Request Catalog

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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 User 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
• 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

Creation

Catalog Items can be created for both Incidents and Service Requests under the Request Configuration section of a Service.

1. On the Service form select the Request Configuration tab
2. Locate the section titled Catalog Items
3. Click on the Add Catalog Item button

Options and Features

• 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
• Progressive Capture – Select from defined scripts which can ask the customer or analyst pertinent questions when raising a request for this Catalog Item
• Business Process – Select which workflow will be invoked and followed when a request is raised for this Catalog Item
• 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 available on just the portals, or just in progressive capture to support staff 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 languages, should you need to promote the Catalog to users in different languages on the portals or to the analysts in progressive capture
• Draft and Published Statuses
  • Draft – Is not visible on the portals or in progressive capture
  • Published – Is visible on the portals or in progressive capture
• Language - If there is more than one language used by Service Manager users or Portal users, you can create translated versions of each Catalog Item.

Managing

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.
• 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

If this list is empty, subscribed users for this Service will not have an option to raise a request from the portals.