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Use service catalogues catalogs to create a well-organized system of internal and external services provided to the customers. The catalogue is catalogs are always available for the customers end-users from any device. The ability to classify users' requests makes it possible to offer high-quality services on the regular basisThey can classify the requests on their own at the creation stage by means of the catalog forms. There is a set list of mandatory fields for each type of request so that a request registration is possible only after their completion. This approach minimizes the load on the first-line support specialists, as they do not need to clarify the information and manage the request routing.
In the SimpleOne platform, you can find two versions of catalogues implemetedthe catalogs implemented:
- Template Service CatalogueCatalog
- Configuring REM Service Catalog
The main difference of these two catalogues catalogs is the structure of the data related to storing and operating the requests.
Template Service Catalog
This is the The first version of the catalog on the SimpleOne Self-Service Portal does not use the functionality of REM models. Add records to the Request Templates to set Request Model. The user needs to create a separate table for each Request Model. .To set a request model, add a record to the request template. Each request template needs a separate table created.
Template Service Catalog is quite complicated in its setting and administration. It does not support setting access to catalog forms with the use of User Criteria, as well as it is impossible to set request reclassification.
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This method of setting a catalog is considered out-of-date and is not |
recommended to use. |
REM Service Catalog
Another A new version of the catalogscatalog, REM Service Catalogs Catalog, is based on the REM models. Configure model requests with the records to the Request Models table. This approach eliminates the necesity to create extra tables for model requests. It is flexible in the setting access to the catalog applications and reclassification of the requests without losing initial request.
Service Catalogue
Configuration Catalog
Принципиальным отличием версий каталогов является подход к организации структуры данных для хранения запросов. Первая версия каталога (страница портала /catalog) не использует функциональность REM моделей. Настройка типовых запросов в этой версии выполняется посредством записей Request Templates. Особенностью настройки является необходимость создавать таблицу для каждого типового запроса. В настоящее время данный подход к настройке каталога считается устаревшим и не рекомендован для использования.Вторая версия каталога (страница портала /sc) базируется на использовании функциональности REM моделей. Настройка типовых запросов в этой версии выполняется посредством записей Request Models. Данный подход не требует создания дополнительных таблиц для настройки типовых запросов, позволяет гибко настраивать доступ к формам каталога и настраивать реклассификацию запросов с сохранением номера первоначальногоrecord extended model. The advantages of using it are:
- It is possible to use the same table for all the records of the model requests.
- Since similar sets of attributes may appear in different models, users can save the sets in REM collections.
- Setting access to the elements of the catalog is simple and flexible with the use of the User Criteria
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