Accessing Service Items
Service Items are accessed from the Service Catalog Console, and only service items related to the current service catalog are displayed. A type search and clear option are located beneath the service catalog box. New, clone, and delete buttons are available below the service items table.
Here is an example Catalog with Service Items:
Creating Service Items
The basic method for creating service items is with the ‘New’ button below the service item table. Clicking on ‘New’ brings up the following dialog.
A new service item is set to the current catalog and cannot be changed. You can select a type from the drop-down list or type in a new entry. It is not required. Service Item Name and Service Item Description are required. Leave the Open Anonymous box checked, this is very valuable for troubleshooting (aloows you to use the Open Anonymous link).
Anonymous vs Targeted
An anonymous service item means it has no data stored in Remedy before anyone clicks to open it. A prime example is the link on a web portal. Even if the customer is required to authenticate before accessing the link, there is no data about the customer stored in Remedy before the service item opens. One visible clue that a service item is in open anonymous mode is the URL. If the URL ends with "DisplayPage?srv=KS06f0266549bf", the srv= means that it is anonymous. The instanceId that comes after the equals sign is the ID for the service item.
A Targeted request is the "opposite"of an anonymous service item. The targeted request knows information (has a base record already created) for the link for the customer to click on. This means that the targeted request was likely pre-defined and created in the request system before being sent to the customer. The best exampleof this is an approval.
Here is the ending portion of a URL for a targgeted request DisplayPage?csrv=AGGAA5V0FUPIEA. The two differences to an anonymous URL are the csrv which indicates that it is using an instance Id of a particular request, and the instance Id after the csrv. This instance Id is from the base (KS_SRV_CustomerSurvey_base form) of the request.
The status of a service item determines what actions are available to the customer, and how changes are made.
Reference table for Service Item Status
|Service Item Status||Description|
This is the testing mode for the request. All functionality is available from this status.
Changes are not audited in this status
Active requests are requests that are in production.
Modifying questions, integrations, and other configuration items are disabled as changes to an active request can skew results or cause other unexpected issues.
If a change needs to be made to an active request, you must click on the “Allow Modification” button in order to make any changes.
Any changes are audited in this status.
|Inactive||Participants can complete requests but new requests cannot be sent to participants.|
|Closed||This locks the request and changes cannot be made. New requests cannot be sent and requests in the field cannot be completed.|
|Delete||This deletes a service item. All results are also deleted.|
Many Service Items never make it out of New status, primarily because developers do not want to lose the ability to easily make changes.
Service items can go between Active, Inactive and Closed as often as needed. However, a service items in the Active, Inactive, or Closed status cannot return to a New status. Before changing the New status to Active, be sure you are ready to deploy your service item.
NOTE: Deleted service items are held in a Delete status for up to 48 hours. If you need to un-delete a service item, there is a tab on the Configuration Manager where you can select the service item and restore it. Otherwise, there is a Remedy escalation that checks to see if service items are in a delete status, and have been in that status for over 24 hours. The escalation normally runs at 2AM.
The main reason to add or modify attributes is to attach your service item to specific categories. There are other attributes available, but categories are the best example. To add new attributes for all templates, check out the Attributes tab on the Configuration Manager.
A cloned service item copies all of the questions, notifications, tasks and attachments from the original; in essence, it is an exact duplicate of the original service item. Cloning is useful when you need a new service item that is similar to an existing service item.
For example, you need a new service item with only one or two questions different from last year’s, or a copy of a service item in a different language but with all the same questions. Cloning is also the best way to make copies of a general service item template that is the basis of a large set of other service items.
Cloning also keeps track of the ID of the original for tracking or reference purposes.
If you need your customers to be authenticated (login) before completeing a service item, check the ’Require Authentication’ box on the Audit tab. There is a choice of the default authentication form, a form you create, or using an outside authentication. If you use your own authentication (SSO), you will need to write your own code to connect it to your own authentication system. There is a sample SSO example available.
This field on the lower left corner of the Advanced tab is used to provide a "friendly" name for your service item. The most common use is for a catalog, portal or submissions page, but it can be used for any service item. The field is called 'Display Name for URL' and the value must be unique throughout the entire Kinetic Request application, not just a catalog like a service item name.
To use the display name, you need to be able to create the url (for example on the confirmation page of a service item). Replace the srv= with name= and the instanceId of the service item with the display name.
Here is the url for the activities catalog if you click on Open Anonymous:
Here is the "friendly" URL:
Here is a screenshot with the Display Name for URL completed:
Complete Activity 2 - Creating a Service Item