Service Catalog support

When a user (the service recipient) submits a Service Catalog or Support Catalog request through the SRC or ESS portal, a Service Desk interaction is created in the “service catalog” or specified category to help the Service Desk agent to fulfill the request for the service recipient.

A Service Desk agent can also submit a Service Catalog request (Service Catalog > Order from Catalog) or a Support Catalog request (Service Catalog > Non-cart Catalog Requests) on behalf of a user who requests the service through an email or phone call. The Service Catalog request triggers a Service Desk interaction in the "service catalog" category while the Support Catalog request triggers an interaction in the specified category.