Page Comparison

This article contains the following topics:

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• Modify or update existing catalog item to change the set fields or values that are associated to the template.

• Define routing rules for the catalog item, and specify whether this should override other auto-routes. 

• Identify Attributes Values to be automatically available when the catalog item is accessed.

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• Manage (grant or revoke) permissions for access to the catalog item to contacts, support groups, and roles
• Export a single catalog item or multiple catalog items

Here are a few of the benefits of using a service catalog:

• The effort that is required to log the request is simplified because you can prepopulate all of the essential fields the catalog item.

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• You can configure a catalog item to perform the following actions:
  • Override an auto route.
  • Automatically assign a workflow action when a task ticket is created.
  • Automatically assign values to selected ticket fields.
• Categories are used to filter the list of templates available in the Service Catalog workspace for analysts and end users.

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• When you modify an existing catalog item, the changes become applicable on all new transactions using the catalog item. Older records, however, remain unchanged.

• You can delete catalog items only when the catalog item has no dependent data.

Export Catalog Items

The purpose of introducing export is to have the ability to export catalogs between different environments. Consider a catalog "Emergency Change Request".This can be initially created and tested in the Testing or Staging environment and then exported to an XML file and imported into the Production environment.

To initiate the Export process, follow the below steps :

• Navigate to Manage> ADMINISTRATION> Tools> Service Catalog Configuration.
• Select the required catalog items you wish to export.
• Click on Bulk actions and choose either "Export All" or "Export Selected".Click on "Export All" to export all the available Service catalogs.
• An XML file gets generated and downloaded. All the entities related to the selected catalogs such as users, groups, role, custom fields, organization, communication template, etc. are also available in the XML file.

The XML file downloaded can now be imported to the target environment.

Import Catalog Items

To import a service catalog in the target tenant, follow the below steps:

• Navigate to Manage> ADMINISTRATION> Tools> Bulk Process Data.
• In the Step 1: Process file, Browse the XML file to be imported and click on the Upload button.
• You can now, move to Step 5: Process Execution tab to check the upload status and logs for any errors.

Predefined Catalog Items

The following predefined catalog items are supported in Intelligent Service Management:

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1. Log in to the application as an Administrator or Service Owner.
2. Navigate to Manage> ADMINISTRATION> Tools, and from the list of Tools click Service Catalog Configuration.
   A list of active catalog item displays in the list. You can modify an existing catalog item or can configure a new catalog item.
3. Click New Catalog.
   The Quick Wizard to create a new catalog item displays.
4. Specify the Basic Properties for the service:
   1. Click Browse to add an image to the catalog item.
   2. Specify the Catalog Name.
   3. Describe Your Catalog.
   4. Select the Ticket Type. You can create catalog items for Service Requests, Incidents, Problems, Change Requests, and Task Tickets.
   5. Select the Catalog Category. The catalog categories appear on the Service Catalog workspace and allow you to filter the catalog items that are based on a specific category.
      The following categories are available:
      • General
      • Employee Services
      • IT Services
        Note: You can also create a new category. The new category is available under Service Catalog workspace. 
   6. Click Proceed To Next Step.
5. Define the Ticket Attribute, assign default values to the ticket attributes. The Define Attributes Section on the ticket template lets you select fields on a ticket form and prepopulate it with relevant information. You can set either the standard ticket fields or custom fields on the ticket.
   Note: For information about the attributes that correspond with each ticket type, see Define the Attributes.
6. Click Save & Proceed To Next Step.
7. Provide the user permission in Viewers section. The viewers field governs who can use this catalog to create the ticket. You can provide permissions to:
   • Users: For example, Analysts, Administrators, or SSUs
   • Groups: For example, the incident management support group
   • Roles: For example, KB Analysts
     Note: Only the administrator has the permission to provide or revoke these permissions.
8. Click Proceed To Next Step.
9. Attach a Process, select a process that you want to attach to this catalog item. You can also create a new process to attach to this catalog item. You can attach only one Process to a catalog item.
   Note: While attaching a process that is already defined and published ensure that the process matches the ticket type of the catalog Item.  For more information, see Design a Process Workflow.
10. Click Save & Exit.

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The Define Attributes section on the catalog item lets you specify fields on a Create Ticket form and prepopulate them with relevant information. You can set the standard ticket fields or the custom fields on the ticket. You can select a relevant field for the ticket from the drop-down list in the Define Attributes. All fields on a ticket are listed in the drop-down list. The standard fields on the ticket are listed at the top; followed by the custom fields. You can select appropriate standard fields like Status, Reason Code, Phase, Impact, Priority, Urgency, Description, and set values for these fields. The following table lists the allowed attributes that are available on the Create Ticket form.