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    SRM Request vs. DWP Catalog Request

    Christoph Klapetke


      we have multiple input channels for users to create tickets. The users can write an email, can call our service desk and also can use Digital Workplace.

      I have configured that each ticket which will be created directly in the backend process Incident/Change/Work Order also creates an associated service request.

      That´s fine, because the customers always have a single point of contact ticket for each ticket type.

      But now I have also published some Digital Workplace Catalog services which creates their own service request. Therefore I have now two different Request IDs. The SRM REQ and the DWP REQ.

      I know this currently works as designed, but the question is how can I prevent that a SRM Request will be created when I also have a DWP Request?

      Any approach for a customizing?




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