Difference between revisions of "Request Catalog"
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| + | This document can now be found at its new location in the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/request-catalog/ Hornbill Document Library]. | ||
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| + | [[file:hornbill-document-library.png|Request Catalog|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/request-catalog/]] | ||
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| − | __NOTOC__[[Main Page|Home]] > [[Service Manager]] > [[Services]] > Request Catalog | + | __NOTOC__[[Main Page|Home]] > [[Service Manager]] > [[Service Portfolio]] > [[Services Request Configuration]] > Request Catalog |
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==Introduction== | ==Introduction== | ||
| − | The Service Request Catalogs provide a structured way of promoting the available types of requests for a particular Service. Items in the Request Catalog are available to subscribed users of a Service on the Hornbill Portals and can also be accessed by Support Staff to provide a standard way of raising a particular type of request. Each item in the Request Catalog can be configured to run its own unique | + | The Service Request Catalogs provide a structured way of promoting the available types of requests for a particular Service. Items in the Request Catalog are available to subscribed users of a Service on the Hornbill Portals and can also be accessed by Support Staff to provide a standard way of raising a particular type of request. Each item in the Request Catalog can be configured to run its own unique Capture Script allowing you to prompt for information required for that request and it can run its own Business Process Workflow to define how that request will be fulfilled. |
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== Related Articles == | == Related Articles == | ||
| + | :* [[Managing Request Catalog Visibility]] | ||
| + | :* [[Services Request Configuration]] | ||
:* [[Business_Process_Designer|Business Process Designer]] | :* [[Business_Process_Designer|Business Process Designer]] | ||
| + | :* [[Intelligent Capture Designer]] | ||
:* [[Service_Manager_Settings|Service Manager System Settings]] | :* [[Service_Manager_Settings|Service Manager System Settings]] | ||
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The available Catalog Items are displayed in a list under the Catalog Items section. From this list there are three options available | The available Catalog Items are displayed in a list under the Catalog Items section. From this list there are three options available | ||
* Ordering Catalog Items – It is possible to influence the order in which the Catalog Items will appear on the portals (under the Service) by dragging and dropping to reorder the Catalog Items. | * Ordering Catalog Items – It is possible to influence the order in which the Catalog Items will appear on the portals (under the Service) by dragging and dropping to reorder the Catalog Items. | ||
| + | * Managing Catalog Visibility - it is possible to configure which service subscribers can view each catalog item | ||
* Update – It is possible to edit the details or status or to add additional languages to the Catalog Item by selecting the update Cog icon | * Update – It is possible to edit the details or status or to add additional languages to the Catalog Item by selecting the update Cog icon | ||
* Delete – It is possible to permanently delete the Catalog Item by selecting the Delete Bin icon | * Delete – It is possible to permanently delete the Catalog Item by selecting the Delete Bin icon | ||
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[[Category: Service Manager]] | [[Category: Service Manager]] | ||
| − | + | == Intelligent Capture == | |
| − | == | ||
The Request Catalog Items have been created in a way to allow each Catalog Item to be published to either Portal Users, Support Staff, or both. Publishing a Catalog Item to both of these groups enables a member of the support team to raise a request on behalf of a user while following the same steps that the user would experience in the portals. This ensures that the same information is captured no matter what the source is. | The Request Catalog Items have been created in a way to allow each Catalog Item to be published to either Portal Users, Support Staff, or both. Publishing a Catalog Item to both of these groups enables a member of the support team to raise a request on behalf of a user while following the same steps that the user would experience in the portals. This ensures that the same information is captured no matter what the source is. | ||
| − | [[File:PCServiceFormCatalog.png |400px|right| | + | [[File:PCServiceFormCatalog.png |400px|right|Capture Service Form]] |
=== Service Details Form === | === Service Details Form === | ||
The Service Details Form is required to give a support person the ability to select a Catalog Item when raising an Incident or Service Request. Selecting a service on the Service Details form will expose any available Catalog Items for that service. | The Service Details Form is required to give a support person the ability to select a Catalog Item when raising an Incident or Service Request. Selecting a service on the Service Details form will expose any available Catalog Items for that service. | ||
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* Preview Google Translate - This is a sub-action of the ''Update'' button which is accessed by clicking on the arrow next to ''Update''. This will translate the Title and Description fields using the default translation without saving it. This Preview can then be saved using the main ''Update'' button. | * Preview Google Translate - This is a sub-action of the ''Update'' button which is accessed by clicking on the arrow next to ''Update''. This will translate the Title and Description fields using the default translation without saving it. This Preview can then be saved using the main ''Update'' button. | ||
* Update with Google Translate - This is a sub-action of the ''Update'' button which is accessed by clicking on the arrow next to ''Update''. This will automatically translate and save the Title and Description fields. | * Update with Google Translate - This is a sub-action of the ''Update'' button which is accessed by clicking on the arrow next to ''Update''. This will automatically translate and save the Title and Description fields. | ||
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| − | [[Category: | + | [[Category:HDOC]][[Category:Videos]] |
Latest revision as of 20:31, 16 February 2024
This document can now be found at its new location in the Hornbill Document Library.
