Who wouldn’t want to automate an activity that has previously been managed as a manual task? With the powerful tool of Application Integration you can actively manage the flow of information between applications. Application Integration within Samanage allows you to expand the power of the Service Catalog by automating multiple tasks that your users usually have to perform.
Precursor: You will need to have Application Integrations setup. Application Integration Guide. Also check out: Possibilities with different variablesUpdating Service Requests with Application Integrations
This tutorial will walk you through the example for a Application Integration with automated state changes and comments. This example can be used within multiple Service Request in your organization. Some of the main steps that happen with Service Request are changing the State at certain steps and adding comments. So lets automate some of those steps for your users.
When someone makes a request, automatically change the state to Pending Approval
When Scott Brown approves the request, it changes the state to Request Approved
But, what if Scott Denied the Request? The requester will automatically get a comment saying that Scott has denied the request.
Also once the Request is Denied, the state is automatically changed to Resolved.