We have various teams that all have various credentials and certificates and API keys and such that they are responsible for that need to be rotated, renewed, recreated, etc. on a regular basis - annually, every two years, 90 days, etc. We are looking to create a central system where we can track all this that can assign it to the respective party, report on it, etc.
I've been attempting to use SWSD for this and not really finding much a good fit. I've created a "Credential Rotation" service request catalog item, and I can use dependent dropdowns to specify what type of thing needs rotated, what system it's in, etc, build a process workflow with tasks and such. That part all works pretty well. And then the idea would be that the various teams would all create scheduled service requests with the details of their "thing" that needs rotated. A few problems:
First, a service request has only one default assignee, and that can't be changed upon initial request, not that I can see. This means that all created service requests using the "credential rotation" catalog item will all go to one group who would be responsible for assigning it to the respective party, creating an additional step and opportunity for error or missing one, since we have many teams that would responsible for various credential rotations. Second, once service requests are created, you can see that there are service requests scheduled on the "scheduled" section of the catalog item, but it gives you no details as to what it actually is for, without clicking into it. So if someone asks the question "Has anyone created a reminder/service request to rotate such and such credential, or do we know when it is expiring next?" then that becomes nearly possible to answer, as we could have potentially hundreds of things needing renewed/rotated. I'm trying to make this work but feeling like I'm trying to fig a square peg in a round hole, and starting to think that maybe I just need a separate system - some sort of tickler system - that just feeds incidents into SWSD via email+automation rules or API or something when they are up for renewal, but the other system is what actually tracks what the things are, the details, the instructions for rotating, the group responsible, etc. Because really we need to be able to view all the things scheduled - in a calendar view would be even better. So it really feels like a pretty simple request - I just need a "tickler" system to remind specific folks to do specific things on specific dates.
Maybe I'm missing something obvious? Or maybe someone has some similar use case where they've done something like this with SWSD and/or integration to some calendar system?
