Items Requested Table
Use case
The Items Requested table acts as an intermediary table for the Service Request and Catalog Item tables. When users request items as part of a Service Request, they are creating new Item Requested records. These records represent the Items selected and their quantity for a particular request.
Record Creation
From a Service Request record, a user creates new Item Requested records for each Item desired in the embedded table view. After selecting the business service and service, in the Service Request record, clicking "Select Item" in the Items requested table presents the user with the new Item Requested form, which will be filtered based on the selected service to CI Types and Subtypes that were defined in the service.
The customer sees a very basic form to select the item desired.
Staff members fulfilling the request see further information. They may look up configuration items in stock to see if they can fulfill the request without ordering additional equipment.
The Choose an In Stock Configuration Item section allows the user or fulfilling staffer to select an existing Configuration Item from the CI table. The CIs available for selection are filtered to only in-stock Configuration Items that match the CI Type and CI Subtype for this Item Requested. The CI fields link the Item Requested to a physical, tracked asset (CI) rather than just the template description (Item), enabling greater control and accurate recordkeeping. If they find a matching item, they see a button to assign that item to the user who requested it.
If not, they can order the item and track its progress in the Status field:
Processing of Records
When it is necessary to order new items, the responsible person changes the status to Ordered, which sets the Date Ordered field.
Once the equipment is received, the status should be changed to Received, and at that point, a button becomes available to convert the item requested into a new configuration item:
Clicking the button brings up the new configuration item screen, with the details already mapped for the CI Type, CI Subtype, Catalog Item, and so on. The rest of the information can be filled out and saved.
Later, once the configuration item is set to a status of Installed, a rule on the CI table comes back to the source Item Requested and updates its Status to Installed.
Once completed, Item Requested records remain unchanged and stay linked to the Service Request. Since the Item Requested records are maintained separately from the Catalog Item records they were spawned from, they retain data that might change over time, such as Unit Price. Thus, even when the Catalog Items change, the Service Requests will always show Item data as it was at the time of the request.
Ownership
Item Requested records are "owned" by the Contact record whose Login matches the Creator Login field in the Item Requested. Since Items Requested are not maintained outside of a Service Request, the relevant ownership stems from the Service Request record.