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Service catalogs allow creating you to create an ordered structure of internal and external services provided to consumers. Within the Service Catalog, you'll be able to deliver valuable benefits literally any time and from any device. Also, Service Catalog helps in standardizing corporate processes, in particular, request fulfillment. 

Tip

Role required: admin, catalog_admin.

To create and configure a Service Catalog displayable within the service catalog that is displayed on the Self-Service Portal, you need to follow the procedurecomplete the following steps:

  1. Create a service catalog record.
  2. Create a catalog category. You can create as many categories as you need.
  3. Create task templates or request templates, depending on your business needs.
  4. Create a service catalog page.

The scheme diagram below displays shows the catalog hierarchy as is. The legend is as follows:

  • Green is the A service catalog record is in green.
  • Blue are service categoriesService categories are in blue.
  • Yellow are request templatesRequest templates are in yellow.

Image RemovedImage Added


EntityDescription
CatalogA high-level entity uniting that contains all other items, such as categories and templates.
Category

Element group joined with some common attributesAn entity for grouping task templates that can be logically separated into a common set. You can create a hierarchical category structure of categories.

Tip

Establish inter-categories links via the Parent fielda relationship between the categories, filling in the Parent category field.


Task templateA fieldset allowing to make a request of any type on its basis (for example, vacation request or invoice request)An entity that defines which table record is created within a particular request.
Request templateA particular special case of task templates , implementing that implements a service request model and featuring an expanded fieldsethave an extended set of fields.

Anchor
Service Catalog records
Service Catalog records

Service Catalog records

Create a service catalog

A

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

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

  1. Navigate to Catalogs Configuration → Service Catalogs.
  2. Click New and fill in the fields.
  3. Click Save or Save and Exitexit to apply the changes.

Service catalog form description

FieldMandatoryDescription
NameNSpecify a catalog name.
ImageNSpecify an image for the decoration of a portal catalog record
decoration
.
DescriptionNSpecify some
descriptive text for this
description of the service catalog.
ActiveNSelect this checkbox to
make
activate the catalog
active or inactive
.

Anchor
Service categories
Service categories

Service categories

Create a service category 

A catalog

Catalog category is an entity containing that contains child items (such as subcategories and task templates ) of a similar theme together, like a folder in a filesystemfile system. For example, you can create the a category "IT Assistance" and after that, you can then create request templates "New Laptop Request", "Equipment replacement" in this category. SoThus, this category will be is a container for these request templates.

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

  1. Navigate to Catalogs Configuration → Service Categories.
  2. Click New and fill in the fields.
  3. Click Save or Save and Exitexit to apply the changes.

Service category form description

FieldMandatoryDescription
NameYSpecify a category name.
Service CatalogcatalogNSpecify a catalog to which this category relates. If a the category is created out from the related lists of any existing catalog related lists, this field populates is automatically populated with the catalog name.
Parent СategorycategoryNSpecify a parent category for this category if you are creating a multilevel create a multi-level category structure. If a category is created out of from any other category, this field populates is automatically populated with the parent category name.
ImageNSpecify Add an image for the decoration of a portal category record decoration.
DescriptionNSpecify a category description.
OrderN

Enter the a number allowing to define the category order in a the catalog.

Catalog The sorting of the catalog items sorting can be defined by using the Category Condition condition field within the Portal Node record binding the Service Catalog catalog page and the Self-Service Portal page.

To define items sorting, just specify it in the condition, like shown on the screenshot below:

Image Removed

ActiveNActive

Select this checkbox to make categories active or inactiveactivate a category.

Items The items displaying conditions can be defined by using the Category Condition field within the Portal Node record binding the catalog page and the portal page.

Anchor
Task templates
Task templates

Task templates

Create a task template 

If you have some daily business tasks performed on a daily basis, then you can create a template for them and use it in your service catalog. For example, "New Laptop Request" or "Vacation Request" are relevant examples of such templatestemplate can speed up the processing of regular requests within the company.

To create a task template, please complete the steps below:

  1. Navigate to Catalogs Configuration → Task Template.
  2. Click New and fill in the fields.
  3. Click Save or Save and Exitexit to apply the changes.

Task Template form fields

FieldMandatoryDescription
NameYSpecify a task template name.
TableY

Specify a table to process by this template. The table permission should allow you to create new records in it; also, it should . It should also contain all necessary fields implementing that implement the business logic for a of the template.

For example, the Absences and Vacations table.

Also, when the When the Create table checkbox is selected and , a new table creates, this is created. This field becomes read-only and is automatically populated automatically.

Warning

To ensure correct operationthe template works correctly, create a form view named SP for the table. Otherwise, when going to the Template Page users open the template page in the Service Catalog, service catalog, the following message appears instead of the form, a message appears:

Exception: Such SP view for request_table is not found.


Create tableN

Select this checkbox if you need to create a new table for the catalog items should be created in addition to the existing ones.

