Catalog Items not being selected

[LouiseT]

Hi.   

We use Catalog Items for a lot of our Standard Changes and have recently noticed that if we start the change request by selecting 'Change'  from the dropdown, all works fine.  However, if we just click 'Raise New' and then select Change, we hit a problem.   

It seems as though the Catalog Item is not being detected, the request just continues on the normal change IC.    app.itsm.progressiveCapture.newChange and the Change branch of  the new request capture (app.itsm.progressiveCapture.newRequest point to the same IC.

 

Any ideas what might be going on or what else I should check?

 

Thanks 

[Steve Giller]

These settings specify which Captures are used depending on how raising a Request is instigated:

Please review the documentation for further details, and post back here if you have additional questions.

[LouiseT]

Hi @Steve Giller

Thanks for this.   As per my initial post, I think we already have things set up as per your advice (and the documentation)

app.itsm.progressiveCapture.newChange points directly to our Change IC (Change V4).

app.itsm.progressiveCapture.newRequest points to our New Request IC.  This in turn points any new changes to the same Change IC (Change V4).

 

If I run the test on the Change V4 IC, I get the following:

Selecting the Catalog Item moves to the correct IC:

 

 

 

 

 

If I use the New Request IC, selecting Change initially takes me to the correct IC (Change V4)

But selecting the Catalog Item just continues along this IC, it doesn’t move to the IC for the Catalog Item

 

 

Sorry for the long post!   Any ideas what might be happening?

Thanks 

 

[Steve Giller]

The Capture will behave differently based on the presence or absence of a Switch Capture node, which is not discernible from the screenshots, and there is no information provided on the content of the branch nodes so it's not possible to offer any suggestions here.