Register a service catalog request

You can submit a service catalog request on behalf of a user who requests the service (the service recipient). The request triggers the creation of a Service Desk interaction record.

To register a service catalog request on behalf of a service recipient, follow these steps:

1. Click Service Desk > Create New Interaction.

Service Manager prompts you to choose a category, after which the new interaction form is displayed. However, if a default category is defined in Service Desk > Administration > Settings, you are not prompted to choose a category, and the the new interaction form is displayed with the category field pre-populated.

2. Move the cursor to the Service Recipient field.
3. Click the Fill Field button immediately to the right of the Service Recipient field to display the Search Contact Information screen.
4. Move the cursor to the Contact Name field, and then click Search.
5. Click the name of the person whose request you will fill. That person’s name appears as the service recipient.
6. Select the affected service.

7. Select the affected CI.

   Note  

   • The Default Impact and Priority values of the affected CI are automatically populated to the Impact and Urgency fields of the interaction record. You can manually change these automatically populated values if needed.
   • If you specify the Impact and Urgency values first and then specify an affected CI with an empty Default Impact or Priority value, the Impact or Urgency value that you selected for the interaction record is cleared.

8. In the More drop-down list, select Order from Catalog.

   Note Once you click Order from Catalog, you cannot change the service recipient. If you must change the service recipient, cancel the current interaction and create a new one.

9. Use one of the following methods to add items to your cart:
   
   
   • Search for the desired cart items
     
     The items for which you search are filtered against the service recipient's capability words. Items that match the search criteria do not display in search results unless the service recipient has the required capability words.
     
   • Select from Most Popular Requests
     
     The Most Popular Requests list displays only the cart items that are allowed by the service recipient's capability words.
     
   • Browse the service catalog
     
     The service catalog displays only the categories, items, and bundles that are allowed by the service recipient's capability words.

10. After you add the desired items to your cart, click View Cart.

11. If needed, click Remove to remove an item or click View Catalog to add more items to your cart, and then click View Cart again.

    Note Be sure to click View Cart each time before you click Return to Request in the next step. If you do not do this, Service Manager asks if you wish to cancel. If you select Yes, your requested items are canceled.

12. Click Return to Request.

13. Fill in the blank fields on the Interaction Details screen, and then click Save.

The catalog items you that requested appear in the Catalog Items section of the interaction record.