Versions Compared

Old Version 2

changes.mady.by.user Dina Baksheeva

Saved on

compared with

New Version 3

changes.mady.by.user Dina Baksheeva

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

Service catalogs allow creating you to create an ordered structure of internal and external services provided to consumers. Generally, The "out-of-the-box" solution contains at least one service catalog is included in the for the Self-Service Portal delivery. Customize it and offer your customers the most actual relevant products. Provide a way to raise incidents and requests in an standardized, enterprise-wide standardized way.

Service Catalog architecture implements Record Extended Model principles allowing customizing categories and request templates with minimal effort.

The scheme below illustrates service catalog working principles.

ElementDescription
CatalogA high-level entity uniting that groups all other items such as categories and request models. Catalogs allow facilitating simplify self-service operations for end-users.
CategoryElement group joined with A group of elements that shares some common attributeattributes.
Request ModelA template used to raise requests and other task objects. It can be extended with  the Record Extended Model functionality.


To configure a service catalog, please follow a simple procedure:

  1. Create a a service service catalog itself.
  2. Create service catalog categories.
  3. Create catalog request models.
  4. Extend request models with record attributes.
  5. Make adjustments into changes to portal configuration (create and configure portal nodes).

All these steps are described below.

Anchor
Service Catalog
Service Catalog

Creating

Create a service

catalogs

catalog


To support multiple service catalogs displayed within one service portal instance, it is necessary to configure dedicated node for every catalog. These nodes should define displayed link to this catalog in the portal header, also in the service catalog card in the portal main area

Service A service catalog record is the highest-level entity aggregating that groups all other items below elements (categories, subcategories, items).

Note

.

Otherwise, the service catalog created will be not displayed on the service portal and will be accessible only via direct link.

Tip

Role required: catalog_admin, admin.

To create a new service catalog, please complete the steps below:

  1. Navigate to Request Model Catalog → Catalogs.
  2. Create New and fill in the fields.
  3. Click Save or Save and Exit to apply the changes.

Service catalog form fields

FieldMandatoryDescription
NameYService Specify a service catalog name.
DescriptionNService Specify a service catalog description.
ManagersN

Specify authorized users authorized to make any changes to the catalogs catalog configuration. You can select more than one user in this field.

Note

Users responsible for specified managing the catalog management should be granted with have the catalog_manager role.


Available for UseNSelect this checkbox to make this service catalog display this service catalog on the portal.


Note

To support multiple service catalogs displayed in a single service portal instance, configure a dedicated node for every catalog. These nodes should define a displayed link to this catalog in the portal header and in the service catalog card of the portal main area.

Otherwise, the created service catalog is not displayed on the service portal and is only accessible via a direct link.

Anchor
Catalog Category
Catalog Category

Creating

Create a catalog

categories

category


Catalog A catalog category is an entity allowing to contain that contains request models of a similar theme together, like a folder in a filesystemfile system. For example, you can create a category "IT Assistance" , and after that, then create models for request like templates "New Laptop Request", "Equipment replacement" in this category. SoThus, this category will be is a container for these request modelstemplates.

Categories The category hierarchy can be multi-level, so you can create really an extensive structure by setting up category relationships ("parent" and "child")parent-child relationships for categories.

To create a catalog category, please complete the steps below:

  1. Navigate to a the catalog record for which you are going need to create a category record.
  2. Scroll down to In the Related Lists area and click New in the , select the Categories tab.
  3. Fill Click New in and fill in the fields.
  4. Click , after that, click Save or Save and Exit to apply the changes.
Info

You can also create a catalog category from scratch. To do this, please navigate to Request Model Catalog → Categories. The next steps are the same as described above. 

Catalog category form field

FieldMandatoryDescription
NameYSpecify a category name.
DescriptionNSpecify a category description.
OrderNSpecify Enter a number indicating a to define the category order in the catalog. Categories are sorted in ascending order.
CatalogYThis field should be populated with the reference to the catalog record Specify a catalog to which this category belongsrelates. If the category is created out of some from related lists of any existing catalog, then this field is automatically populated automaticallywith the catalog name.
Parent categoryСategoryNIf you have implemented a category hierarchy, then specify a parent category for the current category. If Specify a parent category if you create a multi-level category structure. If a category is created from any other category, this field is automatically populated with the parent category name. If a value is not specified, then this category is of has the highest level.
ImageNUpload Add an image to be displayed on the category tile on the Self-Service Portalfor the decoration of a portal category record.
Available for UseNSelect this checkbox to make this category displayed on the portal.


Note

Please note Note that a category is not displayed within the service catalog in the following cases below:

  1. Category is empty (it A category does not contain any items or subcategories )and is empty.
  2. The A user does not match User Criteria to access the meet the user criteria for accessing a category, subcategories, or request models in it. 
    • If all items in the a category are not available for the a user, the a category is also not displayed either.

Anchor
Request Model
Request Model

Creating

Create a request

models

model


Request models are templates basing based on which a new request object can be is created. Request models can be extended with the Record Extended Model functionality.

