Configuring a Service

Anne Ramey

Display Settings

Display settings are settings that have to do with how the form looks, where it appears within Services, or other such items visible to the user before requesting.

Description

This is the visible description of the item. This is also used by the search. If there are relevant terms for searching that are not present in the Service name, this is a good place to incorporate them.

Service Type

This indicates what type of Service form this is, ie a template vs a service. The vast majority of the time, unless you define new types, these will simply be "Service".

Service Status

To make a Service requestable, this must be "Active" or "New". Inactive services do not show up as requestable.

Icon

All of the requestable Services within Service Portal are accompanied by an icon from the font awesome set of available icons. This setting gives you the ability to change the icon being used by a service. You can browse the available icons here.

Categories

This setting allows you to add the Service to any number of the existing categories. Note that the existing categories are created and managed here.

Name / Slug

The name of the form is changable, but the slug is the unique indicator for the Service and should, ideally, remain once the Service has been used. The slug will be part of the Service URL, making the URLs, generally, friendly.

Workflow Settings

Workflow settings have to do with things that happen after the user clicks submit, ie how the request is fulfilled. Note that any fields left blank will fall back on an existing kapp level setting (see this article for details).

The default workflow process, supported by the settings below, is one optional approval followed by one fulfillment task. A different process may be built, but that is the default process.

Owning Team

The owning team has additional visibility into submissions for the request (within Teams).

Approver

The options for Approver are:

  • None: This Service's requests will not require approval
  • Manager: This Service's requests will go to the user's manager (as set up in Service Portal) for approval
  • Team: This Service's requests will go to the indicated team (new field will display) for approval.
  • Individual: This Service's requests will do to the indicated individual (new field will display) for approval.

Fallback/Default Values preconfigured (Space and Kapp): None

Approval Queue Item

This setting indicates the form that is used for any approval configured. This allowed you, if desired, to specify a custom approval form for any of your Services.

Fallback/Default Values preconfigured (Space and Kapp): Queue > Approval

Notification Template Name - Complete

A notification is sent to the customer when their request for this Service is complete. This is the Notification Template that will be used to send that notification. This lets you customize the notification to include specific Service elements or verbage if desired.

Fallback/Default Values preconfigured (Space and Kapp): Notification > Service Completed

Notification Template Name - Create

A notification is sent to the customer when their request for this Service is created and begins it's workflow process. This is the Notification Template that will be used to send that notification. This lets you customize the notification to include specific Service elements or verbage if desired.

Fallback/Default Values preconfigured (Space and Kapp): Notification > Service Submitted

Service Days Due

This setting determines how many days after submission of request the fulfillment tasks will show as the due date.

Fallback/Default Values preconfigured (Space and Kapp): 7

Task Assignee Team

This is the team the fulfillment task will assign to.

Fallback/Default Values preconfigured (Space and Kapp): Default

Task Queue Item

This setting indicates the form that is used for the fulfillment task. This allowed you, if desired, to specify a custom task form for any of your Services.

Fallback/Default Values preconfigured (Space and Kapp): Queue > Work Order