Request offering field not appearing in business rule notification if they service request is created via the full client rather than if the service request is created from self service. in ITSM 7.x

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    Details

    Request offering field not appearing in business rule notification if they service request is created via the full client rather than if the service request is created from self service. in ITSM 7.x


    Resolution

     

    A business rule that sends the notification is instantaneous so the service request workflow does not have a chance to complete before the business rule fires within the full client. So the request offering field is not written to the database. Since request offering are web based, in self service the workflow gets to fire first and complete before the business rule fires off so the request offering field gets to be written to the database. Suggest to customer to add a hidden logic field on request offering form set it to true.  Have a similar field on the service req object and this field be updated via request offering workflow. The business rule should trigger off this logic field which guarantees to fire the business rule after the request offering workflow is completed.