To create a request model, please complete the steps below:

  1. Navigate to a category record for which you are going need to create a request model.
  2. Scroll down to In the Related Lists area and click New in the , select the Request Models tab.
  3. Fill Click New and fill in the fields.
  4. Click , after that, click Save or Save and Exit to apply the changes.
Info

You also can create a catalog category from scratch. To do this, please navigate to Request Model Catalog → Request Models. The next steps are the same as described above.

Request model form field

FieldMandatoryDescription
NameY
Request
Specify a request model name.
DescriptionN
Request
Specify a request model description.
OrderN
Specify
Enter a number
indicating a request model order. These items
to define the items order in the catalog. Items are sorted in ascending order.
TableYSpecify a table to register incoming requests in it. It can be, for example, the Task table or other tables extending it.
CategoryY
This field should be populated with the reference to the category to which this request model belongs. If it is created out of some category, then this field is populated automatically
Specify a parent category for this model. If a category is created from the related list, this field is automatically populated with the category name.
Post-Registration ActionN

Select what

will happen

happens after the request based on this model is submitted. Available options:

  • Remain on this page
  • Redirect on the selected page
URLN

Specify URL to redirect after request submitting.

This field appears if the Redirect on the selected page option was selected above.

ImageN
Upload
Add an image
to be displayed on the request tile on Self-Service Portal
for the decoration of a portal request record.
Available for UseNSelect this checkbox to
make
display requests based on this model
displayed
on the portal.
ServiceN

Specify a service for which this request model is intended for.

It can be useful for service-based segregation within one

Service Catalog

service catalog (one request form for the Email service, another one for the Website service, and so on).

Anchor
Extending request model
Extending request model

Extending

Extend a request

models

model with record attributes

Basically, A request models contain a limited attribute set of predefined attributes. You may need to extend it relying , depending on the task you need to handlecomplete.

For example, you need to add a Comment field to the model so that it should map to the Additional Comments field in the record.

To perform do this, please complete the steps below:

  1. Navigate to a request model record which you are going need to extend with an attribute.
  2. Scroll down to In the Related Lists area and click New in the , select the Attributes tab.
  3. Fill Click New and fill in the fields.
  4. Click , after that, click Save or Save and Exit to apply changes.

Record attribute form fields

FieldMandatoryDescriptionContainerYReference to the previously created request model. If you are creating an attribute out of a request model, this field is populated automatically.Column typeYSpecify a column type for this attribute.TitleYAn attribute title. Can be specified in a language other than English. Latin, Cyrillic letters, [0..9] numbers and the underscore symbol ( _ ) are allowed.Column NameYA column system name. Latin letters, [0..9] numbers and the underscore symbol ( _ ) are allowed.Map to ColumnN

Specify the target field to map the attribute value after the record is created. This option allows nimble transferring of the attribute values to fields.

Note

Please note that if the target field is mandatory, then the value is saved before it is processed by server validation engine.

Also, if the target field is mandatory, it should be not displayed on the form, otherwise the client validation engine may hamper the record saving.

CommentsNPut here some comments describing your attribute.ActiveSelect this checkbox to make the attribute active or inactive.Read OnlySelect this checkbox to make the field adding by this attribute read-only.MandatorySelect this checkbox to make the field adding by this attribute mandatory.Type Specification tabMax LengthN(For the columns of the String or Text type) Specify a value max length for this column. The value length cannot exceed allowed length for the specified data type.Default Value tabDefault ValueN

Specify a default value that will be populated to the field when creating a new record. This field may be specified by a JavaScript scenario as well.

Use Dynamic DefaultNSelect this checkbox if you want to generate the default value dynamically.Dynamic DefaultY

This field appears only when the Use Dynamic Default attribute is selected.

Select the script from the Dynamic Default Values (sys_default_value_dynamic) dictionary, so its execution result will be automatically calculated and entered into this field; this value will be the default value for the column specified.

  1. the changes.

Excerpt Include
Record Extended Model
Record Extended Model
nopaneltrue

  • The script must be preliminary created in the Dynamic Default Values (sys_default_value_dynamic) dictionary; otherwise, you will not be able to choose it.
    • You can choose only active scripts (the Active attribute is selected).

    Anchor
    Configure portal
    Configure portal

    Configuring portals

    Configure a portal


    You

    As mentioned above, you can implement more than one service catalog within in your company infrastructure. To bind these catalogs within your on the Self-Service Portal, please note the following: every single catalog requires dedicated portal node to set up and configure a dedicated portal node for each catalog.

    Info

    For your convenience, The "out-of-the-box" solution has a preconfigured portal node containing that contains all necessary settings is included into platform delivery. You can use it as a sample template for your customized custom nodes.

    Portal node configuration

    FieldDescriptionOut-of-the-Box value
    PortalSpecify the a portal for which this node is created.

    Self-Service Portal
    (Path Name: portal)

    Page IDSpecify a portal page containing that contains a catalog template. Service Catalog
    (Path Name: sc)
    Item Table

    Specify a table containing that contains catalog items.

