Request Catalog

Home > Service Manager > Services > Request Catalog

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 Progressive 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.

Administration

In order to create and manage the Request Catalogs the following Roles are needed to perform the different actions

• Service Manager Role - Required to View and Access the Services forms where the Request Catalogs are created
• Business Process Manager Role - Required to create and modify any Workflow 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

Creating a Request Catalog =

Catalog Items can be created against both the Incident and Service Request types. This allows you to define which request type any requests will be created as, when the Catalog Item is used.

It is possible to create Catalog items for both the Incident and Service Request Types against the same Service, and for the Catalog Items to appear together under the Service when viewed by customers on the portals, or by analysts logging requests using Progressive Capture.

To Create a New Catalog Item select the + Catalog Item button under the Catalog Item section of either the Incident or Service Request Tab depending on which type of request you want the Catalog Item to be raised as.

Complete the Fields for the new Catalog Item:

• Title – The name for the Catalog Item, which will be displayed on the portals for customers, and for Analysts in Progressive Capture
• Description – Provide information which describes the purpose of the Catalog Item, this will be displayed on the portals for customers and Analysts in progressive Capture

• Configuration – Progressive Capture – Select from defined scripts which can ask the customer or analyst pertinent questions when raising a request for the catalog item
  • Each catalog item can have its own set of questions and these can be configured using the progressive capture utility <Link>

• Configuration – Business Process – Select which fulfilment process will be invoked and followed when a request is raised for the Catalog Item
  • Fulfilment processes can be configured using the Business Process utility <Link>
• Icon – Select an Icon which will represent the Catalog Item on the portals and in progressive capture
• Visibility – Decide if the Catalog Item will be visible and selectable on just the portals, or just in progressive capture to analysts in service manager or to both.
• Language – By Default an English version of the Catalog Item, will be created. It is possible to create the Catalog Item in multiple different languages, should you need to promote the Catalog to users in different languages on the portals or to the analysts in progressive capture.

Status

It is possible to create the Catalog Item in Draft, or published Status.

• Draft – Is not visible on the portals or in progressive capture
• Published – Is visible on the portals or in progressive capture
• Retired - Is not visible on the portals or in progressive capture

Managing 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.
• 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