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[*FT0000268 Каталог запросов на основе REM*] https://home.simpleone.ru/record/safe_feature/160510963118905565

Service catalogs allow creating 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. 

Нужно создать структуру

1. Запись сервис каталога
2. Внутри него категорию
3. Внутри них таск темплейты. На базе их можно строить любые запросы.
4. И еще реквест темплейты (itsm_request_template). ITSM запросы идут через них. Они унаследованы от таск темплейтов.

Request Templates и Request Categories - зачем-то в Service Request Management

В Request Template:

Request Description, Request Model, Request Category - ссылки на соответствующие справочники.

Request Description - статья с описанием шаблона запроса (content item class = request descriptio n)

Request Model - Article {content item class = request model} AND state is published

Create a Request Category

Create a Request Template

Для отображения категории каталога на портале надо:

создать категорию, создать таск темплейты. категории связаны друг с другом через парента. 

отредактировать портальную ноду

To create and configure a Service Catalog displayable within the Self-Service Portal, you need to follow the procedure:

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.

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

• Green is the service catalog record.
• Blue are service categories.
• Yellow are request templates.

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Service Catalog records Service Catalog records

Service Catalog records

The service catalog record is the highestthe highest-level entity aggregating all other items below (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 Exit to apply changes.

Service catalog form description

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Service categories Service categories

Service categories

Catalog category is an entity allowing containing child items (subcategories and task templates) of a similar theme together, like a folder in a filesystem. For example, you can create the category "IT Assistance" , and after that, you can create request templates models "New Laptop Request", "Equipment replacement" in this category. So, this category will be 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 Exit to apply changes.

Service category form description

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Task templates Task templates

Task templates

If you have some 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 templates.

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 Exit to apply changes.

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Request templates Request templates

Request templates

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

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

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

1. .

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Creating request description Creating request description

Create request description

Technically, request description is a Knowledge Base article storing brief information about service delivered within the specified 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 for more information.

Create request model

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 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 previous steps, but choose the Request Model value in the Content Item Class field.

Create request category

Request Categories help users organize request templates into groups.

For more information about request categories

, please refer to the Create a

Request Category article.

This field is responsible for the article displaying on Self-Service Portal and populated automatically. Available options:

• External
• Internal

Articles with Object Category = External are displayed on the portal, unlike Internal ones. This attribute can be adjusted within related content item class.

Specify article state. Available options:

• Draft
• Published
• Retired

Articles with the Published state are displayed on the portal, unlike all other states.

Create request template

Request template is a key element of a Service Catalog, allowing raising requests of different types and destinations, helping users efficiently operating 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.

Create a request model

Request model, like a request description, is a Knowledge Base article. Request models are intended for spe

Определяет конкретные утвержденные шаги (например, шаги согласования, включая управление отклоненными запросами), которые будут выполняться для запроса на обслуживание определенного типа или категории. Также модель запроса содержит правила для маршрутизации запроса в соответствующую группу выполнения

Repeat previous steps, but choose the Request Model value in the Content Item Class field.

Create request category

Request Categories help users organize request templates into group.

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

Create request template