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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 a standardized, enterprise-wide standardized way.

Service Catalog architecture implements The 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.

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

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

All these steps are described below.

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Service Catalog Service Catalog

Create a service

catalog

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

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 changes.

Service catalog form fields

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

To create a new service catalog, 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

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Catalog Category Catalog Category

Create a catalog

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 filesystemsubject. 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 the 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 and fill in the fields.
4. Click , after that, click Save or Save and Exitexit to apply the changes.

Catalog category form fieldfields

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Request Model Request Model

Create a request

model

Request models are templates basing on which a used for creating new request object can be createdobjects. 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 Exitexit to apply the changes.

Request model form fieldfields

Extend a request model with record attributes

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Extending request model Extending request

model

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

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 thisdo so, please complete the steps below:

1. Navigate to a request model record which that you are going need to extend with an attribute.
2. Scroll down to the 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 Exitexit to apply the changes.

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.

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.

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

Configure request model form

You can configure the elements of the request model in the Model Form Elements related list on the model form. By default, this related list is not added to the form, so you need to add it manually.

To change the order of the displayed attributes, perform the following steps:

1. Navigate to Request Model Catalog → Request Models.
2. Open the request model you need.
3. In the Related Lists area, select the Model Form Elements tab.

4. Arrange the attributes by changing the value in the Position field. The attributes are displayed on the form in the ascending order.

To add new elements to the request model layout (such as splits), perform the following steps:

1. Navigate to Request Model Catalog → Request Models.
2. In the Related Lists area, select the Model Form Elements tab.
3. Click New and fill in the fields.
4. Click Save or Save and exit to add the element.

Model Form Element form fields

Example of request model form configuration

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Configure portal Configure portal

Configure a portal

You can implement several service catalogs in your company infrastructure. To bind these catalogs on the Self-Service Portal, set up and configure a dedicated portal node for each catalog.

Portal node configuration

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

Portal node configuration

As mentioned above, it is necessary to configure a dedicated node for every catalog. To perform 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 changes.

See the screenshot below as the form filling example.

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Node fields

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Multiplicity Multiplicity

Set up multiple catalogs

As mentioned above, it is necessary to configure a dedicated node for each catalog. To do so, 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.

Add translations

In the current version, the Translations related list is not displayed in the Catalog, Category and Request Model forms. However, a translation in the current system language is automatically created for each new record. To add translations into other languages, complete the following steps:

1. Navigate to System Localization → System Translations.
2. Open the automatically created translation record. Find it by the record ID or by the translation text.
3. Enter the required values into the Language and Value fields. Don't save the record.
4. In the burger menu, click Make a copy. Click OK in the warning window that appears.
5. Repeat for other languages, if required.

To add translations to a REM attribute, complete the following steps:

1. Navigate to the REM attribute record you need to translate.
2. Scroll down to the Translations related list and click New.
3. Fill in the fields and click Save or Save and exit to apply the changes.
4. Repeat for other languages, if required

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

Select a previously created tree containing information about the structure.

Node nesting level. This field is populated automatically.

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

Extra attributes tab

1. .

Access control

You can configure access (allow or deny) either to to 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 the access, as described below, to the 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 he or she is 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 the specified catalog elements.

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Configure access to a category

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To configure a 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 Exitexit to apply the changes.

Tip
You can also create a category access configuring record from scratch. For thisTo do so, please complete the steps below: Navigate to Request Model Catalog → Category User Criteria. Click New and fill in the fields. Click Save or Save and Exitexit to apply changes.

Category User Criteria form fields

Field	Mandatory	Description
Category	Y	Specify a category to which you need to configure access.
Criterion	Y	Specify User Criteria to matcha user criteria record to be met.
For Users users by this Criterioncriterion	N	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 Exitexit to apply the changes.

You have no permission to create a record with the selected request model

Specify the access option. Available options: