Use > Plan > Service Catalog Management > Edit an offering

How to edit an offering

You can edit multiple records simultaneously by selecting them in the grid and updating them in the Preview pane on the right. For more information, see Mass update.

  1. From the main menu, select Plan > Service Catalog > Offerings.

  2. Select the offering you want to update.

    To filter the record list, click the Add filter  button. For more information, see Filters.

  3. Click the record identifier in the ID column to display the selected record.

  4. By default, the offering record is displayed with the General tab selected. Click the tab you want to edit or view.

    Tab Description
    General General details for the offering. For more information, see General tab.
    User options User options are specific user-defined attributes for an offering. For more information, see User options tab.
    Price Prices for the offering. For more information, see Price tab.
    Rules

    Defined business rules for a request offering.

    For each of the process events, you can add rules to run before or after the general record business rules. For more information, see Offering business rules.
    Task Plan Task plan and approval plan for processing the request offering. For more information, see Task plan tab.
    Default values Set default values for the details of the offering. For more information, see Default values tab.
    Discussions Displays any relevant conversations about the selected record. For more information, see Discussions.
    History Displays changes to the selected record. For more information, see History.
  5. Save your changes.

General tab

This tab includes the following sections:

Offering details

Field Description
Display label The name of the offering. This is used as the display label.
Description A description of the offering.
Status

  • Active. The offering is available in the Service Portal and in the Service Request Management module, depending on the entitled audience. The offering is also available to an Agent dealing with a Live Support call.

  • Inactive. The offering is not available in the Service Portal, nor in the Service Request Management module.

  • Internal. The offering is not available to a user in the Service Portal, but it is available in the Service Request Management module. The offering is also available to an Agent dealing with a Live Support call.
Offering type
  • IT Support Offering. Offering related to support requests.
  • IT Service Offering. Offering related to service requests.
  • HR Support Offering. Offering related to human resources requests.

Note If Offering bundle is selected, this value is restricted to IT Service Offering, and HR Support Offering.
Offered asset model The model of the asset needed for the offering. When the offering is consumed by a request, the request searches the stockrooms for an asset matching the asset model.
Service definition The service to which the offering belongs.
Offering bundle

Select this check box to indicate that the offering is an offering bundle, that is, a bundle of offerings.

Note An offering bundle can only be an IT Service Offering or HR Support Offering.
Default offering

Select this check box to define the offering as a default offering. Default offerings are used in the Service Portal in the Request Support screen. When the system suggests offerings and no suitable offering is selected by the user, the default offering is used.

You can create multiple default offerings, for example based on a user’s entitlement rules.

Use-case example: In multinational organizations, local IT can set default offerings for all users with the same location. This way the offering is ready to be routed to the right help desk in the right location.
Promote

The value in this field controls the order in which offerings (and articles, using a similar field) display on the catalog and category pages of the Service Portal.

The priority order of the display is:

  • Recommended

  • Normal

  • Deprecated

This feature allows the IT department to promote offerings. For example, they may want to promote a new Skype for Business headset so that more users start using Skype for Business. It can also help them phase out old offerings, but still keep the offerings at hand in case they are needed again.

Hide attachment in Service Portal Select this check box to disable the Attachments section in the Service Portal.
Action type

If appropriate, select the action to match the offering.

For example, for an offering that creates a subscription, select Create subscription. For an offering that cancels a subscription, select Cancel. For an offering that updates a record, select Update.
Required asset information

Defines the asset - device, infrastructure, actual service, or subscription - required to classify a request under this offering. This is sometimes connected to Action type.

For example, assume there is an offering Increase VM memory. The Action type for the offering is Update. The Required asset information would be Device, because to fulfill the request, the help desk first needs to know which VM should have its memory increased, and fulfilling the request would update the VM record.

As another example, assume there is an offering Check my PC age. Again the help desk needs to know which PC the request is for. So, the Required asset information would be Device. But in this case, Action type would be left empty, because the offering is not intent to create, update, cancel, or pause the device.

Available when:Action type is notCreate subscription.
Image A representative icon for the offering.

Agreements

Select a SLA and an OLA/UC in the Agreements session. Only active agreements appear in the drop-down lists. Selected agreements determine the Service Level Target for the request based on this offering. For more information, see Service Level Management.

Submission via email

Select Allow request creation from email check box to enable the automatic creation of a request based on the offering by clicking a link in a specially prepared email sent by the Service Portal.

Note If this check box is not selected, a user is directed to the Service Portal to open a request. For more information, see Links to offerings.

Audience

The Audience section specifies the audience for the offering; that is, which users are able to see and request the offering in the Service Portal (For example, the offering may be designed specifically for a certain location or group).

Audiences are defined in Administration > Master Data > People > Entitlement Rules. For more information, see How to manage entitlement rules.