Note

New The new table is physically only created only when the template is ready to be use (state State = Published).

This table is the child one for the table a child of the table specified in the Parent table field. So Thus, the child table contains the a similar field set of fields and, if necessary, can extend the parent table if needed.

The table title is equal to the same as the task template name, so you can find this new table with these prerequisites in the tables list (System Definition Settings → All Tables).


Service catalogYSpecify which service catalog this task template belongs to.
Service categoryYSpecify a service category record parent for this task template.
StateY

Task template state. Available options:

  • NewNew 
  • Waiting for approval
  • Published
OrderN

Enter a number allowing to define the order of the item order in a catalog.

Items sorting can be defined by using the Category Item Condition field within of the Portal Node record binding that binds the catalog page and the portal page.

ActiveN

Select this checkbox to make activate this template active or inactive.

Items The items displaying conditions can be defined by using the Category Item Condition field within of the Portal Node record binding that binds the catalog page and the portal page.

ImageNSpecify an image for a decoration of a portal catalog record decoration.
DescriptionNSpecify Provide a template description.
Service catalogYSpecify a service catalog record parent for this task template.
Service categoryYSpecify a service category record parent for this task template.

Request templates 
Anchor
Request

templates

template
Request

templates

template

A request

Request templates

Request template is a particular case of the task template implementing a service request model and featuring an expanded fieldsetset of fields.

To implement a request template used on the portal, you need to go through complete the following steps given below:

  1. Create a request description.
  2. Create a request model.
  3. Create a request category.
  4. Create a request template.

Anchor
Creating request description
Creating request description
Create a request description

Technically, a request description is a Knowledge Base article storing that stores some brief information about the service delivered within the specified a specific request.

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

  1. Navigate to Knowledge Base → All Articles.
  2. Click New and fill in the fields.
  3. Click Save or Save and Exit to apply changes.

See Setting up knowledge base See the Set up the Knowledge Base article for more information.

Create a request model

Request A request model, like a request description, is a Knowledge Base article. Request models define approved steps (such as approvals, including canceled approvals management) that will be are performed for a service request of a particular type or category. The request model also contains rules for routing the request to the appropriate group.

To create a request model, repeat the previous steps, but choose select the Request Modelmodel value in the Content Item Classitem class field.

Create a request category

Request Categories categories help users organize request templates into groups.

For more information about request categories, please refer to the Create a Request Category articleSee the Request Categories article to learn more.

Create a request template

Request A request template is a key element of a Service Catalog, allowing raising service catalog that allows users to raise requests of different types and destinations, helping users and efficiently operating operate service requests. 

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

  1. Navigate to the Service Request Management → Request Templates.

  2. Click New and fill in the fields.

  3. Click Save or Save and Exit to apply changes.

FieldMandatoryDescription

Name

Y

Template name.

Table

N

Specify a table containing necessary columns for this template.

Service

Y

Select a service from the list.

Request Description

Y

Specify a request description by choosing a previously created Knowledge Base article.

Request Model

Y

Define specific agreed tasks or steps to follow for fulfilling this service request or any service request related to this category.

Request Category

Y

Specify a request category that classifies your service request.

Order

N

Specify the order for this request template to display in the list.

Active

N

Select this checkbox if you want to activate a template and make it available for selection.

If this check box is not selected, then a template is inactive and cannot be used. Also, if a request template is not active, then the Service Catalog item of the Service Portal that allows creating relevant service requests is not displayed.

Service Catalog elements visibility dependencies can be configured in the related Portal Node record binding a Portal record and a "Service Catalog" page.

State

N

Displays the state of a request template. There are three possible values:

  • New – a template has just been created.

  • Waiting for approval – a template needs to be approved.

  • Published – a template is published and can be used.

    A request template approval can be done only by users assigned with the Service Owner, or Request Manager roles.

Image

N

Specify an icon to display on the request template card.

Image Removed

Description

N

Specify the brief description to display on the request template card. To see how this field works on task templates, please see the screenshot above.

Service Catalog

N

Specify a Service Catalog where this template should be located. For service catalog configuration, please navigate to Catalogs Configuration → Service Catalogs and create one that fits your needs and tasks. Generally, service catalogs are records of the Service Catalogs (sc_catalogs) table.

See the Request Templates article to learn more.

Create a service catalog page
Anchor
Service catalog page
Service catalog page

The service catalog page is a Self-Service Portal page that contains the categories of the service catalog. From this page the users can create service requests based on the templates of different categories. See the Portal Integration article to learn more about the portal structure. The Service Catalog Page article contains recommendations for creating this page. 

Service Category

N

Specify a Service Category clarifying a template purpose. For service category configuration, please navigate to Catalogs Configuration → Service Categories and create one that fits your needs and tasks. Generally, service categories are records of the Service Category (sc_category) table.

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