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Service catalogs allow you to create an ordered structure of internal and external services provided to consumers. Within the service catalog, 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 the service catalog that is displayed on the Self-Service Portal, complete the following proceduresteps:

  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:

  • A service catalog record is in green.
  • Service categories are in blue.
  • Request templates are in yellow.

Image RemovedImage Added


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

A group of elements that have 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 connection a relationship between the categories via , filling in the Parent fieldcategory field.


Task templateA set of fields that allows you to make a request of any type based on it. For example, a vacation request or invoice requestAn entity that defines which table record is created within a particular request.
Request templateA particular special case of task templates that implements a service request model and have an expanded extended set of fields.

Anchor
Service Catalog records
Service Catalog records
Create a service catalog

The A 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, 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.
DescriptionNSpecify some description of the service catalog.
ActiveNSelect this checkbox to activate the catalog.

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Service categories
Service categories
Create a service category 

A catalog category is an entity containing that contains child items such as subcategories and task templates of a similar theme, like a folder in a file 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 is a container for these request templates.

To create a service category, 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 CategorycategoryNSpecify a parent category if you create a multilevel 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.
ImageNAdd an image for the decoration of a portal category record.
DescriptionNSpecify a category description.
OrderN

Enter the a number 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

ActiveN

Select this checkbox to activate 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.

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Task templates
Task templates
Create a task template 

If you have some daily business tasks, 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, 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. It should also contain all necessary fields that implements implement the business logic of the template.For example, the Absences and Vacations table.

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

Warning

To ensure the template works correctly, create a form view named SP for the table. Otherwise, when users open the template page in the service catalog, the following message appears instead of the form:

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 in addition to the existing ones.

Note

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

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

The table title is 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 a which service catalog record parent for this task template belongs to.
Service categoryYSpecify a service category record parent for this task template.
StateY

Task template state. Available options:

  • New 
  • Waiting for approval
  • Published
OrderN

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

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

ActiveN

Select this checkbox to activate this template.

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

ImageNSpecify an image for a decoration of a portal catalog record decoration.
DescriptionNProvide a template description.

Request templates 
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Request template
Request

templates

template

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

To implement a request template used on the portal, complete the following steps:

  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 that stores some brief information about the service delivered within a specific request.

See the Set up the Knowledge Base article for more information.

Create a request model

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 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 help users organize request templates into groups.

See the Request categoriesCategories article to learn more.

Create a request template

A request template is a key element of a service catalog that allows users to raise requests of different types and destinations, and efficiently operate service requests. 

See the Request Templates article to learn more.

Create a service catalog page
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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. 

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