Record Content

Each Service Catalog request record has several fields to document the details of the Service Catalog request. The Service Catalog request record captures the request initiator, and the service recipient, if different from the request initiator. The Service Catalog request record displays the fields to record the services requested. Each Service Catalog request record has a field to capture the request closure category. Activities performed to fulfill the request are captured in the Activities section and are date and time stamped with the name of the person performing the activities. Service Manager can support additional fields or even additional tables if necessary to meet customer needs.

Service Catalog Request Status

Each Service Catalog request record has a status field that indicates the current status of the Service Catalog request. Service Manager populates this field automatically based on work performed to date on the Service Catalog request. Status codes, as well as customer-defined status codes, are supported.

The requester is also able to check the current Service Catalog request status in the Service Catalog web interface.

Category of Support Request and Service Catalog Request

For support requests, the category determines the workflow used to fulfill the support requests. Combined with the area and subarea, it also is used for to report results and to determine the knowledgebase assignment for the event.

Depending on user’s selection on support request category, the Escalate Interaction wizard opens one of the following wizards:

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Escalate Interaction - Complaint wizard: creates a new incident record in the background, and assigns it to the service desk manager.

Escalate Interaction - Incident wizard: requests further information, including location and assignment, and create an incident record.

Escalate Interaction - RFI wizard: creates a new incident record in the background with the default category Request for Information (RFI). The RFI incident record is assigned to the service desk assignment group.

Escalate Interaction - RFC wizard: creates a new change request in the background, in the review phase, with the category “default.”

For Service Catalog request created in the Service Catalog module, the Service Catalog request is routed to the Service Manager module responsible for fulfilling the Service Catalog request. The request fulfillment record is automatically created, categorized and classified based on business rules built into the request fulfillment process. Each customer can create business rules to meet individual requirements.

The module responsible for fulfilling the request is defined in the catalog item record.

In addition, a category corresponding to the fulfillment module is attached to the catalog item. This helps ensure not only that the Service Catalog request will be sent to the appropriate fulfillment engine, but also that it will be properly triaged by the fulfillment teams.

Priority, Impact, and Urgency identification

Priority, impact, and urgency indicators can be assigned automatically or manually to fulfill Service Catalog requests.

Impact is based on the scope of users impacted – the wider the users impacted the higher the impact. Urgency is based on the user input. Service Manager automatically calculates the value for Priority based on the values specified for impact and urgency.

When the Service Catalog request is sent for fulfillment, however, the corresponding fulfillment modules can reevaluate the impact according to its own rules (for example, a change request, incident, or request record).