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Service Catalog Consoles

Creating and Maintaining a Service Catalog

Accessing the Service Catalog Console

The Service Catalog Console is the access point to create and maintain both Service Catalogs and Service Items. You can access it from the home page on the Remedy User Tool, or through the quick links on the mid-tier.

Example from the User tool:

user tool home screen.JPG

Example from the mid-tier:

mid-tier home page.JPG

 

Service Catalog Console Overview

The Service Catalog Console is the single portal to access service catalogs and service items.

Example of the Service Catalog:

service catalog console.JPG

The console can be broken down into three general areas.

The Manage Request links on the Left hand side apply to consoles that are not specific to a single service catalog.

The Service Catalog and Service items table on the top portion of the screen define your service catalog and list the service items present in the catalog.

Service Item Details shows the specifics of a selected service item from the table above.

Service Catalog Details

To access the Service Catalog, click on either the New or Modify buttons listed under the name of the current service catalog. 

The Clone button will clone only the information about the service catalog, not the service items in the catalog itself. Delete will remove the catalog, and all of the associated service items.

WARNING: Deleting Service Items also deletes all the answers associated to questions on the service item. You do have a minimum of 24 hours before the service item is deleted from the Remedy database, but when it is gone, it will take a database restore to get the data back.

Example of a new service catalog:

service catalog new dialog.JPG

Required fields have bold labels. The only required fields that do not have labels are Service Catalog, Catalog Description. and Status. Catalog description is the name of the catalog and must be unique. Catalog Description is descriptive text that is used to dscribe the purpose of the catalog. Status defines the availability of the catalog, Active, Inactive, or Delete.

Visible to Group controls who can access the catalog by referencing the related remedy permission groups. You must enable authentication (normally on the launcher or web portal) for this feature to work. Management Group is the Remedy group that can create or modify the service items in that catalog.  It is limited to one Remedy permission group, while Visible To Group can have multiple groups.  Both fields default to Public.

Web Server URL and Display Page (JSP) default to the values in the Configuration Manager, but can be set to alternate values if needed, such as creating a web server specifically for external customers. 

Logout Action and Template allow you to define a specific action/location for the logout option if you are using authentication.  This is an option defined per service catalog.

Service Catalog Functions

There are four tabs along the bottom of the service catalog dialog that add more functionality to your service catalog definition. All tabs are optional.

Attributes

Attributes are used to add information to your catalog without having to add fields to a Remedy form.  Common uses for attributes are version numbers, or Requested by Department.

To add an attribute value, select the Attributes tab and highlight the attribute you want.  Enter the value for the attribute in the field below the Configured Attributes table, and click Add. 

service catalog attributes.JPG

To modify or delete an attribute value, select it from the Configured Attributes table and either modify the value in the field below the table and click Modify, or just click Delete. 

Categories

Service Item Categories gives you an easy way to display service items in a service catalog. The items are ordered by priority with an integer value (i.e., 1, 2, 3, or 100, 200, 500).  In general, service items must be added to at least one category (it is not required) to be shown on the service catalog launcher portal, and they can be added to more than one category. 

service catalog categories.JPG

How to Add a New Category

Use the following steps to add a new category. Use the Modify or Delete buttons to change or remove a category.

  1. From the Service Catalog Categories tab click Add
  2. Enter a Category name in the Category field - required
  3. Select a Status from the drop-down - required
  4. Enter a Category Description
  5. If applicable, choose an Icon Name. Icon images are held in the Kinetic Request Image Library. If you want a new image, it must first be added to that service item (SYSTEM_DEFAULTS service catalog).
  6. If needed, select a Service Item Name from the drop-down menu. This is only used if you need to display all the service items in the category in a specific service item for styling or space considerations. This is not required.
  7. Select the Number of Items using the up/down arrows on the field. This option can limit the number of service items that are displayed in case you have a space limitation.
  8. Choose a Sort Order. This determines how this category relates to others for sorting or display purposes.
  9. When finished, click Save or Cancel to exit.

Service catalog category blank dialog.JPG

Launcher Template

A Launcher Template is the “web portal” that presents a catalogs service items to customers.  Launchers are specialized service items.  To add a new Launcher to your catalog, click the Launcher Template tab.  A template named “IT Service Catalog” is provided.  Enter a name in the Launcher Template Name field, and click Generate.  When the name you entered disappears, the new launcher has been created.

service catalog launcher template.JPG

Even though Launcher templates are service items, they are designed with special components and it is important to understand that they cannot be edited the same way.  Most of the layouts like text or a column, or the “fine tuning” elements, are managed through the style sheet for the service item.

NOTE: The template service item is an old style used in previous versions of Kinetic Request. Please see our articles on Bundles for other options. TODO

Attach Service Item

From the Attach Service Item tab, a service item can be cloned (copied) to the Service Catalog currently referenced, leaving a copy in the originating Catalog, or moved from one catalog to another. 

service catalog attach service item.JPG

The table displays all the service items you have permissions to, excluding service items in the currently selected catalog.

Using Clone to Current Catalog will make a copy of the selected service item in the current catalog.  Move to Current Catalog will take the service item out of its current service catalog and move it to the currently selected catalog.  Be careful with this option, it could also remove access to the service item on the web portal.

The Move to Current Catalog is often used to move "retired" service items to an archive service catalog.