Service catalog and requests · Autessa IT Desk
Request fulfillment
Autessa IT Desk includes request fulfillment: every order becomes a request (REQ) holding one requested item (RITM) per thing asked for, and each requested item is delivered by catalog tasks (SCTASK) created from a task template. Tasks can wait on each other, due dates count from a date on the form, and when the last task closes the item and the request close themselves.
The problem
A laptop request is really six jobs for three teams
Ordering, imaging, enrolling, installing software and handing over are separate steps, often for different people. Request fulfillment breaks each request into tracked tasks in the right order, so the requester sees progress and nothing is forgotten.
What you get
- Three record levels, ITIL style: Request (REQ), Requested item (RITM) and Catalog task (SCTASK), each with its own number.
- Requested item stages the requester sees: Waiting for approval, Being fulfilled, Completed, Not approved, Closed incomplete, Canceled.
- Task templates define the steps: order, due date offset in days from an anchor, assignment group or role, manual or automated, a runbook article and dependencies.
- A step can run only when an order answer matches, and a step can repeat for each app seat or each device a person holds.
- Waiting tasks start when the tasks they depend on close.
- Closing the last task completes the requested item, and the request follows when all of its items are done.
- The requested item shows the order form answers as a readable panel.
How it works
How does request fulfillment work in Autessa IT Desk?
Someone orders
An order from the Help Center (or an agent ordering on someone's behalf) creates a request and its requested items.
Approval, if needed
Requested items needing approval wait in Pending Approval until it is decided.
Tasks are created
The item's fulfillment template creates its catalog tasks, with groups, due dates and dependencies.
IT works the tasks
Agents and group members open each task, do the step and choose Closed Complete or Closed Incomplete.
It rolls up
When the last task closes, the requested item completes, the request closes, and the requester is told.
Every option
Request, item and task settings
| Option | What it does |
|---|---|
| Request and requested item states | Pending Approval, Open, Work in Progress, Closed Complete, Closed Incomplete, Canceled. |
| Catalog task states | Pending, Open, Work in Progress, Closed Complete, Closed Incomplete, Closed Skipped. |
| Template step: order | Position in the template. |
| Due (days from anchor) | Offset in days, before or after the anchor date. |
| Anchor date | Order date, start date or end date from the form. |
| Assignment | A group, or the person with a role. |
| Step kind | Manual or automated. |
| Depends on | Steps that must close first. |
| Only when | Runs only when a form answer equals a value. |
| Generator | One task per app seat or per device the person holds. |
| Runbook article | A knowledge article linked from the task. |
Permissions
Who can do what?
| Role | Can |
|---|---|
| IT agent | Work requests, requested items and catalog tasks, and order on someone's behalf. |
| Assignment-group member | Work catalog tasks assigned to their group, for example HR closing an onboarding step. |
| IT administrator | Build task templates and their steps. |
| Employee | See progress, stage and comments on their request in the Help Center. |
AI assist
How the IT Desk Assistant helps
Ask the IT Desk Assistant to show the catalog tasks waiting on your team, summarize where a request is stuck, or close a task with a note (closing asks you to confirm).
The assistant acts as you, with your role. It fills forms but never saves them, and anything risky waits for you to press Confirm.
About the IT Desk Assistant →Connected
How it connects to the rest of IT Desk
IT DESK FEATURE
Service catalog
Each catalog item names its fulfillment template.
IT DESK FEATURE
Approvals
Items wait for approval before any task opens.
IT DESK FEATURE
Onboarding and offboarding
Lifecycle templates are fulfillment templates with timed steps.
IT DESK FEATURE
SLA management
Requested items get a fulfillment SLA.
AUTESSA PRODUCT
Autessa Autodocs
Record a fulfillment step once in the browser and Autodocs turns it into a step-by-step guide and a workflow you can replay on the next request.
FAQ
Questions about request fulfillment
What is the difference between a request, a requested item and a catalog task?
A request is one order. It holds a requested item for each thing asked for, and each item is delivered through catalog tasks that IT works.
Do requests close themselves?
Yes. Closing the last catalog task completes the requested item, and the request closes once all of its items are done.
Can tasks run in order?
Yes. A step can depend on other steps; it waits as Pending and opens when they close.
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