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.

Order from Service Catalog

Applies to User Roles: Service Desk Agent

You can submit a Service Catalog or Support Catalog request on behalf of a user requesting the service (the service recipient). The request triggers Service Desk interaction in the "service catalog" or specified category.

Register a Service Catalog request

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

1. Click Service Desk > Create Streamlined Interaction. The New Interaction form is displayed.

2. In the Contact field, select the contact person for the interaction.

3. In the Service Recipient field, select the service recipient.
4. In the Notify By field, select the user's preferred notification method.
5. Type a description for the interaction.
6. In the Category field, select "service catalog" as the category for the interaction.

7. Click Continue. The form for selecting service catalog items is displayed.

   Note You can also search for and open an existing interaction that is in the "Open" status and the "service catalog" category, and then click the Continue button.

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

   • Search for the desired 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.
9. After you add the desired items to your cart, click View Cart/Checkout.

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

11. Click Resubmit Request.

    The catalog items you requested appear in the Catalog Items section of the interaction record. Once this Service Catalog request is approved, fulfillment records are created and linked to the interaction based on the connector definition of the ordered items.

Register a Support Catalog request

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

1. Click Service Desk > Create Streamlined Interaction. The New Interaction form is displayed.

2. In the Contact field, select the contact person for the interaction.

3. In the Service Recipient field, select the service recipient.
4. In the Notify By field, select the user's preferred notification method.
5. Type a description for the interaction.
6. In the Category field, select "support catalog" as the category for the interaction.

7. Click Continue. The form for selecting support catalog items is displayed.

   Note You can also search for and open an existing interaction that is in the "Open" status and the "support catalog" category, and then click the Continue button.

8. Select your support catalog item by doing one of the following:
   
   
   • Search for the desired 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 support catalog:
     The support catalog displays only the categories and items that are allowed by the service recipient's capability words.

9. After you select the desired item, specify the required information, and then click Submit.

   The support catalog item you requested appears in the Catalog Items section of the interaction record. In addition, based on the connector definition of the ordered item, a fulfillment record is created and linked to the interaction.