    		Request Model
    Item Parent ColumnSpecify the a column in the table defined above containing that contains the information about which category is parent for items.Category
    Category TableSpecify the a table containing that contains catalog categories.Category
    Category Parent ColumnSpecify the a column in the category table defined above containing that contains the information about which category is the parent for others.Parent Category
    Category Item ConditionSpecify a condition that must be met to display a catalog category item.

    Available for Use is Yes

    AND

    Order ascending

    Category Condition

    Specify a condition that the condition that must be met to display a catalog category.


    Note

    You can use a specified category in more that one catalog instance. To implement this, use the is one of operator instead of is. Then you'll be able to specify several catalogs to display a category.

    Please keep in mind that every catalog instance should have dedicated portal node as described in this section.

    Example:

    Catalog is one of Moscow Users, London Users


    Catalog is Service Catalog

    AND

    Available for Use is Yes

    AND

    Order ascending

    Item PageSpecify a portal page containing that contains a template for the catalog request.Service Catalog Element Page

    Anchor
    Multiplicity
    Multiplicity

    Configuring

    Set up multiple catalogs

    multiplicity

    As mentioned above, it is necessary to configure a dedicated node for every each catalog. To perform do this, please complete the steps below:

    1. Navigate to Tree Structures → Nodes.
    2. Click New and fill in the fields.
    3. Click Save and Save and Exit to apply the changes.

    See the screenshot below as the form filling example.

    Image Removed

    Node fields

    FieldMandatoryDescriptionTitleY

    Node title. This field can be populated in any language supported by the platform.

    Info

    In our example, you can specify the Service Catalog title.

    ActiveBy selecting this checkbox, you can make a node active or inactive.TreeY

    Select a previously created tree containing information about the structure.

    Info

    To display the catalog in the portal header, select the Portal Header Menu tree included.

    Excerpt Include
    Tree Structure
    Tree Structure
    nopaneltrue

    General tab fieldsAccess CriteriaNSpecify the User Criteria defining user access to this node (card or header element). If no criteria selected, then all users are allowed to use this element and its sub-elements as long as they are not protected by separate criteria.Node TypeNSpecify a node type by choosing from the previously created.Nesting LevelY

    Node nesting level. This field is populated automatically.

    This parameter shows on which nesting level this item is located.

    Extra attributes tab

    This tab appears if the used node type has the RE model specified, and the Need URL attribute of the node type is enabled.URLY

    Specify an URL for an item. In this field, you can specify either absolute or relative URL (relative to the current portal referring to the tree to which the current node is assigned):

    Absolute URL: https://instance.example.com/portal/profile

    Relative URL: /profile

    IconN

    Specify the icon for an item by attaching it from your device.

    Image Removed

    Short DescriptionN

    Specify a short description for the item.

    Access control

    You can configure access (allow or deny) either to tp either a catalog category or to a catalog request model using the User Criteria engine. So Thus, you can set flexible conditions and vary catalog items displaying displayed to the audience by defining flexible conditions.

    How it works

    Administrator An administrator defines access, as described below, to catalog elements (categories and request models) by allowing or denying access to some for certain audience segments. To segregate segments amongst themselves, user User criteria are used to separate segments from each other.

    After that, when When a user navigates to a service catalog, it is they are processed by the User Criteria engine against according to the pattern below to make a decision, if decide whether this user is allowed or denied to display specified catalog elements.

    Configure access to a category

    access

    To configure category access, please complete the steps below:

    1. Navigate to the category you need to configure.
    2. Scroll down to In the Related Lists area and click on , select the User Criteria tab.
    3. Click New and fill in the fields.
    4. Click Save or Save and Exit to apply the changes.
    Tip

    You can also create a category access configuring record from scratch. For To do this, please complete the steps below:

    1. Navigate to Request Model Catalog → Category User Criteria.
    2. Click New and fill in the fields.
    3. Click Save or Save and Exit to apply changes.

    Category User Criteria form fields

    FieldMandatoryDescription
    CategoryYSpecify a category to which you need to configure access
    CriterionYSpecify User Criteria to matcha user criteria record to be met.
    For Users by this CriterionY

    Specify the an access option. Available options:

    • Deny access
    • Allow access.

    Configure request model access

    To configure request model access, please complete the steps below:

    1. Navigate to the request model you need to configure access.
    2. Scroll down to In the Related Lists area and click on , select the User Criteria tab.
    3. Click New and fill in the fields.
    4. Click Save or Save and Exit to apply the changes.
    Tip

    You can also create a request model access configuring record from scratch. For this, please complete the steps below:

    1. Navigate to Request Model Catalog → Category User Criteria.
    2. Click New and fill in the fields.
    3. Click Save or Save and Exit to apply the changes.


    FieldMandatoryDescription
    Request ModelYSpecify a request model to which you need to configure access.
    CriterionYSpecify User Criteria to match a user criteria record to be met. 
    For Users by this Criterion

    Specify the an access option. Available options:

    • Deny access
    • Allow access.


    Table of Contents
    absoluteUrltrue
    classfixedPosition
    printablefalse