Although we have a mature request process and use Request Management in Service Manager, we are just now looking into using Service Catalog as the interface to open requests. So far we haven't been able to get it to work.
We created a couple of simple categories, with one as the parent category and the other as the subcategory, then created a Service Catalog Item with the connector "Open New Request". We are able to select the item, add it to the cart, and submit it. This successfully opens an interaction, but the interaction sits in Open-Idle status and doesn't seem to attempt to open a request. As far as I know, I've removed all requirements for approval, so this should not be stopping it. Am I correct in assuming that if there are no approvals required then the ocmq record should open immediately after the final Submit of the Service Catalog request?
I've done a debug trace but being completely unfamiliar with what is suppose to happen in the background, I'm having a hard time determining what within the trace information might be significant.
Does anyone have any ideas about what might be causing our problem, or suggestions on where we might start looking. I'm not familiar with all the data, or configuration files that might be significant to the process so any help or suggestions would be greatly appreciated.