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An active service process is available to requestors through its configured channels. At runtime, the service process collects request information, creates a process type record, supports editing during specified fulfillment statuses, and runs the associated automation.
| Unified Catalog Editions and Permissions. |
After activation, the service process is available to requestors through its configured Unified Catalog app or portal. When a requestor submits the intake form, the service process collects the required attributes and context. It creates a Case, Incident, or Service Request record based on the configured process type.
If an admin configures attributes for editing after submission, requestors, fulfillers, or both update the attribute values according to the Edit Access setting. Service designers select the fulfillment statuses during which each attribute is editable. Requestors select Update Request from the Actions menu on the catalog request record page. Update Request is available only during the fulfillment statuses that the service designer configured for editing the submitted intake form.
See Service Process Builder Components and Unified Catalog Process Types: Case, Incident, and Service Request.
At runtime, custom flows call configured invocable actions to manage service catalog request data. The Create Service Catalog Request dynamic action creates or updates a request for a specific service process. The Create Catalog Request Event generic action creates or updates a request from a service process definition request. The Get Service Process Details action retrieves attributes and related products from an existing request for later processing. See Create Service Catalog Request Action, Create Catalog Request Event Action, and Get Service Process Details Action.
An associated fulfillment flow uses request details to process fulfillment work. Assignment rules route the process type record to a fulfillment team when the rules are configured. A linked action plan template and its trigger generate tasks, deadlines, and owners.
For Service Request records, associated service-level agreements (SLAs) and milestones track time-based targets.
See Action Plans and Service Processes and Apply Service-Level Agreements and Milestones to Service Requests.
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