Categories

Categories within Request Management combine items that would normally be listed independently. Without categories, the request process would be more time-consuming. Categories reduce or eliminate the need to search for items and services.

When you create a master category for the catalog, you begin a process which contains ever-increasing levels of specification.

Request categories

Service Manager has three out-of-box request categories from which you can choose to order products and services, and accomplish an employee office move. When you open a request, you see the following out-of-box request category selections:

• Customer Procurement Requests
• Human Resources
• Employee Office Move Process

After you select a request category, you see the master catalog categories.

Master catalog categories

Master catalog categories provide a bundled approach to ordering from the catalog that combine related categories and line items. For example, you can add labor to more than one master category so that it is not overlooked and does not create delays if it is requested too late.

Master catalog categories and line items are displayed directly after the quote categories. For example, when you select quote category Customer Procurement Requests, Service Manager displays the Master Catalog.

The master catalog categories combine related items and services. For example, select Computers & Related for the following item types and services:

• Computer Accessories
• Desktop Computers
• Handheld and PDAs
• Hardware Requests
• Request Hardware Upgrades
• Installation Services
• Individual Monitors
• Notebook Computers

If you want a computer monitor only, click Individual Monitors.

The summary of New Employee Setup includes furniture, computer equipment, installation services, and everything needed for a new employee. You can add items to, or take them away from, your order as your needs change.

Line item categories

Line item categories are smaller and more numerous than master catalog item categories. Line item categories are the building blocks of master categories; however, they are still categories, built of parts. The parts are individual line items, such as an DEFAULT mouse or an ABC 17” monitor, which you can find in a line item category called Computers & Related along with many other individual line items associated with a computer setup. Line items include both specific parts and services.

You can restrict line item categories to certain quote and order groups the same way as master catalog categories. On the first page of the catalog, select from the master catalog category. The catalog displays line item categories in subsequent catalog pages.

The line item category is the next step down in specification from the master category. Line items are more numerous and specific to the individual groups of products a company holds in inventory than are the master categories. Line items include both specific parts and services.

Selecting a line item category from the catalog presents a list of actual line items, or parts, available for that category.

Phantom line items

Phantoms are place holders, or pseudo parts, used to organize a collection of multiple items. They are used to provide flexibility in defining component relationships within the catalog, and are usually not physical items. A phantom can be considered an umbrella type of level for several parts selections of the same type. For example, beneath the New Employee Setup master category the New Accounts & Access line item provides a selectable option. This item itself does not display on the quote or order when it is selected; the catalog displays each of the associated parts as individual line items, such as internet access, email account, and network ID.

A phantom part is a parent of the specific items within it, and you can select specific items (or parts) through the phantom part.

Phantoms are assigned part numbers, but they themselves usually are not ordered or placed on a quote.

There are two ways to designate a listing as a phantom.

Designate a model file as a phantom

To designate a model file as a phantom:

1. Click Request Management > Maintenance > Supporting Files > Model.

2. Add optional search criteria, and then click Search.

   A list of model records opens.

3. Select the target model record to update.
4. Select the Reorder tab.
5. In the Reorder Type field, select Phantom.
6. In the Catalog tab, do the following:
   1. Select the Part Conditions subtab.
   2. Clear the Copy to LI? field.
7. Click Save.