Service Requests

Request vs Incident

Service Requests are formal user requests for new services, access, or information — they are not disruptions to existing services. StackFlow manages requests through the Service Catalog, where users browse available services and submit standardized request forms. Each request (REQ) can contain multiple request items (RITM), each fulfilled independently.

⚙️ Minimum Requirements

DynamoDB: StackFlow_ServiceRequest and StackFlow_RITM (request item) tables
Service Catalog: At least one published StackFlow_CatalogItem record with active fulfillment workflow
SQS: StackFlow-RequestFulfillment.fifo queue for async fulfillment processing
SES: Request confirmation emails via no-reply@stackflow-tech.com

RITM Lifecycle

State	Description
Submitted	User submitted the request form
Pending Approval	Awaiting manager or CAB approval
Approved	Approved and queued for fulfillment
In Progress	Fulfillment group working on the item
Fulfilled	Request completed, awaiting user confirmation
Closed	User confirmed completion or auto-closed
Rejected	Request denied by approver
Cancelled	Cancelled by requester or system

Fulfillment Groups

Each catalog item is associated with a fulfillment group responsible for completing the request. Fulfillment groups can be different from the IT support assignment groups used for incidents. For example, a "New Laptop" request might be fulfilled by the IT Asset team, while a related incident would go to End User Computing support.

curl -X POST https://your-instance.stackflow-tech.com/prod/api/requests   -H "Authorization: Bearer $TOKEN"   -H "Content-Type: application/json"   -d '{
    "catalog_item_id": "cat_new_laptop",
    "variables": {
      "preferred_model": "MacBook Pro 14-inch M4",
      "business_justification": "Current laptop 4 years old, impacting productivity",
      "manager_approval_required": true
    }
  }'

SLA for Requests

Service Request SLAs are configured separately from incident SLAs and are typically longer (days to weeks rather than hours). StackFlow supports request SLAs with business hours calculation, taking into account the requester's location timezone and organizational holidays.

Tip: Configure catalog item-level SLA overrides for high-priority items. For example, a "Password Reset" RITM can have a 4-hour SLA while a "New Software License" RITM has a 5-business-day SLA.

Self-Service Portal

End users access the Service Catalog through the self-service portal at Portal → Service Catalog. The portal displays catalog items grouped by category with AI-powered search to help users find the right service. The AI can also suggest the most appropriate catalog item based on a plain-language description of the user's need.

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Change Management

CAB, approvals, and deployment

Major Incident Management

War room and stakeholder comms