Configure Request Fulfillment

Creating a fulfillment flow is optional. If an external or back-office system can’t automate the fulfillment tasks for a service process request, you can use Case management capabilities. These capabilities help you to manually route a case to fulfill the request.

However, if an external or back-office system wants to automate the tasks required to fulfill a service process request, use record-triggered flows. We recommend these flows for designing the fulfillment flow.

You can use one of these flow types according to the complexity of a fulfillment flow:

• Record-Triggered Flow: Use this flow type for a simple straight-through service process request. For example, consider a Credit Card Blocking service process request. After the case is created, the system invokes a record-triggered flow. The flow first retrieves details from the case and the Service Catalog Request base and extended attributes. Next, the flow calls an external API to send this information to a banking system. Finally, the flow closes the case.
• Record-Triggered Orchestration Flow: Use this flow type if the service process is complex and requires multi-stage, multi-user, cross-department collaboration. Here are appropriate uses for this flow type:
  • Model complex workflows into work items.
  • Coordinate step-by-step activities.
  • Show team members where handoffs occur.
  • Support parallel workstreams.
  • Combine both automated actions and manual work items.