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Fulfilling Catalog Tasks in the Workspace

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In this lesson, you will learn:

  • Where fulfillers find their tasks
  • What they see on a task
  • Work notes versus comments
  • How to test the task end to end

🔁 Quick look back: Last time: Employee Center as the SNWR Front Door. You learned how Employee Center topics put SNWR’s catalog items and articles where employees look.

1 “What size did he order?”

Desktop Support opens their first catalog task.

  • They can’t see which monitor Sam chose.
  • They email Sam to ask.
  • Sam doesn’t know anyone is working on it.

🎯 The problem: If fulfillers can’t see the order, or can’t update the requester, delivery slows down.

👉 The fix: work tasks in the workspace, where the order’s answers and the comments are in one place.

2 A task in the workspace

SCTASK0010022 in Service Operations Workspace. Short description: Deliver and set up monitor. Assignment group: SNWR Desktop Support. Requested for: Sam Lee, Mumbai HQ. Variables: monitor size 32 inches, approved by Beth. Comment to Sam: Your monitor is on its way. We'll set it up tomorrow at 10:00. Notes: 1 The order's answers show on the task. 2 Comments reach Sam; work notes stay inside IT. 3 Close the task when it's done.
Figure 1. Everything Desktop Support needs, in one place.

3 Talking to the requester

Field Who sees it
Additional comments Sam, on his request in Employee Center
Work notes Only IT

💡 Good to know: Every comment should tell Sam what happens next, and when.

📝 Note: Check how comments on a task reach the requester on your instance. If they don’t show, the team comments on the RITM instead.

4 Let’s try it: work the task end to end

  1. Order a monitor as Sam, and approve it as Beth, so a catalog task like SCTASK0010022 is created.
  2. Impersonate a Desktop Support member. Open Service Operations Workspace and find the task in the list.
  3. Check the order’s answers show. Add a work note, then a comment to Sam.
  4. Impersonate Sam. Open his request in Employee Center and check he sees the comment, not the work note.
  5. Back as Desktop Support, close the task. Check the RITM and REQ close.

5 Quick recap

  • Fulfillers work catalog tasks in Service Operations Workspace
  • The order’s answers show on the task
  • Comments reach the requester; work notes stay in IT
  • Every comment says what’s next and when
  • Closing the task closes the RITM and REQ

6 Check yourself

Think of your answer first. Then tap to check.

1 Where does Desktop Support see which monitor Sam chose? Show answer

In the variables on the catalog task.

2 Comment or work note: which does Sam see? Show answer

The comment.

3 What should every comment to Sam say? Show answer

What happens next, and when.

4 The task closes. What happens next? Show answer

The RITM closes, then the REQ.

Nice work! You tested a task from order to close. 🎉
Next up: The Service Catalog API

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