It would be helpful to include Service Catalog process as an available condition in automation rules, the purpose being to create a new incident to avoid a task user sitting on a task and holding up the process.
For example, we have a termination service catalog process that involves task users outside of IT to complete items within their realms. Many times, these task users do not complete said task(s) in a timely fashion, if at all, and this holds up the rest of the process. Even if we move their step to the end, we want to resolve tickets in a timely fashion, and receive credit for the ticket.
To this end, an automation rule to create a new incident when the task process is complete would suffice. This would allow us to finish our process, and account for other departments tasks as well.
Currently, automation rules do not support a service catalog process/task sequence as an available condition field within automation rules. The action item would remain to create a record, don't think we need a change there.
