service option, and new status being assigned to determine the next step in the fulfillment process. It supports major fulfillment phases related to:
The Simple Fulfillment process notifies the appropriate fulfillment personnel that the item needs to be fulfilled with no special regard for fulfillment phases.
CA Service Desk Manager Request Fulfillment
The CA Service Desk Manager Request Fulfillment process opens a CA Service Desk Manager request, notifies the appropriate fulfillment personnel that the service option needs to be fulfilled and leaves the fulfillment process up to the CA Service Desk Manager request logic.
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