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What Happens After You Activate a Service Process
After you activate a service process, the service process becomes available for use. The system applies its defined logic to manage incoming requests efficiently.
Service Process Availability and Intake
The service process is available to your requestors within the Unified Catalog app or portal. The active service process uses the defined Intake Form and Process Type (Case, Incident, or Service Request) when a requestor initiates a request. This service process setup makes sure that all necessary, structured information and required context are collected immediately at the point of submission. See Unified Catalog Process Types: Case, Incident, and Service Request.
Data Extraction by Using Invocable Action
When the intake flow runs, the system triggers the Get Service Process Details invocable action. This action automatically captures the specific attribute and product details entered during intake. See Get Service Process Details Action.
Fulfillment Orchestration and Tracking
Next, the system initiates the delivery workflow and oversight. The Fulfillment Flow uses the details retrieved by the invocable action to process the necessary work steps. Simultaneously, assignment rules route the record to the correct fulfillment team. Also, action plans apply to these processes that automatically generate a structured list of tasks, deadlines, and owners. See Action Plans and Service Processes.
For service requests, Service-level agreements (SLAs) and milestones apply to make sure strict tracking of time-based metrics. See Apply Service-Level Agreements and Milestones to Service Requests.
