CA Service Management

  • 1.  Multiple Option Groups to the same offering?

    Posted 12-18-2014 02:18 AM

    Hi!

    I hope someone out there can help us with this problem.

    When we connect multiple Option Groups to the same offering, one Change Order is created in the SDM, for the entire Service Catalog order, which is what we want. The catalog, however, interprets that the order consists of multiple cases. When the Change Order is finished, only parts of the order terminates, in the Service Catalogue, which therefore never closes. Is there any solution to this?

    Thanks in advance!



  • 2.  Re: Multiple Option Groups to the same offering?

    Posted 01-05-2015 11:58 AM

    Hi Carina,

    I am tempted to say that maybe an automated proess may not be executing correctly. There is a process that SDM normally fires to tell catalog that the fulfilment actions are complete and to Complete the catalog request status. However it might be better if can you provide some additional information about what the offering is and the option groups that you have associated with it. Also it would be useful to understand if you are using the out of the box integration between SDM and Service Catalog.  Normally when the offering is requested in the catalog, the integration will create Change Orders in SDM for all the fulfilment items (i.e. the selected option groups). Once each of these change orders are marked completed then as the last step the catalog request status is marked as complete.

    Regards Kulvinder



  • 3.  Re: Multiple Option Groups to the same offering?

    Posted 01-14-2015 06:15 AM

    Hi

    We have tried to set up our own configuration because we want the catalog to create only one change order in the SDM even though it consists of items from different option groups.

    An example: One option group with different Computer models. The other with accessories to the computer (mouse, keyboard...).We put them in the same offering. It generates one ID in the catalog and one Change Order in the SDM. So far, so good

    The problem is that we feel like the SC expects the SDM to return a closure to all of the options, as you said. As it only creats one change order per ID we want it to be enough with just that one to close it all.

     

    Do you think it´s possible? Do you know how?

    We have tried to visualize it

    Offering computer.jpg