To add an entitlement rule, do one of the following:

  • Click Add , then select the rule from the list, or type a few characters to search for the rule.
  • Click the list icon ( Expanded list icon ) to display the available entitlement rules. Select the check box for each rule that you want to add. Click OK.

To filter the record list, click the Add filter  button. For more information, see Filters.

The selected rules appear in yellow. When you save the record, the rules are added.

To remove an entitlement rule, select the rule and click Remove. The selected rules appear in strikethrough text. When you save the record, the selected rules are removed.

Public audience

This option allows you to set whether and how requests created under the offering may be shared. If a request is shared with someone, that person is able to do the following to the request:

  • Find it (by searching)

  • View it

  • Comment on it

  • Follow it

  • Not follow it

  • Receive updates on it

In addition, if you follow the request, your comment may be promoted as a solution.

This option is configured as follows:

Field Description
Allow public

Setting determines whether requests under the offering are shared:

  • Never - never shared.

  • Optional - sharing is determined for each request when the Service Portal user receives a confirmation message that the request has been successfully submitted.

  • Always - always shared according to the Public scope setting.
Public scope

Setting determines the extent of sharing:

If Allow public to set to Never:

  • Private - Requested by user and Requested for user can see the request in the Service Portal.
  • Confidential - request is hidden from the Requested for user in the Service Portal, only Request by user can see the request.

If Allow public to set to Optional or Always:

  • Location - at the same location hierarchy as that of the person in the Requested for field of the request.

    Location hierarchy is configured in the Service Portal feature settings. It is one of the following:

    • Country

    • City

    • Office

    • Building

    • Floor

    For example, the person in the Requested for field of the request is in this location:

    North America > United States > San Diego > San Diego Office

    If Public scope is set to Location, and Location hierarchy is set to City, sharing is with those at:

    North America > United States > San Diego

    If Public scope is set to Location, and Location hierarchy is set to Country, sharing is with those at:

    North America > United States

  • Organization - shared with people who are in the same organization as that of the person in the Requested for field of the request.

  • Location & organization - shared with people who have the same location (as above) or are in the same organization, as that of the person in the Requested for field of the request.

Related asset model

You can select asset model records to relate to the offering.

To add a linked record:

  1. Click Add or the grid icon .

  2. Select the record(s). The added items appear in yellow.

  3. Click Save.

To remove a linked record:

  1. Select the record(s).

  2. Click Remove. The selected items appear in strikethrough text.

  3. Click Save.

User options tab

You can define the user options in one of the following ways:

Define user options in the User options tab in the offering record

    1. Click New field to add a field.

      The properties for each field are shown in the right pane.

      Property Description
      Name

      The name of the user option.

      Note The name:

      • must start with an upper case letter
      • may contain alphanumeric characters only (A-Z, a-z, 0-9)
      • may not contain spaces
      • must end with _c. This suffix is added automatically. You do not need to enter it manually.
      Display name The display name of the field in the Service Management user interface.
      Field type

      The field type:

      • String. A textual value.

      • Boolean. A true or false value.

      • Numeric. A numeric value.

      • List. A list of values. Select a predefined list, or click  Add to define a new list. Edit the list's items if desired.

        When List is selected, the List order field appears. Select Alphabetical to sort the list alphabetically, or Ordinal to sort the list by the user-defined order. For more information, see Create or edit a list in the User Options tab.

        For editable lists, you can edit the list items here. For more information, see Lists.

      • Date. A date value.

      • Rich text. A value in rich text format.

      • DateTime. A value with date and time.
      Field size The size of the field in the Service Management user interface. Select Medium or Large. In the Service Portal, all fields are displayed as a fixed size, one field per line, regardless of the selected field size.
      Required

      Determines whether the field is mandatory or not. That is, if selected, the user must fill in a value for this field.

      Visibility

      Defines where the user option in the offering is visible:

      • Agent. The user option is visible in Service Management, for internal use only. For example, the value for this user option might be calculated based on the values of other details that the Service Portal user entered when opening a request.

      • User. The user option is visible both in the Service Portal, and internally in Service Management.

    2. Repeat for each new field.

    3. Click the Move Up and Move down buttons on the toolbar to determine the order in which the user options should be displayed.

Populate the user options using an already-defined fulfillment plan

Note This option is not relevant for offering bundles.

In this case, select a plan from the Fulfillment Plan list. The user options from the fulfillment plan populate user options of the task plan.

To edit any of these user options, click Edit fulfillment plan, and edit the user options in the fulfillment plan itself.

Keep in mind that when you update a fulfillment plan, all offerings that consume this fulfillment plan are also affected by these changes.

For more information about fulfillment plans, see How to create or edit a fulfillment plan.

Note To clear the fulfillment plan selection, click the button in the Fulfillment Plan field.

