[*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, 


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

создать симпл-ноду (карточку), которая будет точкой доступа для каталога, в дереве Portal Main Cards, поменять в ней URL. По этому урлу должна быть размещена портал нода. Должны быть страницы каталога (список запросой и форма запроса, portal pages Service Catalog и Catalog Request Form, их можно скопипастить )

Create a service catalog

The service catalog record is the 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

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


Create a service category

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

FieldMandatoryDescription
NameYSpecify a category name.
Service CatalogNSpecify a catalog to which this category relates to. If a category is created out of any existing catalog, this field populates automatically with the catalog name.
Parent categoryNSpecify a parent category for this category if you are creating a multilevel category structure. If a category is created out of any other category, this field populates automatically with the parent category name.
ImageNSpecify an image for portal category record decoration.
DescriptionNSpecify a category description.
OrderNEnter a number allowing to define category order in a catalog. Categories are sorted in ascending order.
ActiveN

Select this checkbox to make categories active or inactive.

If a category is not active, all items and subcategories in it will not be available on the Self-Service Portal.


Create a task template

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.
FieldMandatoryDescription
NameYSpecify a task template name
TableY

Specify a table to process by this template. This table should be opened to create new records in it and contain all necessary fields implementing logic for a template.

For example, Absences and Vacations

Create table
Select this checkbox if a new table for catalog items should be created in addition to existing ones.
StateY
OrderNEnter a number allowing to define item order in a catalog. Items are sorted in ascending order.
ActiveNSelect this checkbox to make this template active or inactive. If the template is inactive, then it will not be displayed on the Self-Service Portal.
ImageNSpecify an image for portal catalog record decoration.
DescriptionNSpecify a task template description to display on a 
These fields are displayed when the Create table checkbox is selected
Parent tableYSpecify a parent table for a newly created table.
Service catalogYSpecify a service catalog record parent for this task template.
Service categoryYSpecify a service category record parent for this task template.
These fields are displayed when the Create table checkbox is unselected
Service catalogYSpecify a service catalog record parent for this task template.
Service categoryYSpecify a service category record parent for this task template.