Define a service fulfillment step

  • Release version: Australia
  • Updated March 12, 2026
  • 4 minutes to read

    • Define how a catalog item request should be fulfilled by creating simple service fulfillment steps.

    Before you begin

    Role required: catalog_builder_editor or catalog_admin or admin

    About this task

    To configure fulfillment steps while creating a catalog item, associate it with a Workflow Studio flow that supports service fulfillment steps.

    Fulfillment process can contain multiple steps. These steps can run sequentially or can be grouped to run in parallel.

    The following video demonstrates how business owners can define the fulfillment process of catalog items using service fulfillment steps.

    Procedure

    1. In the Fulfillment step of creating a catalog item, for the Selected flow field, select a flow that supports service fulfillment steps.
    2. In the Steps region, perform one of the following:
      1. To create a task, click Add task.
        1. On the form, fill in the fields.
          Table 1. Task form
          Field Description
          Task
          Short description Brief description of the task. It appears in the Steps region.
          Description Detailed description of the task.
          Assignment group User group that the task should be assigned to.
          Assigned to User for which the task is assigned.
          Priority Priority of the task.
          When to run
          Sequence
          Sequence of this step relative to the previous step. Possible options are:
          • With previous step: This step is grouped with the previous step or group. All grouped steps run simultaneously.
          • After previous step: This step is placed after the previous step
          Note:
          This field is not editable if it is the first step.
          Condition Condition that defines whether the step must run. The options on which a condition can be applied are the questions that are available on the catalog item for which you’re creating the service fulfillment steps. For information on questions, see the Create a catalog item using a template topic.
        2. Click Add.
      2. To create a custom approval and define who can approve the step, perform the following:
        1. From the list beside Add task, click Custom approval.
        2. On the form, fill in the fields.
          Table 2. Custom approval form
          Field Description
          Custom approval
          Users Users that can approve this step.
          Groups User groups that can approve this step.
          Approval type Type of the required approval.
          • All approve: The step is approved only when all assigned users and user groups approve.
          • Anyone approves: The step is approved when any of the assigned users or any user from the assigned user groups approve.
          When to run
          Sequence
          Sequence of this step relative to the previous step. Possible options are:
          • With previous step: This step is grouped with the previous step or group. All grouped steps run simultaneously.
          • After previous step: This step is placed after the previous step
          Note:
          This field is not editable if it is the first step.
          Condition Condition that defines whether the step must run. The options on which a condition can be applied are the questions that are available on the catalog item for which you’re creating the service fulfillment steps. For information on questions, see the Create a catalog item using a template topic.
        3. Click Add.
      3. To create a manager approval and define who can approve this step, perform the following:
        1. From the list beside Add task, click Manager approval.
        2. On the form, fill in the fields.
          Table 3. Manager approval form
          Field Description
          When to run
          Sequence
          Sequence of this step relative to the previous step. Possible options are:
          • With previous step: This step is grouped with the previous step or group. All grouped steps run simultaneously.
          • After previous step: This step is placed after the previous step
          Note:
          This field is not editable if it is the first step.
          Condition Condition that defines whether the step must run. The options on which a condition can be applied are the questions that are available on the catalog item for which you’re creating the service fulfillment steps. For information on questions, see the Create a catalog item using a template topic.
        3. Click Add.
      Figure 1. Service fulfillment steps
      Service fulfillment steps.
    3. In the Estimated time to deliver region, for the Days field, specify the time by which the RITM should be fulfilled.

      The due date is calculated based on when the service fulfillment flow is triggered.

    4. Optional: To edit a step, click the edit icon (Edit icon.).
    5. Optional: To delete a step, click the delete icon (Delete icon.).
    6. Optional: To rearrange steps, drag the steps.
    7. Optional: To group steps together, perform one of the following tasks.
      • Drag a step and drop it on another step or group of steps.
      • To group this step with the previous step or group, click the merge icon (Merge icon.).
      Figure 2. Merged service fulfillment steps
      Merged service fulfillment steps.
    8. Optional: To separate a step from a group of steps, perform one of the following tasks.
      • Click the separate icon (Separate icon.). The step is placed after the group.
      • Drag a step out of the group and drop it at a location of your choice.
      Note:

      When setting up fulfillment steps for catalog items, you can organize them into dynamic stages, each containing one or more steps. This structure supports drag-and-drop, merge, and separation features while enabling efficient grouping.

      To add a stage, simply select the Add stage button that appears between steps.