Order from Service Catalog

You can submit a Service Catalog request on behalf of a user requesting the service (the service recipient). The request triggers Service Desk interaction.

To register a Service Catalog request on behalf of a service recipient:

1. Click Service Desk > Create New Interaction, and then select a category if no default category is configured.

   The Interaction Details screen is displayed.

   Note If the interaction is initially registered in the "service catalog" category and you do not follow the steps in this section to order from catalog, a message will pop up to remind you that you can order from catalog:

   The shopping cart is empty now. You may order enterprise products and services from service catalog via “Order from Catalog” in the more options list.

2. Click the cursor into the Service Recipient field.

3. Click the Fill Field button immediately to the right of the Service Recipient field.

   The Search Contact Information screen is displayed.

4. Click the cursor into the Contact Name field and click Search.

5. Click the name of the person whose request you will fill.

   That person’s name appears as the service recipient.

6. Using the More drop-down list, select Order From Catalog.

   Note The Order From Catalog option is only available for interactions in "Logging" or "Categorization" phase. For interactions in other phases that need order from catalog, if the interaction is not escalated and is not a service catalog request or support request, you can change the interaction category to "service catalog" or change the interaction status to "Categorize", then the interaction will move to the "Categorization" phase, where the Order From Catalog option is available.

7. Add items to your cart by doing one of the following:
   
   
   • 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.

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

9. 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; otherwise Service Manager will ask if you wish to cancel. If you select Yes, your requested items will be canceled.

10. Click Return to Request.

11. Fill in the blank fields on the Interaction Details screen. Fields with asterisks require an entry.

12. Click Save.

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