1 2 Previous Next 18 Replies Latest reply on Feb 14, 2019 3:45 AM by Martin Penev

    SRM Request vs. DWP Catalog Request

    Christoph Klapetke
      Share This:

      Hi,

      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?

       

      Thanks

      Christoph

        1 2 Previous Next