User options and offering bundles

For offering bundles, you must map the user options to the user options of the bundled offerings:

  1. Select a bundled offering, and click the Set user option mappings button.

  2. Enter hard coded values or Expression Language phrases for the user option mappings.

  3. Repeat for each bundled offering, for each user option you want to map.

Development and production tenants

If you have development and production tenants, any changes made to the user options must be made on both the development and production tenants, to keep the tenants synchronized. The Dev2Prod synchronization does not synchronize user options. For more information, contact your administrator.

For information about offering bundles, see How to edit an offering.

For an example of user options for pricing of offerings, see User options pricing example.

For information about production and development tenants, see Development and production tenants.

Price tab

Note With the Catalog Administrator role, you can do the following:

  • In the Default tab:

    • Set whether price information is visible to Service Portal users

    • Define the basic upfront and recurring price, together with the additional price per user options

  • In the Advanced tab:

    • Further define the price based on location.

This tab is split into a Default tab and Advanced tab.

  • The Default tab displays the following:

    • Visible to Service Portal

      Select this option if you want the price to display in the Service Portal.

      If selected, this only affects the display of price information. Any request created using the offering continues to use price values as configured.

    • Basic pricing

      Field Description
      Currency The currency used for the price.
      Price The basic, minimum, upfront price of the offering.
      Recurring price

      This is the extra amount charged for the offering, every time period specified in the recurring period field.

      For example, if the recurring price is $5 and the recurring period is monthly, every month there is an extra $5 charge for the offering.
      Recurring period If applicable, this is how often the recurring price is charged for the offering.

    • Pricing per user options

      If applicable, any user options added to the basic pricing are displayed. Valid user options for pricing are either Boolean or list type.

      For example, you might configure an offering for a server so that the price is increased dependent on the CPU and the memory size. For an example of user options for pricing of offerings, see User options pricing example.

  • The Advanced tab displays any location-based pricing for the offering.

    1. Click Add Location to add a location.
    2. Complete the pricing details for the location.
    3. Click Save.

    • You may add multiple locations to define pricing for different locations.

    For an example, see Advanced pricing example.

Rules tab

For each of the process events, you can add rules to run before or after the general record business rules. For more information, see Offering business rules.

Task plan tab

A task/approval plan is a set of tasks/approvals in a record's workflow that need to be completed before moving from one phase to the next. A task plan may include automated tasks, manual tasks, and decisions that need to be made by the system to determine which path of the task flow to follow. An approval plan includes approval tasks, and may contain decisions that need to be made by the system to determine which path of the approval plan to follow.

Note For offering bundles only: When an offering is added to an offering bundle, Service Management automatically creates an automated task in the task plan of the offering bundle.

When a request is opened using the offering bundle, and reaches the Fulfill phase, each automated task in the task plan triggers the creation of a child request for its respective bundled offering. The automated task is also responsible for monitoring the progress of the offering. For more information, see How to create a request record.

You can customize the task plan as with a task plan for any offering.

Limitation: Each time you add an offering to the offering bundle, or remove a bundled offering from the offering bundle, the task plan is reset. In the case of removing a bundled offering, customizations to the task plan are overwritten.

To define a task plan, do one of the following:

  • Define a task and approval plan in the offering record. For more information, see How to build a task/approval plan.

  • If you selected a fulfillment plan to populate the user options (above), the fulfillment plan's task plan populates the offering's task plan.

    To edit the task plan, click Edit fulfillment plan, and edit the task plan in the fulfillment plan itself.

    Keep in mind that when you update a fulfillment plan, all offerings that consume this fulfillment plan are also affected by these changes.

    For more details about fulfillment plans, see How to create or edit a fulfillment plan.

    Note To clear the selection, click the button in the Fulfillment Plan field.

Default values tab

Simple and Expression Language modes

For the fields in the Default values tab, the following are available:

  • Simple Mode. Enter the default value in the text box, or for a list, select a value from the drop-down list, or select or deselect an option field.

  • Expression Language Mode. Enter an Expression Language phrase that returns the default value.

Click the Expression Language button to toggle between these options. When the button is selected (green), the field is in Expression Language mode. When it is not selected (white), the field is in Simple mode. For a full list of Expression Language functions, see Expression Language functions and syntax.

In this tab, you can define default values for the Request and User options fields that are displayed. These values appear in the requests where the offerings are consumed. You can edit these values.

This tab includes the Skip end user acceptance option. If selected, the workflow for requests based on the offering is adjusted so that the validation metaphase is bypassed. Out-of-the-box, if selected, this option applies to IT Service and IT Support Requests. It does not apply to HR Support Requests.

There may be certain circumstances where you consider validation is not required. For example, where a standard solution is provided. In such cases, you can remove the need for end user acceptance by enabling Skip end user acceptance.

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