Difference between revisions of "Request Catalog"
Jump to navigation
Jump to search
| (56 intermediate revisions by 2 users not shown) | |||
| Line 1: | Line 1: | ||
| − | + | 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]. | |
| − | |||
| − | + | [[file:hornbill-document-library.png|Request Catalog|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/request-catalog/]] | |
| + | <!-- | ||
| + | <div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"> | ||
| + | __NOTOC__[[Main Page|Home]] > [[Service Manager]] > [[Service Portfolio]] > [[Services Request Configuration]] > Request Catalog | ||
| + | </div> | ||
| + | {|style="width: 100%" | ||
| + | |- valign="top" | ||
| + | |style="width:73%"| | ||
| + | ==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 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. | ||
| + | |||
| + | |style="width:5%"| | ||
| + | | | ||
| + | |style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"| | ||
| + | |||
| + | == Related Articles == | ||
| + | :* [[Managing Request Catalog Visibility]] | ||
| + | :* [[Services Request Configuration]] | ||
| + | :* [[Business_Process_Designer|Business Process Designer]] | ||
| + | :* [[Intelligent Capture Designer]] | ||
| + | :* [[Service_Manager_Settings|Service Manager System Settings]] | ||
| + | |} | ||
| + | |||
| + | {{#ev:youtube|3Nl9KP4DkjU|400|right}} | ||
== Administration == | == Administration == | ||
| Line 11: | Line 33: | ||
* Progressive Capture Manager Role - Required to create and modify and Progressive Capture Scripts to be used with a Catalog Item | * Progressive Capture Manager Role - Required to create and modify and Progressive Capture Scripts to be used with a Catalog Item | ||
* Business Process Manager Role - Required to create and modify any Workflow to be used with a Catalog Item | * Business Process Manager Role - Required to create and modify any Workflow to be used with a Catalog Item | ||
| + | |||
| + | Catalog items can be created to support Incident Management, Change Management and Request Fulfilment | ||
| + | |||
| + | [[File:Information.png|14px|text-top|Information]] By default Change Catalog Items can't be raised from the Customer or Service Portal. | ||
| + | |||
| + | Enabling system setting: '''guest.servicemanager.portal.additionalRequestTypes.change''' will allow Change Catalog items marked as '''Portal''' or '''Both''' visibility to be visible on the Portals. | ||
| + | * Please beware that enabling this setting will also allow customers to see any historical changes which have been raised and they have been set as the customer of the Changes (even if no Change Catalog Items were used on the Change records). | ||
== Creation == | == Creation == | ||
| − | Catalog Items can be created for | + | [[File:ServiceCatalogItemLIst.png |right |400px]] |
| + | Catalog Items can be created for Incidents, Service Requests and Changes under the Request Configuration section of a Service. | ||
| + | |||
# On the Service form select the Request Configuration tab | # On the Service form select the Request Configuration tab | ||
# Locate the section titled ''Catalog Items'' | # Locate the section titled ''Catalog Items'' | ||
| Line 26: | Line 57: | ||
* Icon – Select an Icon which will represent the Catalog Item in portals and in progressive capture | * Icon – Select an Icon which will represent the Catalog Item in portals and in progressive capture | ||
* Visibility – Decide if the Catalog Item will be available on just the portals, or just to support staff, or to both | * Visibility – Decide if the Catalog Item will be available on just the portals, or just to support staff, or to both | ||
| − | * Language – | + | * Language – Select the language that this Catalog Item is being written in. This will default to the language that is currently being used in the user's session |
* Draft and Published Statuses | * Draft and Published Statuses | ||
** Draft – Is not visible on the portals or in progressive capture | ** Draft – Is not visible on the portals or in progressive capture | ||
** Published – Is visible on the portals or in progressive capture | ** Published – Is visible on the portals or in progressive capture | ||
| − | |||
| − | |||
== Managing == | == Managing == | ||
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 | ||
| Line 42: | Line 72: | ||
[[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|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. | ||
| Line 74: | Line 104: | ||
== Language == | == Language == | ||
| − | If you are working in a multilingual environment you can publish each Catalog Item in a number of different languages. | + | If you are working in a multilingual environment you can publish each Catalog Item in a number of different languages. Any user that has a matching language set against their profile will see this Catalog in their preferred language. |
| − | === | + | === Add a Translation === |
| − | + | The Language option provides a list of all of the different languages that this Catalog Item has been translated into. A newly created Catalog Item will only show the language that was selected at the time of creation. To add a new translation click on the ''Add Translation'' button which will expose the options for publishing this in another language | |
| − | + | * Language - Select the new language that you wish to add | |
| − | + | * Translate - Clicking this button will take the original title and description from the default language and automatically translate these fields using Google Translate. The Title and Description fields will be automatically populated with this translation. These fields can also be manually edited to either add your own translation or used to correct any mistakes made by the automatic translation | |
| − | + | :: [[File:Information.png|14px|text-top|Information]] Clicking on the ''Translate'' button will overwrite any information that is already held in the Title and Description fields. | |
| + | |||
| + | === Update a Translation === | ||
| + | * Delete Translation - Clicking on this button will delete the language translation that is currently selected in the Language pick list. | ||
| + | :: [[File:Information.png|14px|text-top|Information]] The default language translation cannot be deleted, therefore this button in not available when the default language is selected. The default language is a fallback and is displayed to a user who is using a language that does not have an associated translation available. | ||
| + | * Update - If a manual change has been made to either the Title or Description fields, to save these changes by clicking on the ''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. | ||
| + | --> | ||
| + | [[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.
