Multi-level Service Catalog Items

Question

We have a desired use case for a Service Catalog item that would be rather complex that I'm hoping someone can say "yes, that is possible, and this is how" or "SWSD wasn't built for this and there's no way to accomplish this". Basically, we are converting a form from our Intranet to SWSD but the intranet allows multiple "subpages" and steps to the form. I'll describe the current form first, and then highlight the desired behavior within SWSD. 
 Current Intranet request form is 1. filled out by the requestor and submitted. Once submitted, 2. it goes to one team within IT for approval. If they approve, it 3. sends another subform to a manager with prioritization/scoring options. Once that is submitted, 4. it then is ready to begin work or put on hold until time is available. 
 I have built out steps 1 and 2. from above, but since we are needing a different person than the original requestor/agent to prioritize/score (step 3) I'm not sure how to proceed. Ultimately, it would be something like a post resolution survey with fields able to be filled out that would either auto fill the fields in the ticket or the agent could then complete manually. I do have a field that in step 2 above, the IT team defines who this manager is for approval so it seems it should be easy to use that person for communication but since SWSD is built for the requestor to fill out the entire form at the start and not the original requestor to complete some, then sent to someone else to finish the rest I'm trying to figure out how to be creative. 
 Any creative ideas on how to make this multi-level need work in some fashion? 
 Thanks!

joeybrown · Answer

Hi DKessinger , we have heard this type of requests multiple times and are slowly working our way to better support the use case. Recently, we allows agents to change request fields post submission which gives them the ability to append data like the manager score you mentioned above. The only thing missing here is that we dont allow an end user, like a manager, to come into the request and edit those fields. This is a use case we have in mind as we continue our work on milestones, post submission editing of a request, and automations. 
 Right now, I see the following solutions: 
 
 You have a task for the agent to at mention the manager on a comment to fill out certain fields, that would be asked in the comment, so they can proceed.
 
 Once the manager responds, your agents can append that data to the appropriate fields so they are recorded correctly and the process can also use them.

Use the process to fire off a notification to the selected manager with the fields that are needed and ask them to respond to the ticket with the data.
 
 They would respond to the email and it would send it to the ticket as a comment. 
 Your agents would then append the data to the request

Use a process integration to call back into our own system to add a comment asking the manager the data. This would be an automated view of option 1. 
 
 Right now this has to be done via a process integration while we work on a update record action to add a comment directly to the record.

I think those are your best three options but I will add more if I think of them. Let me know if any of those dont make sense.