9 Replies Latest reply on Aug 27, 2019 1:15 PM by rodrigo barcat

    Launch another SR from an SR

    T. D.
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      I am fairly certain I know the answer to my question, but I want to ask.

       

      If a user is filling out an SR, for example: New Hire and the user clicks SUBMIT, is there a way to launch another SR - for example Cell Phone request.

       

      We are running 9.1.04 patch 2 and are using Service Request Management.

       

      Thanks!

        • 1. Re: Launch another SR from an SR
          Ankit Tiwari

          I think no but you can make use of nested questions and conditional PDT if you want to use another PDT.

           

          Regards,

          Ankit

          • 2. Re: Launch another SR from an SR
            Carl Wilson

            Hi,

            you can make use of the Cart functionality to "group" the requests together but there is no OOB way to launch one SR after another has been completed.

            For these types of requests, normally there is one SRD that branches and sub nests various AOT's or PDT's, but this can get quite complicated.

            DWP Catalog does handle this functionality as "bundles", but I don't think there is a plan to port this backwards to SRM - so the Cart functionality is the closest to this in SRM.

             

            Cheers

            Carl

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            • 3. Re: Launch another SR from an SR
              T. D.

              I was thinking that this was not possible, thanks for the answer.

              • 4. Re: Launch another SR from an SR
                Sinisa Mikor

                While it is technically (almost?) impossible to submit Service Request from another Service Request, your example could be handled pretty easily within one SRD (e.g. you could add checkbox to request cell phone which could trigger separate work order before, in parallel, or after completion of primary AOT/PDT).  However, there would be no separate Service Requests, and any approvals would apply to the whole fullfilment process.

                • 5. Re: Launch another SR from an SR
                  T. D.

                  Sinisa,

                   

                  Thanks for your response.

                   

                  If I setup 8 separate work orders in the PDT can I not have approvals for only two of the work orders and not the remainder?

                   

                  Thanks!

                  • 6. Re: Launch another SR from an SR
                    Carl Wilson

                    Hi,

                    No, the Approval is tied to the SRD not the individual process components.

                    You could however setup a custom Approval that based on the selections (answers) generates Approvals based on the selections.

                    I have a customer that combines Incidents, Changes and Work Orders into the one SRD and if the process path is to an Incident, no Approvals are generated.

                     

                    Cheers

                    Carl

                    2 of 2 people found this helpful
                    • 7. Re: Launch another SR from an SR
                      Sinisa Mikor

                      Carl already stated that approvals are related to service request rather than to fulfillment process which also means that until its approval, no fulfillment process is started.

                       

                      It should be fairly simple to mimic simple approval requests (at least one approver must approve type) using additional work orders, though, as long as you don't mind not having records in approval forms and not being able to approve/reject via mail without some additional preparations.

                       

                      For example, you could add approval AOT/PDT followed by condition in front of every work order AOT/PDT which needs specific approval.  This approval AOT/PDT would contain regular work order assigned to (individual or group which should act as) approver who would have to change its status to either Completed or Rejected, then status of approval work order would be used as condition for executing or bypassing (original) work order which needs that approval.  In your case, if approvals can be shared between work orders, you could put both in the same conditional branch, thus avoiding unnecessary double approval.

                       

                      If multilevel approval is necessary, simply repeat level n approval AOT/PDT, condition sequence as many time as necessary.  In theory, more complicated approval rules should be possible (e.g. three out of five must approve, only one may reject) if appropriate PDTs were used.

                      1 of 1 people found this helpful
                      • 8. Re: Launch another SR from an SR
                        T. D.

                        Sinisa, thank you for your response.

                         

                        I have an SR with a PDT. The PDT creates a Work Order, when that Work Order is Completed the system launches 8 separate Work Orders. This works perfectly.

                         

                        Out of those 8 Work Orders that get created I want only one of them to require an approval. How can I do this?

                         

                        I know how to setup an Approval for an SR.

                         

                        Thanks!

                        1 of 1 people found this helpful
                        • 9. Re: Launch another SR from an SR
                          rodrigo barcat

                          Hi T. D.

                           

                          In the past I have used this doc to create an approval into WorkOrder. Maybe helps you

                           

                          https://docs.bmc.com/docs/ars8000/integrating-approval-server-with-an-application-149490430.html